Living in close proximity with others brings many benefits, but it also brings the occasional clash of personalities, expectations and priorities. In the block management industry, complaints and disputes are part of the job, but how we navigate them can make all the difference.
At its heart, good block management is built on good communication. Many issues that end up as formal complaints never needed to reach that stage in the first place. They started with a misunderstanding, an unmet expectation or a message that wasn’t clear. Taking the time to communicate clearly, giving updates early and often, is one of the simplest ways to prevent issues from escalating.
Good communication is about listening. When a resident approaches you with a concern, give them your full attention. Let them finish before you respond and repeat back what you’ve heard to ensure you’ve understood correctly. Often, people just want to feel heard and that alone can calm a situation before it becomes a dispute.
But even with the best communication, emotions can run high. De-escalation is a skill every good property manager needs. Keep your tone calm and professional, avoid jargon, and never take remarks personally. If a conversation feels like it’s heading in the wrong direction, suggest a short break and resume once everyone has had a moment to cool down. In many cases, a calm, structured discussion will defuse the situation before it becomes a formal complaint.
Despite best efforts, there will be times when complaints become disputes. Handling these fairly and transparently is essential for maintaining trust, so document all relevant interactions, agreements, instructions and timescales. Keep detailed, factual records, not just for your own protection, but to show residents that you’re acting properly and consistently.
It’s also vital to protect yourself and your team. Being in the public eye as a property manager sometimes means dealing with difficult behaviours, ranging from raised voices to sustained harassment. Nobody should tolerate abuse and this is where tools designed for personal safety can play a role.
The Hollie Guard personal safety app is one such tool. Originally developed to support personal safety, it allows users to quickly log incidents such as abusive behaviour, bullying or stalking. With features like real-time location sharing, emergency alerts and secure incident logging, Hollie Guard gives staff a way to safely record concerning interactions. This can be especially important when behaviour crosses a line, not only for personal protection but also for documenting incidents that may feed back into formal complaints or legal processes.
Using an app like Hollie Guard Extra doesn’t mean every difficult conversation is a safety risk, but it does mean you’re prepared. By providing the app to your team, it sends a message that your team’s wellbeing matters and that inappropriate behaviour will not go unrecorded.
Complaints and disputes will never disappear from block management – and they shouldn’t, because they often highlight areas where services can improve. But with clear communication, effective de-escalation and the right systems in place, we can reduce the frequency and intensity of conflicts. And by protecting ourselves with tools like Hollie Guard Extra, we support a safer environment for everyone involved.
Good management is about understanding people, because when we listen, respond and protect with professionalism and care, we turn complaints into opportunities for better relationships.
