Is it normal to continuously get tenants to requests things

[Steve Tse]

Hi Guys,

I am fairly new at this and was wondering, on average, how many times does your tenant asks for things to be replaced of fixed ? I've had a new tenant for the last 3 months and I keep getting requested to take care of many things such as an icemaker repair, a garage door rail repair, stove light bulb replacement, light switch repair and etc. Tenant lives in a fairly new SFH that has been thoroughly cleaned and everything broken repaired prior to tenant moving in.

What is your strategy to politely let the tenant know that this is not a luxury hotel or all inclusive resort ? How would you deal with this if you manage your own property vs having PM ?

Thank you

[Patricia Steiner]

Your experience is not my norm - and my clients and I self-manage our own properties.  A couple of recommendations:

1.  Do a pre-move-in walk of the property with the tenant and take photos of every room - and make note of condition.  Have the tenant initial/sign a checklist showing the condition at move-in and explain both verbally and within your lease that the property is to be returned to you in that condition (less ordinary wear and tear).  Give the tenant a copy of the checklist signed by both of you and provide the photos.  Gets pretty tangible then.

2. Note in your lease and then verbally with your tenant as to what they are responsible for repairing and what you will be.  If they break the garbage disposal by over-filling it or the like, they are responsible for its repair/replacement.

3.  Require Renter's Insurance with Landlord As Additionally Insured.  It's a cheap date and it should be used along with the tenants' personal funds to make any needed repairs.  

4. When requests are made, have the tenant (and this is part of the lease as well noting exception of emergencies like a broken pipe) email you with the photo of the item and an explanation as to what happened to cause it to break/stop working.  You would be surprised what comes your way:  "my kid flushed something down the toilet" (that's on them)/"I have no idea how the door came off the hinges" (that's on them) / "The sink is clogged" (they used it, they clogged it - you know the drill by now).  Things like a window/roof leaks, termites, AC/Heat not working - that's landlord stuff. 

5.  Don't rent any property until everything is in good working order and make all repairs thoroughly (versus a make it do for now approach).  

6. And, do an exit walk-through at termination end - using the move-in checklist and photos.

Tenants need to know before moving in that you maintain your properties, value them, and that you expect the same from them.  Be sure to do property checks (quarterly or so) which you can explain as your check of the property to determine any upcoming upgrades.  

Hope this helps...what you do before they move-in sets the tone for what happens while they're there.