Landlord here..looking for advice

[LOISJ]

Hope I’m posting this in the right place as I would love to get some advice.

I’m a new landlord and I owned and lived in the place myself for 7 years but recently rented it out to move in with my boyfriend. I’ve done it through an agency so everything is above board and by all account found a nice professional couple to live there who were properly vetted.

However, in the first week of moving in they contacted the agent who are managing it for me every single day with issues…some reasonable some not.

Now I want to stress I know fully it’s my responsibility to ensure repairs are carried out and I have no problem them contacting us for genuine reasons. Infact it’s likely a good sign they’ll look after it however their issues range from reasonable to downright silly. I need advice on how to deal with it moving forward as I can’t sustain this in the long term. A few teething problems yes but the property is in a good condition, well looked after and I lived there myself personally for 7 years- worth noting I’m extremely house proud!

Issue range from windows don’t open (they were stiff as it is a Victorian terrace) heating doesn’t work (it does they’d just messed about with the boiler and pressed something) to genuine bits such as a leaky radiator which I’m happy to fix however when we try to arrange the plumber to come they say it’s inconvenient. They’ve already asked for a reduction in their rent in the first week. During the week, and in an attempt to help them I went round there myself in my own time rather than the agency, to take them through bits and allow them to ask questions. Before I left I asked if there was anything else or if they needed shown how things work, they told me no.

I’ve also paid to have a shower bracket fitted to the wall on their request. Previously I had a hand held shower over the bath. Personal choice but that suited me fine so I feel I’ve been very accommodating to them.

They’re now asking to have blinds fitted over the patio doors in the dining room. I’m really reluctant to allow this as it’s more work and modifications. The patio doors look onto an enclosed private garden with no passing traffic or prying eyes. AIBU?

Please help….

As a LL I always took the view that the tenants could ask, and I’d always consider their request and either do it or allow it if I couldn’t see a downside.

To me, rent reduction there’s an obvious downside (loss of revenue) and also the matter of setting a precedent over very minor stuff, so that’s a clear no.

On the blinds, I wouldn’t want to pay (as it was rented without them so they saw that on viewing) but neither would I want to deprive them of a fairly reasonable thing so I’d say they were welcome to fit their own blinds, as long as at the end of the tenancy any fixings etc were made good. Like the shower attachment, you could pay if you’d rather it was done properly and left in situ when they leave - up to you.

As PPs say, speak to the plumber to advise about the job and then give the tenants the plumber’s number and let them get on with arranging the work to suit both parties.

Do they know your personal details? Start replying from Mr Op. Maybe they are taking the piss because they think you are a soft touch...

My dh and I previously rented for along time and over the years we had many issues with apartments/houses. The only time we asked for a rent reduction was when our bone idle landlord kept putting off getting our heating fixed {3 months altogether in Winter!} The gas heating was included in the rent , so obviously, we were well within our rights to ask for a reduction!
In your case, I think they are just being cheeky. You sound very accommodating.

The blind is also something they should sort out themselves.

I had a tenant like this and it is very draining. They would do things like cause the electrics to trip and then call the letting agents to demand an electrician come out. I ended up being quite firm with the letting agents and pointing out to them that the tenant wasn’t the client, I was.

I think teething problems are to be expected.
Hopefully it'll settle down now.

Big fat NO to Rent Reduction, none of the above warrants that!

I would also leave a decent paper trail via email, conversations, refused plumber times etc

I would call the plumber, sort the job out with him, then tall him the tenants will call to arrange a time, but you don't authorise anything other 'little jobs' they request & any problems to call you. Then text the tenants to say xyz has been arranged with the plumber, please call him to arrange a convenient time, or let me know if you'd prefer the agent/me to meet him at the property.

I wouldn't really want blinds at the patio door either, but it's not an unreasonable request, so I'd say they can do it & I'll arrange & pay for the fitting, but they need to buy the blind. I'd pay for the fitting because I'd want it done properly & it can stay when the leave.

Are you paying for full management? In which case let the agent earn their keep. They should be organising plumbers etc. With regard to changes / improvements, no is a complete sentence if you don’t want to do them. I have a flat which had horrible office blinds and the tenant wanted to fix a pole to have curtains. I agreed to this as I felt it would have no deleterious impact on the flat. But it is entirely up to you as PP have said they agreed to rent knowing about the lack of window cover

Oh and when tradesmen can’t make it at a convenient time for tenants ask if they are happy for the agent to let them in while they are out. If they refuse this too then you are perfectly entitled to say that you have made best efforts to deal with the issue.

I agree that they are testing the boundaries early on.
And I’m sorry to say, I don’t think this will be a smooth tenancy.

Absolutely to fixing things that are part of the property….radiator leak etc.

Properties are let as seen. So, if there’s a handheld shower and no blinds, you ask at the point you’re negotiating a contract…..not a week into the contract. Otherwise, where does it stop and they might think they can just ask for anything and you will provide whatever they like.

Either they are inexperienced renters who don’t understand how it works (and need it explaining to them…let the agent do that) or they know you are very green and are looking to get you to provide lots if stuff or gearing up to withhold rent on a spurious basis.

No to a rent reduction. There have been no on-going issues that you have failed to address.

I understand about wanting good relations and to keep tenants and that sometimes you might agree to an early request if it seems reasonable, or to a request later in the tenancy if you hope it will keep them there longer, even if it’s a cost that isn’t your responsibility. But you are right to spot this isn’t usual and could get out of hand.

Some tenants are just CFs. My friend rented out her flat in Sweden to an American woman and had a similar experience. The most ridiculous was when she received a call at 5am our time because the light had gone out in the bathroom and needed to be replaced. It wasn't broken, it just needed a bulb... and she wanted my friend to sort it. My friend was living in Australia at the time and the tenant knew

Is the agency supposed to be managing the let? Then they can pass on requests but other than the boiler, windows and shower that's the end of it. It's their job to manage the expectations of tenants.
It does sound like teething issues mainly - you may be used to stuff but they expect things (like windows) to be fit for purpose. I have had tenants who kept saying how good they were but they blocked the drains with fat causing a flood, fed the pigeons attracting rats, and kept putting wipes down the mascerator toilet (there were two other toilets if they didn't like to use it) blocking the system. I dealt with it all through gritted teeth as they paid on time and kept the place in good order.
A gentle reminder from the agents as to what is their responsibility and what is the landlords would not go amiss. But even if using an agent there is administrative time and costs to letting out a property.