After that, I started treating documentation like it was my personal insurance policy. Because it is.

Now I log every entry, every conversation, every complaint, every maintenance request. If a tenant tells me verbally that their tap is dripping, I follow up with a written note and keep a copy. If I have a difficult conversation in the hallway, I go back to my office and write a quick summary with the date and time. Some people think that's excessive. Those people have never had a tenant stand in front of a property manager and completely rewrite what happened two weeks ago.

Documentation doesn't make you paranoid. It makes you protected.

High-Maintenance Residents: Subsidized vs. Private Buildings

I've worked in both environments and the dynamic is different, but the core challenge is the same. You've got residents who need a lot of attention, and some of that is completely legitimate. Buildings in subsidized housing often have tenants dealing with mental health challenges, housing instability, or situations that are genuinely complicated. I have a lot of patience for that. I grew up understanding that housing insecurity is real.

What I have less patience for is manufactured chaos. The tenant in a private building who calls 11 times about a minor repair because they're trying to establish a paper trail for a rent reduction application. The tenant in a subsidized unit who files noise complaints against a neighbour as a personal dispute tactic. I've seen both.

The key difference in how I handle them is intent. If someone genuinely needs more support, I try to connect them with the right people and document that I did. If someone is clearly trying to manipulate the process, I document that too, calmly and factually, and I loop in my property manager early. You don't want to be dealing with a Board hearing six months later and explaining why you waited so long to escalate.

What "He Said, She Said" Actually Costs You

In Ontario, tenant disputes can end up at the Landlord and Tenant Board. I've been involved in a few of those processes, either providing information or supporting the property management side. The thing that determines outcomes more than almost anything else is who brought the receipts.

Tenants have rights. Strong ones. That's the law and honestly it should be. But those rights don't mean tenants get to rewrite reality. When a dispute goes formal, a clear timeline with written records, photos, emails, and incident reports carries serious weight. Vague recollections and verbal agreements carry almost none.

The tenants who know how to twist a story usually count on the super or property manager not having anything in writing. Don't give them that advantage.

Evictions: The Part Nobody Talks About Honestly

Eviction is not something you do lightly. I don't care how frustrating a situation gets, you follow the legal process and you respect the timeline. In Ontario, that means proper N-notices, proper service, proper documentation, and understanding that the Board will look at everything. Shortcuts will come back on you.

What I tell new supers is this: the moment you think eviction might be where this is heading, start your paper trail immediately. Not when things get bad. Right now. Every noise complaint that wasn't resolved, every late payment, every lease violation you overlooked, every conversation you had trying to work it out. All of it matters.

I've also seen evictions get derailed because the superintendent got emotionally involved. Either they felt bad for the tenant and delayed filing, or they got frustrated and said something they shouldn't have. Both are problems. Your job is to document, report, and follow procedure. The legal decision isn't yours to make.

The Tenant Who Complained About Everything

Had a situation in a mid-size building where one tenant submitted more maintenance and complaint requests in three months than some residents do in three years. Some of them were valid. A few were genuinely minor things that any reasonable person would let go. And a handful were clearly attempts to document problems for a potential rent dispute.

What saved us was that we responded to every single one in writing. Every request got acknowledged. Every repair got logged with the date it was completed. Every time we couldn't fix something immediately, we communicated why and gave an estimated timeline.

That tenant eventually stopped when they realized they weren't building the case they thought they were. We had a clean, professional record of responsiveness. There was nothing to exploit.

That's the thing about high-maintenance tenants. A lot of their power evaporates when you're more organized than they expected.

Setting the Tone Early

I'm a firm believer that the first few interactions you have with a new tenant shape the whole relationship. I'm friendly, I'm accessible, and I'm clear about how things work in the building. Not harsh, not cold, just professional and consistent.

When tenants know the rules are applied consistently, they're less likely to push. When they sense inconsistency or that you can be worn down, some of them will absolutely test that.

This matters even more in subsidized housing where residents may have had difficult experiences with authority figures in the past. You can be firm and fair at the same time. In my experience, most tenants respond well to being treated with respect and being given straight answers.

What You Can Actually Do Starting Today

If you're a super or property manager reading this and nodding along, here's what I'd suggest you do before the week is out.

Set up a simple log, even a notebook or a shared Google Doc works, where you record every tenant interaction that falls outside the routine. Date, time, what was said or requested, what action was taken. Get in that habit now, before you need it.

If you're dealing with a difficult tenant right now, pull together everything you have, written or otherwise, and brief your property manager today. Don't wait for it to escalate. Early documentation and early escalation give you options. Waiting removes them.

And if a tenant ever makes you feel like you're the problem for enforcing a rule or following procedure, remind yourself: you're doing your job. Keep it professional, keep it documented, and keep moving.

That's the job. And honestly, most days I still love it.