What have I done wrong? Landlords and renters!

[Kapalika]

I bought a flat in 1999. Yes I'm old! I lived there for 6 years, then met my now husband and we moved to a house.
We budgeted and were able to keep the flat.
We've had 4 tenants in that time, the last guy was there for 12 years. He moved out in 2021 and we now have new tenants.
2 sisters even though it's a 1 bed flat. Ok, they said they wanted to share the bedroom. Fine.
However, the ‘lead tenant’ then started complaining about various things.

1. Needed new black out curtains in the front room. Fine. I did that.
2. Have moths that will ruin their clothes. Massive apologies from me. Paid for fumigation. The guy who did it said there was no problem, but ok.
3. She requested a rug for a carpeted floor. (ok, no problem. Bought it)
4. She tells me her sister has OCD, so we can't access the flat. Ok fine.

She has said she wouldn't pass the affordably check as her sister has now moved out.
I mean, honestly?

But really? She doesn't reply to text messages or emails. I've called her 3 times over the past year. No response. She's a teacher and said she's very busy, but now is the time to renew her contract and she just doesn't respond.
I've said it's a £10 per month increase.

I don't think I'm being a complete bitch. Or am I? Seriously, what am I doing wrong?
There are other things, but minor and not worth mentioning.

"She tells me her sister has OCD, so we can't access the flat."
Tht would set off so many alarms for me. I look after a couple of rented flats for a charity and I want access anytime I want so I can see that the tenants are not damaging the property. By anytime I want I mean at a reasonable time of day and after giving notice of the time and date to the tenants. I'd be worried if they refused, what are they hiding?

I don't think I'm being a complete bitch ...

Just because you're a landlord, you will be to some on here - I guarantee it

All you need to know will be on here www.landlordzone.co.uk/ but as PPs have said you'd probably be better getting new tenants than digging yourself any further into this mess, especially as you've set a precedent (doubtless kindly meant) by taking on things which weren't your responsibility

Good luck with the process though, because somehow I doubt she'll play ball

As her sister has now left, is she still paying the rent? And will she now allow access? I’d definitely want to see the place.

You have no legal right to access any of these flat whenever you want though.

as the agent has this clearly written into the rental agreement that the tenants have agreed to and signed there is a right of entry with reasonable notice (I think it has to be ten days’ notice)

Doesn't matter what is in the tenancy agreement, it doesn't override the law.

However OP I would probably get new tenants. I rent and wouldn't dream of asking for rugs for a start

These 'sisters' sound very odd OP. Soft furnishings aren't your responsibility unless specified in the tenancy.

What does she need an affordability check for if mushes already living there?

If she won't reply to you, send her a letter, recorded delivery, stating the rent increase. Or take steps to evict. She doesn't have to allow you access. Only in an emergency.

@NotTooOldPaul you would do well to read up about tenants legal rights. It's very concerning that you don't know the law around these things actually considering you're managing these properties. A tenantcy agreement can have anything written in it. It does not trump the law though!

If the tenancy agreement is an AST within the Housing Act then the landlord has no legal right to access regardless to what the tenancy agreement says.
The Tenant's right to peaceful enjoyment of the property trumps this clause.
The agreement could say that the tenant agrees to cook a roast dinner and put on a puppet show twice a week doesn't mean it is legally enforceable.

I would let her know if she doesn’t respond you’ll be left with no option but to serve her with notice. You have statutory obligations for which you need to enter the property - gas safety check, new epc regs coming in, electrical check.

Give her notice. No ifs or buts. She won’t let you in, (she doesn’t have to by law) and could be wrecking the place. She said she wouldn’t pass the affordability check so she’s struggling

if she responded to you, all fine, but she’s not. Don’t allow this to drag on. Give her proper notice to say that you won’t be renewing the contract Because you need to move back in.

this tenant has more red flags than red square.

you know this. She has to go.

if you let her stay she’s going to ruin your property AND your finances

If you’re a vulnerable renter and can’t afford to move, you DONT PISS OFF YOUR LANDLORD.

I'm a tenant and wouldn't dream of asking the landlord for a rug or curtains. Unless there were no curtain rails at all.

Inspections are annoying but go both ways to report issues that are niggles rather than a big deal.
Some landlords take the piss, my neighbours have quarterly inspections which is just too intrusive to me but it doesn't sound like you're like that at all.

She’s BU with requests for curtains and rugs, not a LL’s responsibility.
I’d try to terminate/not renew contract and find a better tenant, and not give in to CF requests.
good on you for respecting the OCD but also if you have a legitimate reason to need access and give enough notice then the sister’s MH is hers to manage.

I’m a renter and even I agree with this

As the sister is moving out and she's the one with the OCD then surely you can give her notice to inspect the property?

What about the gas safety cert? When is that due? Someone'll need to access the property then.

Gosh, some good advice here.

Think about getting a good letting agent and emotionally stepping back a bit. They can then sort out day to day issues.

We need nice landlords but you are a bit of a pushover.

Useful acts which detail tenants rights/obligations.

www.gov.uk/government/publications/homes-fitness-for-human-habitation-act-2018

All the best.

Thank you all so much. Without sounding dramatic, I'm a bit teary. I probably do have MUG written on my forehead!
I read so many threads on MN about nasty, areshole landlords, so I'm very sensitive to this and I want to be kind and nice.
She's paying a lot less than the nearby flats are charging. (200£ less)
It's fully furnished. Although we took out the double bed, as requested and bought 2 singles. But one of them sleeps on the sofa?!
Her sister with OCD has moved out. She's a Junior Doctor at our local hospital.
Her first complaint was that the water wasn't draining quickly. I did actually tell her to buy a bottle of Blockbuster from the Waitrose down the road. This worked apparently.

I think I've been lucky with my last tenant. In 12 years, the only 2 issues were the washing machine, which I replaced in 48 hrs.(twice)
This is just getting me down.
I manage it myself. Obviously not very well! She has to go so thanks again for the wake up call and metaphorical slap!
it’s a S London flat, so it’s expensive.

Choose your tenants carefully. You can afford to be picky it's a landlord's market and you have to make it work for you.

Make a criteria of they type of tenant you want, do a credit check, ask for a guarantor and credit check them too. The flat is rented as seen. No more changing furniture to suit the tenant. Where did you store the double bed?

Try and rent unfurnished in future it's so much easier. These days people want to use their own stuff.

If you'd like any more advice just send me a pm. The rental market/type of tenants has changed beyond recognition in the last 10 years.

You have to harden up otherwise you'll get taken for a ride. I'm speaking from bitter experience here. There's a big difference between being a scumbag landlord and a firm but fair one. I'm the latter.

Absolutely get rid of this pisstaker. Getting you to buy her a rug FFS?

@Kapalika
Don't ask to to increase the rent...you can already foresee there will be issues.
Just give notice. The tenancy is over, it's not being renewed. She needs to move out by x date.
You're a good look landlord and that will be appreciated by your next 'reasonable' tenant!! I would ask for reference based on this current experience

Be prepared for some fallout like her not moving out and you needing to seek possession

If you had let it as firnished with really thin bedroom curtains then fitting blackout blinds wouldn't be too excessive. But a request for a rug? And no moths would be annoying, surely you'd be actually certain before requesting a fumegation?

As a tenant I would want notice before an inspection and a quick text/call if the landlord wanted to drop round that day. But if I didn't respond to calls I would expect the landlord to call round, and keep doing so until I answered the door.

I think PPs are right with a letter but email it too if you can to account for any post delays. And if she hasn't requested a tenancy renewal then assume she doesn't want to stay. Offer a rolling tenancy? I would possibly write in a clause about inspections. It's poor tenants who make it harder for good ones.

If your tenant isn't giving you reasonable access to inspect then I would serve notice. It seems harsh but this property has tied up a lot of your money, as landlord you are responsible for it being safe and habitable so you need to be able to check that it is in good shape.

You know that it's not for you to buy rugs etc.

Join the NRLA. Seek advice on dedicated landlord forums.

Serve a s21 and follow through on it all the way to eviction.

I also rent out my former home. Had a tenant who was pretty shady about access and who then stopped paying the full rent. The refurb cost £20k, had to replace all the flooring, new kitchen and the place was just filthy. Found out he had been subletting so it was effectively a HMO. Loose guttering had caused severe damp issues that regular inspections would have picked up and the cost of repair would have been less. Never again.

Make sure you have your house in order as a landlord - all the inspection certificates in place, deposit properly registered etc. Join the NRLA and Landlordzone forum to get advice (it might be blunt advice, but you need help). End her tenancy and hope she leaves without too much trouble. Make sure the property is up to scratch, get rid of all of the furnishings and rent it at the proper market rate unfurnished.
If you rent furnished you get stuck with replacing furniture and soft furnishings. Limit that liability.
Consider using a lettings agent next time and make sure that you have good landlord's insurance in place, either through them or independently.