Most rental property owners expect occasional maintenance requests and normal wear and tear.

But what happens when the same tenant repeatedly creates problems? Maybe:

• The property is repeatedly damaged.
• Neighbors complain about the tenant.
• Lease rules are repeatedly ignored.
• Contractors have difficulty accessing the unit.
• Maintenance problems are caused by tenant behavior.
• The same issue keeps happening after you've already addressed it.

At that point, the problem becomes more than an isolated incident. The key is to stop reacting emotionally and start managing the situation systematically.

1. Identify Exactly What the Problem Is

Before deciding what to do, identify the specific behavior.

For example:

Too vague:

"This tenant is difficult."

More useful:

"The tenant has caused three documented property-damage incidents in four months."

Or:

"The tenant has repeatedly violated a specific lease provision."

Or:

"Three neighboring tenants have submitted written complaints about the same recurring issue."

Specific facts are easier to document and address than general frustration.

2. Review the Lease

The lease should be your starting point. Look for provisions covering:

• Property care
• Noise
• Occupancy
• Pets
• Smoking
• Alterations
• Maintenance responsibilities
• Unauthorized occupants
• Access
• Damage
• Waste or misuse
• Other applicable rules

Don't assume that every frustrating behavior is automatically a lease violation. The actual lease language and applicable law matter.

3. Document Every Incident

Documentation can become extremely important if the problem continues. Keep records of:

• Dates
• Times
• Description of the incident
• Photos
• Repair invoices
• Contractor reports
• Written complaints
• Communications with the tenant
• Notices
• Relevant lease provisions

Avoid emotional language. Instead of writing:

"Tenant is completely irresponsible."

Document:

"On August 12, contractor reported damage to the bathroom door. Repair estimate: $450."

Objective records are much more useful.

4. Communicate Clearly With the Tenant

If the issue can be corrected without formal escalation, communicate the problem clearly.

A useful communication should explain:

1. What happened
2. Why it is a problem
3. What lease provision or property requirement applies
4. What needs to change
5. What happens if the issue continues, where legally applicable

Keep communication professional and consistent.

5. Distinguish Normal Wear From Actual Damage

Not every mark or repair is tenant damage. Normal wear and tear is different from damage caused by misuse, neglect or other circumstances. For example, ordinary aging of fixtures is different from a broken fixture caused by misuse.

That distinction matters when deciding how to respond and whether a tenant may be financially responsible under the lease and applicable law. Vermont law specifically addresses security deposits and permits certain deductions, including for property damage beyond normal wear and tear, subject to the statute's requirements.

6. Investigate the Cause

Sometimes the tenant isn't actually the root cause. For example:

A recurring plumbing issue may look like tenant misuse but actually be caused by an aging plumbing system.

A recurring moisture problem may be related to the building.

A heating problem may result from equipment failure. Before blaming the tenant, determine what is actually causing the problem. That protects the owner and can prevent unnecessary conflict.

7. Respond Consistently

If you manage multiple tenants, consistency matters.

You shouldn't create one standard for one tenant and a completely different standard for another without a legitimate reason.

This is especially important when dealing with housing laws and protected classes.

Massachusetts guidance, for example, explains that landlords and tenants have specific responsibilities regarding property condition, damage and access.

For Vermont properties, owners should likewise follow applicable state and local requirements.

8. Know When a Problem Has Become a Pattern

One isolated incident may be manageable.

A pattern is different.

Warning signs include:

• Repeated property damage
• Repeated lease violations
• Repeated complaints
• Repeated unauthorized activity
• Repeated refusal to cooperate with necessary property access
• Recurring maintenance problems caused by the same behavior

When the pattern continues after appropriate communication, the owner may need to consider the formal options available under the lease and applicable law.

9. Don't Try to Force a Tenant Out

This is one area where landlords need to be particularly careful.

Don't:

• Shut off utilities to force a tenant out
• Change locks without proper legal authority
• Remove belongings
• Threaten the tenant
• Use harassment as a substitute for formal process

Vermont law prohibits certain forms of self-help eviction and provides that a landlord cannot directly or indirectly deny a tenant possession except through proper judicial process.

If the situation could lead to termination or eviction, get appropriate legal guidance and follow the required process.

10. Protect the Property While Protecting Your Documentation

If property damage is occurring, act promptly.

That may involve:

• Arranging repairs
• Inspecting affected areas with proper notice
• Photographing damage
• Obtaining contractor documentation
• Securing unsafe areas
• Keeping copies of communications

Vermont generally allows landlords to enter for inspections and necessary repairs with at least 48 hours' notice between 9 a.m. and 9 p.m., subject to the statute's exceptions, including emergencies involving imminent danger.

When Should You Consider Professional Property Management?

Repeated tenant problems can become particularly difficult when the owner is:

• Managing multiple properties
• Living out of state
• Working another full-time job
• Uncomfortable handling difficult conversations
• Struggling to coordinate repairs
• Unsure how to document issues
• Dealing with frequent tenant turnover

Professional property management can provide a structured process for communication, maintenance coordination, inspections, documentation and day-to-day tenant management.

Final Thoughts

A difficult tenant situation doesn't automatically mean the tenant needs to leave. The first step is to identify the actual problem.

Then:

Document → Review the lease → Communicate → Investigate → Correct → Monitor → Escalate appropriately if necessary.

The goal is to protect the property while treating the tenant fairly and following applicable laws. For owners who don't want to handle these issues alone, professional property management can take much of the day-to-day burden off their shoulders. BlackHorse Property Management provides property management services for owners in Vermont and Western Massachusetts, including tenant coordination, maintenance oversight and property operations.