In rental properties, most tenancies don’t collapse because of one big blow-up. They unravel because of a series of small things — each one minor in isolation — that pile up until trust is broken and no one wins.

Let me walk you through a scenario I’ve seen play out more times than I can count.

‍

The first bad taste

A tenant moves in. The condition report claims the property was 100% “clean.” For the most part it was, but a few things definitely were not — like hair left in the bathroom and a pile of junk in the garage that wasn’t mentioned. Nothing worth fighting over, so the tenant lets it go, but it still leaves a bad taste.

‍

Ignored requests

The tenant notices a few other small problems — a stiff back door, a minor tap leak — but decides not to mention them. They figure if they only raise the one issue that really matters to them, it will get attention. That issue is their bedroom window that doesn’t close properly. It still locks if you push it hard enough, but there’s a draft and it rattles in the wind. The tenant submits a request. Weeks pass, nothing happens. They make do but file it away in the “not impressed” column.

‍

Frustration builds quietly

Over the next few months, two more small issues pop up. They’re not urgent, but they took 2 months to get resolved. It wasn’t a case of the agent being useless — they were slow to chase up, and the owner was tied up with a major product release at work. Normal work life pressures meant the issues slipped down the priority list without a system to catch them. Four small disappointments now stack together. Trust in the process slips another notch.

Over the next few months, two more small issues pop up. They’re not urgent, but they take two months to be resolved. It wasn’t a case of the agent being useless (although not great) — just a little slow to chase up, and the owner was tied up with a major product release at work. Normal work pressures meant the issues slipped down the priority list without a system to catch them. Four small disappointments now stack together. Trust in the process slips another notch.

‍

Owner request meets tenant frustration

Six months in, the owner wants access for a valuation to refinance. Normally, the tenant wouldn’t mind. But after months of feeling overlooked, they make it harder — only allowing access when they’re home. The owner, unaware of the backstory, is frustrated.

‍

The rent increase that tips the scales

At twelve months, the rent goes up. Not outrageous, but on the higher side. The tenant, having already lost trust, immediately judges the increase as unfair rather than simply market value. Their response: they accept the increase but report every little defect they can think of.

‍

From petty to costly

The owner approves some fixes, declines others. Both sides now see the other as unreasonable. The tenant starts browsing other rentals. Eventually, they move out — partly for the new place, partly for revenge.

On exit, the property is in good condition overall. But minor issues over cleaning and damages are evident, totalling around $500. In reality, the charges are legally justified, but the tenant doesn’t feel that way. Given all the issues, they hold firm and refuse to let $500 be taken from the bond. The owner either loses $500 outright or pays to pursue it at tribunal. Either way, add in two weeks of letting fees, one week of vacancy, plus the $500 loss — and the true cost is almost a month’s rent.

‍

Here’s the kicker — this could already be happening in your rental property, and you wouldn’t even know it.

‍

The lesson

Legally, rent, maintenance, and bond are separate issues. But for tenants and owners, it all feels connected. With transparency in property management too often lacking, trust is fragile. Once it breaks, every action is seen in the worst light, and there is no coming back.

‍

Message to owners: if you get a maintenance request, your default thought should be → get it done. Unless there’s a very good reason not to, or the tenant has already clearly broken the trust.

Just as important: if you’ve attracted and screened the right tenant with integrity, start by giving them your trust from the beginning — that’s part of building strong foundations. Don’t let small frustrations fester — resolve them quickly before they compound into much bigger problems.

‍

How Cubbi prevents the snowball

With Cubbi Full Management, no request slips through the cracks. Owners can choose to be notified of every maintenance request or simply check the full history anytime from their phone. Even the “stiff back door” or minor tap leak that would normally go unnoticed is logged, tracked, and visible.

This transparency builds trust with tenants and gives owners clarity without micromanaging. It’s how you protect the relationship, avoid unnecessary disputes, and stop small issues from becoming big costs. Join the waitlist.

‍

How to avoid the snowball

Whether you’re leading a team or managing a rental, the principle is the same:

• Set strong foundations — hire or screen well.
• Share the vision and expectations — be clear about what’s expected.
• Give tools and support — make it easy for people to succeed.
• Then trust them to do the right thing.

That’s how you stop little issues becoming big ones.

‍

Common Questions from Investors

How do I know I can trust my tenant?

If your agent screened them properly and set clear expectations upfront, you should trust them until they give you a clear reason not to. Start with trust — that’s part of building strong foundations.

‍

How do I know if my agent is doing a good job?

A better way to ask is: How do I know I can trust my agent to report maintenance properly?

Set clear expectations with them before you sign with them. Before you approve any job, you should know:

• What’s already been tried or checked (by the tenant or the agent)?
• What’s the likely cause? (e.g. why is the toilet leaking?)
• Who is responsible, and how urgent is it (legally speaking)?
• What type of tradesperson is required?
• What’s the ballpark cost?

That way, you’re approving a plan, not just a problem.

‍

Am I losing money without realising it?

Yes — this is where the average or cheap agent becomes expensive. Small things get ignored and pile up. Next minute, your tenant moves out and you’re left with new letting fees and vacancy costs. The story above is very common with cheap agents.

‍

How much should I spend on maintenance?

Some investors follow the “1% rule” (1% of property value per year), but that ignores age, size, and current condition. The key is to put aside funds so you can approve jobs without hesitation. At Cubbi, you’ll soon be able to see a maintenance budget personalised to your property’s age, size, and condition. Join the waitlist.

‍

Do I fix everything tenants ask for, or just the urgent stuff?

Most good tenants don’t report every issue they experience, so your default should be to fix everything as soon as possible — unless there’s a very good reason not to. Most disputes snowball from small, “non-urgent” requests being ignored. Once trust breaks, even fair rent increases or reasonable requests start looking unfair.

‍

What’s the real risk if I ignore small issues?‍

You risk losing good tenants. That usually costs almost a month’s rent — two weeks in letting fees, one week in vacancy, plus around $500 in bond disputes — not to mention the stress.

‍

How do I keep good tenants long-term?

Maintain the property to a good standard. You can’t control life events like a job interstate or a growing family, but you can control how you manage the property. Poor maintenance is one of the biggest reasons tenants leave.

‍

What if my tenant takes advantage of me?

The bad ones will — but that’s why you screen well upfront, so you can start from trust. Good tenants have integrity. Even if life throws them curveballs — job loss, family illness — they’ll still move heaven and earth to pay the rent because they said they would.

‍