Hot Water Boiler Broke - Tenant Seems Ignorant of Landlord Consideration

[Chan K.]

Hi BPer,

I would consider myself a decent landlord, where I would address every issue or concern that my tenants have.

Recently, my hot water boiler broke, so this issue negatively affect 2-3 units in the building. Two of the tenants seem to have no concern, but there is one tenant seems to be very ignorant about the situation.

Here is the story:

The first time the hot water issue was encountered, the lady called me at 7:45 PM telling me that she has no hot water. I told her I can come down at 8:00 AM in the morning. She seems very annoy by my answer. I told her that I could not just come instantly when you call, there is standard protocol .... etc.

The next day, I came by at 8 AM (on Saturday) to reset the boiler. Everything came up normally and everybody has hot water. Two days later, the boiler's light went off again. I got a call again. I told the lady this is something serious, and I have to call professional. She asks me when is it going to get fix. I told her I don't know, because I have to call the maintenance company, and make the appointment. Again, she seems very annoy. I got a schedule the same day a few hours later. The plumber came, and found no critical issue. He reset the light and charged me $95 for 25 minutes of work. This morning the same tank went busted, and gone (water starts coming out ..).

So, I have to replace a new tank, in which will require to order a new part, tank, schedule with the plumber, ..... I told everyone in the building including the lady that I am really sorry, but the boiler is broken and I proactively call around to get someone to come down and replace it. Everybody seems to understand, but this same lady is so ignorant and she demands that I get her hot water immediately.

I told her mam, even at my house when my boiler broke, I have to wait until the maintenance guy can come down and replace it. I told her nicely that I am really apologize for the inconvenience this might cause, but I have tried everything to my best to get the boiler up and running again.

Question:

When we have problem like hot water boiler (broken) or other similar issues, how soon does landlord have to get it up and running again?

From my view, I also have to call someone else, and I also have to wait until plumber's queue is clear to come down and fix my issue. Even though, I have the money, but it is not like I can force the plumber to come down instantly.

I look through "landlord responsibilities mass", I could not find the mention of such turn around timeline.

Can any experience property management or landlord give me some insight into this?

Thanks,