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 had tenants who requested that I remove the downstairs carpets and have wooden flooring installed. This should have been a huge red flag, but like you I thought I’d show some good will and went along with it.

Anyway, I agree with those saying you should offer them the choice of breaking the contract early if they are not happy.

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.

The OP wants to collect the parcel whilst discussing their issues, you can argue "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" both ways. OP isn't at their beck and call to come and discuss the issues on their schedule. They can do it when she's free.

Sounds a bit petty, really.

Just get them out as quick as you can.

As soon as they demanded a washer/dryer you should of backed out of the arrangement.

Another one saying check you have done all that is legally required of a landlord including the relevant safety checks and deposit with professional deposit holder. You did not need to provide a washer/dryer if only a washer was in the list of goods - but having done so, you do need to ask them when it can go in. Also, for your protection and theirs, insist everything is emailed except dire emergencies - and even then, for your protection, I would email them to say "you called me at 6am on Sunday morning saying there was a flood in the house ..... I then did x y z". I, too, would be searching for the break clauses in the contract.

Nightmare! They sound like chancers. What nonsense about the combi boiler! FGS don't let them bully you into replacing a perfectly adequate, working hot water system.

As others have suggested, get a management agent in, or offer to end their tenancy early if they are so unhappy with the property. You'll find easier tenants in no time.

Fuck that. Get advice and give them notice to leave asap.

Ask tenants to provide photos of their issues so you can see if they are being reasonable or not.
Deal with everything via email to keep a written record
Re the washer/dryer, tell them if they are unwilling to be present for delivery, you will cancel the order, as how else can it be delivered?

Don't engage in stupid back and forths with them

Do we actually know if they were telling the truth about the place needing another clean; or did OP just arrange it to placate them and so they would have no grounds for complaining again if they'd actually been there when the new clean was done?

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

I fear you're right here. I think they're setting you up in advance as a nightmare landlord, so they can then DARVO when refusing to pay the rent.

My FIL once had a colleague who invested in an expensive camcorder (this was some years ago!) to take with him on holidays, specifically so that he could find/invent/concoct anything possible to complain about - and 'prove' it (even if he was filming a problem that he'd just deliberately created himself).

His MO was planned right from the very start: find and book a lovely holiday that he had every intention of angrily demanding a full refund for.

Mind, he also knew a couple who lived in a council house, who took up all the upstairs floorboards to burn as firewood in the living room, and then bitterly complained to the council that their house was in an appalling state and so they should not be expected to pay any rent to live there!!

These people will be a bloody nightmare, but you are where you are, so I suggest that you mark on your calendar the earliest date that you can serve notice and just prepare yourself for a white knuckle ride until then.

And as others have said, get LL insurance and a managing agent.

I thought it was pretty standard for both tenant and landlord to sign off on an itinerary with photographs before the tenancy starts so they cannot complain, and they return it to the landlord in a similar state? This also stops the landlord from claiming the tenants damaged the property. This is vital.

As a general guide, if a tenant has yet to move in and is demanding things like different white goods, the colours of rooms to be changed, different flooring to be put in... run a mile. If you give an inch they will keep demanding more and treat you more like a concierge than a LL.

Good luck.

Get an agency to manage the property. Well worth you not having to deal with the tenants

They do sound bad, but I will say as a tenant that I have never moved into a home that was properly clean. They always look fine when I visit, but then when I move in I always see dirt. Some of it is just dust accumulated between tenants, but there are also things like dirty toilets and the inside of cupboards. It's annoying considering how we tenants are penalised if we leave anything not perfect - I was penalised for leaving cleaning products for the next tenants, for example.

Get a management company. Don't communicate with them directly. Also don't agree on ridiculous things. If you've rented it with a washer and they want something else, they can buy it themselves.

If you don’t want to pay an agent to manage, join the NRLA and do the accredited landlord course.
This will give you the knowledge of how to manage them but also there are lots of resources to help.

The problem with supplying white goods is you will now be responsible for any breakdowns or replacement.

Just give them notice and get them out asap. Nothing good will come of this tenancy.

Next tenants use a management company and have absolutely nothing to do with the stress of it!

Are you the tenant? I would have thought that if you wanted a washer dryer you'd arrange to be in for the delivery and accept that white goods are not always available at short notice (I have recently had to replace both my washing machine and my dishwasher and had to wait a few days for both).

As for the parcel, it doesn't belong to them. They could leave it on the doorstep for the OP to collect.

On paper being a landlord looks so easy.

Buy a house. Stick those tenants in and wait for the money to roll in while you spend your time on the beach in Spain.

Oh and the combi boiler thing, if that was important to them they should have asked before they moved in.

I manage perfectly well with a conventional boiler and hot water tank.

I agree with others that they are likely to be draining and refuse to pay rent OP. There is a shortage of property - I'd give them notice at the first opportunity and get someone in who's less demanding.

No, I think most of us understand that we’ll have problem tenants from time to time, but that doesn’t make it any less frustrating when it happens.

Many tenants seem not to understand that their landlord isn’t a concierge or a hotel manager.

When reading the title of your OP I was poised to believe that you were being unreasonable (as a long-term renter who has had some awful landlords) however, taking what you have posted on face value I don't think you are.
As other posters have suggested it may well save you time and stress (and possibly money in the long term) to get a management company to deal with your let.

If you are going to continue managing this yourself then you will need to establish some firm boundaries very quickly, including how any issues should be recorded. You also need to be 100% sure that you are meeting every one of your legal obligations for both yours and the renters protection.

To give the renters the benefit of the doubt, moving is a very stressful time but the longer you allow them to be rude and demanding the harder it will be to manage their behaviour in the long-term.

I could write a very amusing book on the many bizarre tenant requests I've had over the years.
Usually things calm down after the initial stress of moving in.
From now on be strict as to what is and isn't a reasonable request. Its just down to experience, the law and gut instinct.
If its not your cup of tea then either use a management company or sell it.

Also don't know why people are assuming the OP doesn't have the correct paperwork in place.

I'd love to have you as my landlord OP.

My landlord drags his feet to fix a broken window and I have two young children here. I ended up having to fix it myself which cost me over 100 quid. No choice - not risking my kids safety.

You sound great.

We've had tenants ask us to come round to change a AA battery and a friend of mine was asked to come round to change a lightbulb. (We did, he didn't)

This situation will not improve, discourteous/rude and demanding (unreasonably) tenants from the outset. A break clause asap, failing that an agent until you can end the tenancy agreement. Your sanity and well being needs protecting.
There is a huge demand from tenants for rental property and most are polite and reasonable to deal with.

Future legal changes will make it more difficult for landlords to end situations like this so don't delay. Look at the NRLA website for detail.
Good luck 🤞

I am a landlord. If new tenants ask for various things I tend to respond with "the rent reflects the contents and condition of the property" this is to prevent tenants basically upgrading to a higher rent bracket while paying less. I tend to still agree a few small up grades because you want goodwill.

During the course of the tenancy I would expect the tenants to be around for deliveries but I would make arrangements or offer to be there for things that are solely landlords resp like the gas cert.

Saying that this lot sound pretty awful and you could offer that they can leave and then I would get managing agents onboard.