How do I reduce the number of maintenance calls from Tenants?

Question

Hi

I am pondering how I can reduce the unreasonable expenses spent on my property and I see that there a many calls from my tenants every month . I try to be a good landlord and fix up and/or replace and try to pest control every quarter or so.

But feel that every time a plumber, A/c guy stops by it starts eating into my cashflow. $75 to 100$ a pop.

So looking for ways to cut down on the calls.

Would it be a good idea to pass the first $50 to the tenant in case they called for any maintenance?

Please share any suggestions regarding how you are handling similar issues and keeping the properties cashflowing.

Thanks

Account Closed · Answer

My lease always included what the difference is between an Emergency Call and a general repair request call.

Emergency Calls, I would take care of immediately.

• Leaky Toilet
• Running Faucets
• Leaking Roof
• Furnace not working
• Lights not working
• Electrical outlets not working
• Things of that nature.

General Repair Requests are to be submitted to me in WRITING sent to my office,  and I would take care of them in the order they were received.

Once a tenant has to put it in writing, some how they just don't feel the repair is that big of a deal anymore.  However, they may not report repairs or damages any more so be careful on  how you handle this matter.

I also tell them, that if my repair person, finds there is no repairs to be made, they will be billed the $75.00 service call fee that my handyman bills me for having to go out there and find nothing wrong.  This also goes for "no shows".  Once an appointment has been made with them, if they don't call to cancel, and my guys show up, then they are billed for the call.

Have everything in writing in your Lease Agreement, and you're good to go.

Nancy Neville

Michael Boyer · Answer

Anna, one area hinted at above is to look at your turnarounds some more...that is, what are you doing in terms of maintence, repair and replacement at the turn arounds when a tenant moves out and before you re-rent it?..I probably tighten, lubricate, replace or repair over one hundred small things from toilet flappers to closet doors when a unit turns over...it is far easier than doing each one when they break, which means we have to schedule an individual call for each one, move all their stuff out of the way, fix it etc...in fact, if I do get a call, actually not that common but does happen, I make sure and say "what else" to get it at the same time....so just trying to consolidate more maintence, especially when you have full access to the unit, may help. Best of luck...

Account Closed · Answer

@Anna Sam Unless it's damage directly caused by the tenant, I don't see how you could charge them for repairs.  Maintenance and repairs are the responsibility of the property owner.

I would catalog what repair issues you're experiencing and address them then.  One thing I do is go through the unit thoroughly on any turnover. I examine everything carefully and fix problems then and there. That really seems to minimize issues once a tenant is in.

Also, if I'm called for a repair, I inquire of any other problems they've noticed, so I can take care of them in that visit.

If you are unable to handle repair issue yourself (which is what it seems) then you are at a bit of a disadvantage.  Perhaps you could find a company that offers maintenance contracts for a fixed fee.  That would at least lend a bit of predictability to your costs.

I commend you for trying to be a good landlord!

Gail K. · Answer

I agree with Michael's approach.  Many of the calls one might get seem to involve plumbing issues.  When the units are empty change toilet flappers (and, if need be, toilet "guts"), check toilet bolts on tanks, the floor and the toilet seat.  Check for connections on water lines and drain lines under all sinks (and change out kitchen drains if starting to wear out), check for faucet drips; run showers to check for leaks; "rod" out drain lines with a "Zip It" (amazing what you might pull out).  I know landlords who replace every light bulb in their rentals when empty.  Call in the HVAC guy to do routine servicing of the unit to make sure it's running correctly; cooling adequately if coming into summer; coming on if you're getting into winter.

Oh yeah; put fresh batteries into the thermostat if they need these.

It's a whooole lot easier to do these things when the units are empty than when you get a call in the middle of the night.

Gail

Jeff B. · Answer

I forbid tenant repairs and EXPECT to be called.  Tenant maintenance can put the landlord into a bind where the tenant expects (and can demand in court) rent credits for work performed and you have no idea of the appropriate solution/code adherence.

My lease specifically states that the plumbing is in working order without any blockage and if it does occur, it's the tenants responsibility to call the plumber.

Even with 6 units, I don't get multiple  calls per month - - heck, maybe 4 calls all year.

Elizabeth Colegrove · Answer

Honestly I did this by becoming a tight landlord. I have a 16 page lease with 38 addendum in it. The lease outlines their responsibilities and mine. I have a $100 deductible which means that they have to pay the first $100 of every repair. I outline what maintenance cost are there versus mine.  I spend an hour going over the lease so there is no question and than most importantly I hold their feet to the FIRE.

Here are two posts I wrote for Biggerpockets where I go more in-depth into my strategy.

https://www.biggerpockets.com/renewsblog/2015/10/1...

https://www.biggerpockets.com/renewsblog/2015/11/2...

In the end my lease has seriously been the reason why business runs as well as it does in profitability and less stress. It is why I can manage 10 soon to be 12 house with a full time job. It is how I self manage my houses, even those across the country.

I am nothing other than a jaded landlord but always happy to help.

Good luck!

PS- This won't work for everyone but for me it has been my saving grace and why I am able to operate at tight margins in my area. It has not cut out the meaningful calls, just the ones that were on the questional to not my responsible range.

Jacqueline Carrington · Answer

What type of preventative maintenance are you doing? Which kinds of calls are you getting?

Andy Robison · Answer

Plumbers? For what?If its something caused by tenant they foot the bill. "Oh no there is nothing we did to the toilet to make it stop working" as I pull a small bottle of lotion from the thing. That'll be $150 AC? why is the hvac guy being called?

How do I reduce the number of maintenance calls from Tenants?

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