To expect my tenants to understand?

[Littleelffriend]

I own a flat which I rent out. I wanted to sell it but no takers so I’m stuck . The rent doesn’t cover the mortgage but better than nothing. I got new tenants 5 months ago, lovely couple no issues.
Since they moved in there have been numerous problems. The roof started leaking, I got it fixed within 3 days. The cooker broke, I ordered them a new one straight away. They blocked the toilet with wipes, I paid for an emergency plumber the same day.
They called Friday and said they had no heating or hot water. I had an engineer out within 2 hours. He said he had to order a part which would be here today. It’s the wrong part, and it won’t be fixed until Friday now so a week of no heating or hot water. Totally shit, no argument from me. But my tenants are now being crap about it, going on about how frustrating it is. I know it’s frustrating, but these things happen and I’ve done my best. Aibu to wish they would be a bit more understanding?

I work outdoors, and if it's been raining during the day, the idea of not being able to come home and have a hot shower is honestly hellish. I would accept it's not your fault, whilst also being pretty miserable about the situation. I think if they're just being a bit generally upset about not being able to shower, I'd accept that and move on. Hopefully, once the issue has been sorted they'll be more cheerful to deal with again.

From the OP's comments, I'm wondering if the property has decreased in value since she bought it, which can trap people in difficult situations. You do sound like a decent landlord, OP, but in general I think being an "accidental" landlord is less than ideal. Is there anything you can do to make the property sell-able?

However tenants also need to know that there are ALWAYS possibilities of break downs even in the best maintained properties.

Yes chocolate but LLs should also be prepared for the possibilities of unexpected repairs.

No frumpety I wouldn't accept a hotel with no hot water.

It doesn't change by view that a week is an acceptable amount of time to wait as a tenant or homeowner though. Because it's not the same

SilverSpot I agree with you!

Hopefully, once the issue has been sorted they'll be more cheerful to deal with again.

I agree ladylance

OP I believe if you search youtube you might be able to find very useful and instructional videos from the Marines about how to wash your self adequately with a towel and a some water from a mountain stream

I asked you how that clause would be enforced if the all was UNABLE to fix the boiler in 72 hours

The fact is, if your landlord agreed to that clause (they must have done for it to exist), and they’re a decent person who fulfils their contractual liabilities, then you won’t need to enforce it, will you? You only have to take steps to enforce it if they refuse to do it.
I mentioned upthread that our LL put us in a hotel for 2 nights. We didn’t even ask.

Haha - yes I can imagine that tenants expect things fixed faster than homeowners do. It's something to do with there being an extra layer in the organisation of the repair, as well as the fact they are paying for the service itself.

If the tenant had to deal with British Gas to get a repairman or whoever it is, they might grasp that a repair within 6 hours just isn't possible. Sometimes it takes 6 hours to get through to them even with a priority number through a premium insurance plan.

I think tenants (rightly) feel they have paid for a service and should be receiving it. They also (rightly) like to feel that the problem is being taken seriously by the LL or agent and they are putting in serious effort to sorting it out. Clear communication and timeframes are all expected and smooth the way and ease tension and manage expectations.
We all have had to deal with workmen who don't ring back or don't turn up or who don't give any timescales and know it's frustrating. It's one of the LLs jobs to ensure they don't behave like this or their agents don't and keep the tenant informed about what is happening - it is always best to communicate too much about these things so the tenants know the issue is being taken seriously and they are getting the service (because LL service is part of what they have paid for) they expect.

So OP has told the tenants the part is ordered and the workman coming in Fri. Great. She can confirm that again with e workman tomorrow or Thursday and text the tenants to say she has done this and to confirm. She can confirm again with the workman on Fri morning. She can text the tenants on Fri night to check all is sorted. It's all time consuming but it's part of good tenant LL relations. Sometimes agents are not so good at carrying out all of these communications, because hey are not so personally invested in the whole thing. I totally understand what tenants get cross when something is broken and no one gets back to them to say they are on the case or keeps them up to date with what is or isn't happening. The fury is often as much about this as about the problem itself.

Here the OP has tried hard to be a good communicator.

mygrandchildrenrock not showing your age at all. I think both my DCs also had those sink baths once or twice.

But then again. That wad with hot water.

Bit grim to having to be doing it for a while whilst still going to work.

Yes to the pp who suggested showering at work, of course it's a good idea, but in all the places I've worked in i have only ever known one to have that facility. I only know this as our Manager used to cycle into work every morning and then have a shower.

I still do not see how it is possible to have a property rented out for less rental than the cost of the mortgage in the current property market.

*was not wad.

JonSnow I think you are confusing an inability to make a repair due to lack of funds and the inability to make a repair happen overnight due to the constraints of reality.

If the OP was saying she couldn't get a repair done quickly because she couldn't afford it right now, your comment would be correct. However, she isn't. She's in the process of waiting for a part. No amount of forward planning would change that.

HimOverThere it's not ideal but the OP said they have no choice.

But why not Bubble a week without hot water is no problem though , because if you can cope without it , you can cope without it , surely it wouldn't matter where you were ?

I am completely playing devils advocate here by the way . I am just intrigued that people believe that not having hot water for a week in one type of accommodation trumps not having hot water in another type ?

Not at all soapboxqueen we had the exact same problem. (waiting for a part). We have a nee boiler now. Oddly we're still waiting for the part...

Anyway. Back to the OP.

JOnSnow - yes they should be prepared for unexpected repairs. That is why many LLs have contracts with British Gas or similar which say they will come out within 24 or 48 hours or whatever, pay agents lots of money to provide 24 hour emergency services and daytime handyman services. These are all signs of them fulfilling their responsibilities and taking their responsibilities seriously to deal with unexpected emergencies.

However, even with all of these in place, getting through to the right people and getting an appointment doesn't always happen within the timeframes the LL has paid for, for example in very cold weather when loads of boilers break down. Sometimes even with a priority service the engineer takes 48 hours to come and the has to order a part. It is the reality and these realities need to be accepted and understood. Being a tenant who pays lots of high rent doesn't suddenly mean every repair can happen instantly. People might think their rent is so high that they have paid enough to expect that, but the practicalities of repairs mean that even those renting I the most expensive properties in the world sometimes have a bit of a wait.

JohnSnow and if nobody qualified had been available to fit your new boiler? Reality does have to come crashing down eventually.

People might think their rent is so high that they have paid enough to expect that, but the practicalities of repairs mean that even those renting I the most expensive properties in the world sometimes have a bit of a wait.

I know, and i acknowledge that but if you read through my posts I've not once been one of those advocating for a rent rebate (especially with the toilet wipe blockage).

"Today 21:06 frumpety

But why not Bubble a week without hot water is no problem though , because if you can cope without it , you can cope without it , surely it wouldn't matter where you were ?

I am completely playing devils advocate here by the way . I am just intrigued that people believe that not having hot water for a week in one type of accommodation trumps not having hot water in another type ?"

You don't want to understand people's thoughts on that though, otherwise you'd listen and say thanks rather than "playing devils advocate" with unrelated scenarios

I was simply just replying to another poster that my contract is different. I wasn't the only one.

I have British gas gold cover. As other say, they frequently can't get someone out instantly and also, they can't always fix the problem in 1 visit. Just getting a plumber present doesn't resolve the problem

frumpety if you think that's bad. Google how they erm, clean their behinds when out on training exercises for days at a time. We once had a boss who was an ex RAFer. He told us in minute detail. 🙈

Interesting about the different types of accommodation and no water.

I think people in a hotel expect everything to be perfect because they are paying a premium to be in a hotel and receive hotel service and because it is easy to move to an alternative - they don't intend to be in the hotel for lomg - so it is less inconvenience to move.

In rented accommodation, again people are paying for a service which included sorting out problems, so expect them sorted quickly.

In private owned accommodation, people usually haven't paid anyone to sort the problems so have to do it themselves and so are more willing to wait because they don't have a sense of having paid someone else. If they have a contract with Briritsh Gas etc then they feel more annoyed and less willing to wait because of the money spent in the contract.

For all of these people, being without hot water is an annoyance. For some it feels more annoying. All of them will survive without hot water for a number of days if they have to - as we know much of the world survives PERMANANTLY without it. For all of these people they will be subject to the realities and practicalities of getting a workman in and possibly waiting for parts. It is the same for all - I think we just IMAGINE it can happen faster when we have paid for a service and don't need to sort it out ourselves.

Off track rather, but I was also interested in why different people accept problems differently.

ChocolateWombat But if you aren't able to fix it and it takes longer then you can offer a rent reduction, most people would be content with that.

OP- you sound like our LL so perfectly decent, but I'd be looking for a new flat if so many things stopped working only 5 months after I'd moved in.

Count yourself lucky your tenant isn't demanding you pay for alternative accommodation. That is their legal right. Total loss of running hot water is an emergency and should be fixed well within 24 hours. (Same for total loss of heating in winter, but in that case you can just give the tenant some electric heaters while the boiler is fixed).

With a pattern arising of the house having faults, I would not be a satisfied tenant if I was renting your house.

As for people saying that a homeowner would be in the same situation: As an owner, whether it's your own home or one you rent out, you choose what hot water and heating system you have installed. Whether there's a backup heater and how quickly spare parts are available if it breaks are things you can consider. As a tenant you don't get that choice.