Are we are unreasonable landlords?

[Leavingonajetplane33]

We moved out of London recently, but have kept our house and we are renting it out.

Our tenants moved in last week and so far we are finding them very difficult. On day one they called and the wife was shouting down the phone to my husband with a whole list of things that she was unhappy about.

There are too many things to mention, but she described the house as being filthy, dirty and covered in stains. Firstly the house is rented unfurnished with wooden floors throughout so not sure what could really be stained. Secondly, we had our much trusted long term cleaner spend 8 hours cleaning the property after we moved out and the check in report we have since since seen describes the property as domestically clean throughout. Nevertheless, we subsequently agreed to arrange a professional clean of the house. When the cleaning company arrived they called us to say that there was so much stuff everywhere that they could not even access some rooms and as some boxes etc were piled precariously they considered it a health and safety hazard. They cancelled the clean (with a £50 cancellation fee) which our tenants are very unhappy about.

Before moving in the tenants demanded that we install a washer dryer (we only had a washing machine) which we reluctantly agreed to. We did not have time to do this before we moved out and then needed someone to be at the property to take delivery. We had thought the tenants would be OK for this to happen shortly after they moved in. On day 1 the wife went ballistic at my husband about it and asked how she was going to be able to do washing. We pointed out that she could use the existing (perfectly fine) washing machine and put clothes out to dry in the 30 degree heat, but apparently that was unacceptable. We arranged a washer dryer to be delivered 2 days later (the quickest possible delivery slot) and then the night before (after we had had already received a 2 hour delivery slot message) they told us no one would be around to take delivery. We have again incurred a charge to rearrange the delivery.

There is a whole host of other things but I would be here writing for days to detail them all. Funniest was they told us that the boiler is inadequate because it does not have a water tank (it is a combi boiler).

We have asked to go round at some point this weekend to look at a couple of the smaller “issues” and collect a parcel addressed to us that has been accidentally delivered to the house. They are refusing because it is the anniversary of the death of the wife‘s mother.

We are trying our best to help them, but nothing ever seems to be right / good enough for them and frankly is is exhausting!

I don't have a management company. I used the estate agent to do all the checks for finance etc. I did the viewings with the agents and ruled one or two out immediately! I do the rent collection directly into my own bank and they ring me with any problems.
I know a plumber and an electrician and a handyman and only live 5 min from the property.
It works for me. But my tenants are normal reasonable people who look after the property. When they call we get something fixed as soon as possible.
In your shoes though i would pay an agent and get rid as soon as you can.

Get them out. There are better tenants than this. Do it before they stop paying rent.

I'd echo a PP and offer them the chance to go with no penalty if they'd like to. They won't but at least you'll have offered.

Otherwise, when can you serve a break notice? There will be a six month minimum term and probably no landlord break but Is definitely check!

Managing agents can be good for being the foil between landlords and tenants but they tend to do anything for an easy life ie won't tell the tenants if their requests tip into being unreasonable. All the referencing they do won't pick up if someone is a pain though.

Ignore them. Do any maintenance needed but you do not need to supply white goods. I’ve never had a tenancy where they have been supplied before. You also do not need to be at their beck and call whenever they want. Tell them they are only allowed to contact you between 12noon-3pm for any non urgent repairs or maintenance needed. They are only to contact you outwith those hours for emergencies and if their issue is not an emergency you will not be responding to them until your contact hours.

I was a renter until last year, and they do sound like hard work.

Is it their first time renting in the UK? Their expectations do seem a bit off.

You may find that things calm down a bit once they're settled. I'd reserve judgement on what to do at the end of the tenancy for a few months.

They sound like a nightmare, get rid of them as soon as you can.

I agree with this. I think both landlord and tenant are being unreasonable.

Why did the landlord arrange a delivery of a washer drier without checking when the tenant would be in to take delivery? That's just crazy.

Why didn't the landlord check the cleanliness and general state of the property themselves before the tenant moved in? If they aren't local and couldn't be arsed to travel to look at it, then they should engage a local managing agent.

Sounds like six of one and half a dozen of the other to me.

I’m a landlord. Property should have been professionally cleaned, with a receipt as evidence. Washer/dryer should have been in situ when they moved in. Then you wouldn’t have had to entertain those initial complaints.

I would be pissed off if I had to take time off work to receive the landlords delivery, just after moving in.

The other things, including the boiler comment just reply with a stock phrase, something like, “”that is what comes with the property/how the property is” etc

are they new to London?

They sound awful. I think I would have backed out at the point they were ‘demanding’ a washer dryer.

Nightmare. I would be doing everything in writing and making sure there’s a thorough record if all communication, photos of everything (the condition of the property, and clear pictures of any issues they claim).

I would consider asking them to leave – have no fault evictions already been brought to an end? If they haven’t yet, I think I would be looking to wrap up this tenancy while you’re still able to (obviously giving them plenty of notice to find somewhere new).

YANBU

I am an ex landlord and currently have two student sons who are tenants.

There are a few things here that you as a landlord need to sort, not the tenant.
Cleaning - why did it need two cleans, and from day 1 the place should be spotless. I assume there was a pre-tenancy by owner/landlord/agent along with images take on the day alongside the inventory which is shared by all?

The delivery and install of the new washer/drier - that is Landlord responsibility if you agreed it.

The delivery's etc to their home - that is the tenants home and choice.

Pile of boxes the days after they moved in - that is the tenants choice and responsibility.

There needs to be some give and take on both sides here, as well as awareness that you are dealing with someone's home.

Normally when new tenants move in there are some teething issues but not on this scale! They do sound nuts! Personally I’d be giving them notice in a few months. Another option could be to get a letting agent to manage it? My parents do that for a stress free life.

Did you do a check-in inventory and schedule of condition? And have them agree and sign the condition?

This is really important to have.

Meh.

I think you should get rid of these tenants as soon as possible.

However the house should have been professionally cleaned before they moved in.

The washer dryer should have been in before they arrived or the date agreed. However you should have never agreed in the first place. You should have simply said if they are unsatisfied with the provided washer they are free to dispose of it and purchase their own machine.

I certainly wouldn’t be in when convenient for the landlord to collect a parcel tbh I’m not your concierge. You can come when I’m free.

Problem is the Relationship if fucked currently now so get rid and move on.

This will only get worse! I'm speaking from experience here.

Yes agree with this, clear boundaries – don’t pander to them, they won’t appreciate it and they’ll just get worse the more you do for them.

They shouldn’t be ‘going ballistic’ at anyone regardless, but no you don’t sound unreasonable. I rent and wanted a washer dryer (nowhere to put two machines and I couldn’t cope with no dryer) I bought my own and we store the landlords washing machine in the garage, with their knowledge. There was nothing wrong with the washing machine, just wasn’t my preference. I think you’re being very kind to buy a new machine, you didn’t have to.

They are clearly trouble makers and I'd get them out if I could - I'm not a landlord though so I've no idea on the process for that. Good luck.

For your own sanity get someone to manage this for you and don't try to do it yourselves. Honestly it sounds like a nightmare, when their lease is up refuse to rent it to them any longer. I'm hoping there is a contract in place here???

You will have problems getting your rent from them. Trust me

You've been great but don't bend over backwards any more.

Now's the time to consider how to get them out of the contract. At what point can you write a letter if their rent is late - when do you write to advise them you will not be renewing the contract etc. I've no idea about these - but I'd want to know the answers to the questions now so you don't cause any delays. I'd be getting the letters written ahead of time so they are ready to go when needed.

Don't give them one more goddamn inch.

I think the fault is 50/50 here. You've not got the best tenants but when you chose to become a landlord you took on certain responsibilities and risks. The main risks are tenants that don't pay, trash the place or are antisocial to the neighbours, but a high maintenance tenant like this is pretty predictable too. So yes they're unreasonable but so are you for taking on the responsibility of being a landlord if you're not prepared for things like this.

Wow. They sound ridiculous. Get them out asap to save your sanity.

They sound unhinged. I would be looking to replace them as soon as possible.

Reminds me of the time my friend let their Georgian town house out and the family (newly arrived from America) complained about the house being too old hahahahahaha.

So you're a new landlord - have they rented in the UK before?

A professional clean is a higher order clean than a domestic clean. I've used your average cleaner and they're not as familiar with the standard required - wet wash cupboards inside and out, skirting boards, architraves etc. - whereas a professional company do it every day. I'm not surprised their boxes filled the rooms when the professional cleaners came - where else would they go and it's an unfurnished let? I think YABU here.

This was your family home and you have stopped seeing the stains/dodgy tap/bang twice for the boiler to come on foibles all our houses have. Genuinely step back at each issue and consider whether you'd be happy if it was an AirBnB and found the same. But if you let it below market so it was rented 'as is', then remind them of that too. You get what you pay for.

Can I ask where the family are from? Some people come to London having never lived without staff and that's a nightmare. They basically see you as the staff.. I've had that with a middle eastern family. They were reminded that all parties could break at 6 months if they were that unhappy.. They started being more considerate at that point and only flagging 'real' issues.

It is a nightmare being a landlord basically!

Nevertheless, we subsequently agreed to arrange a professional clean of the house.
Why, if you just paid to have it cleaned? This makes no sense.

Before moving in the tenants demanded that we install a washer dryer (we only had a washing machine) which we reluctantly agreed to.
Why? Say they can buy a tumble dryer if they want. It's not your respionsibility to buy them white goods.

I take it you are managing the rental yourself? Is this wise? I'd subcontract it to a proper lettings agent. I hope you have put their deposit in a proper safeguarded account? Have they signed a contarct? And did you take a time-stamped photos of the state of every room before they moved in?