How to Reduce Laundry Room Complaints in Your Building

by Lauren Schultz May 27, 2026 0 Comments

A Practical Guide for Property Managers Who Are Tired of Hearing About Broken Machines

If you manage a multifamily property, you’ve heard it before.

“The washer isn’t working.”
“The dryer took two cycles.”
“The payment system won’t accept my coins.”
“There are never any machines available.”

Laundry room complaints are some of the most common issues property managers deal with. And unlike one-off maintenance requests, these problems repeat every week. That makes them more frustrating for both residents and management.

The good news is that most laundry complaints come down to a few core issues. At Midwest Laundries, we work with property managers every day to improve laundry areas and reduce complaints. Here’s our guide to the most common laundry room problems, and how to fix them.

1. Start with Reliable Equipment

The number one cause of complaints is simple. Machines that do not work.

Older equipment tends to:

• Break down more often, leaving residents without working laundry machines.
• Take longer to complete cycles, making it impossible to complete the chore on a timeline.
• Deliver inconsistent results, like clothes that are still wet after 2 dryer cycles.
• Require frequent service calls, costing your business money and tenant satisfaction.

When even one or two machines are down, it creates a ripple effect. Wait times increase. Tenants get frustrated. Complaints start coming in.

Reliable commercial equipment solves most of these issues. Modern washers and dryers are built for heavy, daily use. They run faster, perform consistently, and reduce the chances of breakdowns. That means fewer service requests and happy residents.

If your machines are more than 10 years old or require frequent repairs, replacement is worth serious consideration.

2. Upgrade Your Payment System

A surprising number of complaints have nothing to do with washing or drying. They come from how tenants pay. Switching from a coin system to a laundry card or hybrid payment system can eliminate these issues almost immediately.

With app-based systems, residents can pay from their phone, start machines without coins, get notified when cycles are done, and avoid wasting time dealing with payment problems. For property managers, this also removes the need for coin collection and reduces maintenance issues tied to coin mechanisms.

This is often one of the fastest ways to reduce complaints without replacing every machine.

3. Make Sure You Have the Right Number of Machines

Sometimes the issue is not broken equipment. It is not enough equipment.

If tenants are consistently waiting for machines, frustration builds quickly. That is especially true in larger buildings or properties with high occupancy. A general guideline is one washer and one dryer for every 10 to 12 units. But that number should be adjusted based on:

• Tenant demographics (Families vs. single person households)
• Usage patterns (How frequently are your machines used?)
• Available space (Do you even have the space for an additional machine?)
• Peak usage times (Are the weekends packed but the weekdays light?)

If your laundry room is always full, adding even one or two machines can make a noticeable difference. We evaluate this during site walkthroughs to make sure the setup matches real usage.

4. Keep the Laundry Room Clean and Maintained

Cleanliness plays a bigger role than most people expect. Even if machines are working, a poorly maintained laundry room creates negative perception.

Common issues include dirty floors or machines, overflowing trash, lint buildup, poor lighting, or just a general lack of organization. Most residents associate the condition of the laundry room with the overall quality of the property.

A clean, well-lit, organized space reduces complaints and improves how tenants feel about the building. Fixing these issues does not require major renovations. Consistent upkeep goes a long way.

5. Improve Layout and Usability

A laundry room should be easy to use. When it is not, residents get frustrated.

Look for common layout issues, like machines placed too close together or no clear folding space. Other issues like poor signage or instructions and confusing machine controls can make the experience unpleasant.

Simple improvements can make a big difference:

• Add clear instructions above machines
• Create designated folding areas
• Ensure enough space between units
• Improve lighting and visibility

The easier the space is to use, the fewer complaints you will hear!

6. Respond to Issues Quickly

Even with the best equipment, problems will come up. What matters is how quickly they are handled. Delays in service create frustration and often lead to repeated complaints.

Fast response times require:

• A reliable service partner
• Access to replacement parts
• Clear communication with residents

At Midwest Laundries, our service techs carry common parts and are trained on the equipment we install. That allows us to resolve most issues quickly and minimize downtime. The faster problems are fixed, the less they impact tenant satisfaction.

7. Set Clear Expectations with Residents

Some complaints come from misunderstandings. Residents may overload machines, use the wrong settings, or expect faster cycles than the machine is designed for. Clear signage helps prevent these issues. If you post, simple instructions for load sizes, cycle options, or payment steps, residents will know what to expect and how to use the machines properly.

Ready to Stop the Complaints for Good?

If your laundry room is a constant source of tenant frustration, it is not something that will fix itself. The longer it goes unaddressed, the more it impacts resident satisfaction, online reviews, and lease renewals.

Midwest Laundries helps property managers solve these problems at the source. We do not just replace machines. We evaluate your entire setup, identify what is causing complaints, and build a system that actually works.

From equipment and payment systems to installation and ongoing service, everything is handled by one experienced team. No guesswork. No juggling vendors. Just a laundry room your residents can rely on.

Contact Midwest Laundries today to schedule a walkthrough or request a quote. We will show you exactly what needs to change and how to fix it.

FAQs

What is the most common cause of laundry room complaints?

The most common issue is unreliable equipment. Broken machines or inconsistent performance create immediate frustration and lead to repeat complaints.

Will switching to mobile payments really reduce complaints?

Yes. Many complaints come from coin-related issues. Mobile systems eliminate those problems and make the process easier for residents.

How do I know if I need more machines in my building?
If tenants are regularly waiting or machines are always in use, you likely need more capacity. A site evaluation can determine the right number based on your building size and usage.

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