Lease & Risk

Why Every Complaint Should Be Recorded — Even the Small Ones

Not every tenant complaint is true.

Not every neighbour complaint establishes a lease breach.

Not every complaint requires immediate action.

But material complaints should still be recorded.

Consider a neighbour who reports loud music once.

Standing alone, it may be a minor allegation.

Then another complaint arrives.

Then the body corporate sends correspondence.

Then security attends.

Then another neighbour complains.

Suddenly the history matters.

If the first three incidents disappeared into separate WhatsApp conversations, you may struggle to reconstruct what actually happened and when.

A proper complaint record should distinguish between allegation and established fact.

For example:

Complaint received from Unit 9 alleging loud music from Unit 8 until approximately 02:30.

is very different from writing:

Tenant played loud music until 02:30.

The first records the source and allegation.

The second presents an unverified allegation as fact.

That distinction matters.

Records should include the date, source, nature of complaint, supporting material where available, response, action taken and subsequent outcome.

Own the Property. Not the Admin.

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