Needy tenants and home warranty

[Mindy Bowden]

I have my first rental property and my first tenant is a needy one. He literally calls at least once a week about a problem. Some were legit, like a running toilet. Others, not so much; such as his wife thinking there was leak under the master bath sink but when we and the plumber went over there, it was bone dry. Have also called about stinky disposal, clogged toilets, hearing a "huge" animal in the attic that turned out to just be some mice, etc. The list goes on...

As this is my first property, I read a lot and tried to do as much research as I could prior to going into it but I'm admittedly also learning as I go. 

We've already told him we're not renewing his lease and in fact, if he finds a new place before his lease ends, we wouldn't worry about the 60 day notice. First question, how should I handle this tenant and all his repair requests until he moves out?

Second question is once he's out and I'm seeking new tenants, is there any way to sift out those "needy" type of tenants or is it luck of the draw?

Third, is there a way to discourage getting unnecessary repair requests? A friend suggested getting a home warranty and require that the tenant pays for the deductible while we pay for repairs that end up being required. Is that a good idea? If so, how do you state that in your lease terms?

Appreciate any and all information/suggestions! Thanks!

[Marcia Maynard]

I'd start with open and honest communication. We let tenants know when and how to contact us. We are all about providing a good product and good service. Set usual work hours and clarify the best way to contact you and an alternative way as well. Pick at least one day a week when you focus on rental property business.

Explain to the tenant what constitutes an emergency or urgent need vs what can wait. Answer the calls/texts right away with an appropriate response, or let them go to voice mail for screening prior to your response.

Let tenants know you do not have a 24-hr maintenance crew, that it's just you and your vendors, so you would appreciate their understanding about non-urgent matters. I love this line... "Thank you for letting me know, I'll make sure that gets the attention it deserves."

When you start out with a property, it's likely there will be things that need attention that were off your radar. The first tenant is often the first to discover these things. Inspecting a property is quite different from living in a property. Your first tenant may actually be doing you a service by informing you of these items.

How long has this tenant been renting from you? Once a week is not unusual in the first three months. Those tenants who care about the property and their comfort, enough to let you know when something is bothering them, are often the ones that settle into become good long-term tenants. You may perceive them as needy, but you can change that perception and save the tenancy if you work at it. Try to understand the reason for their calls. Help them to understand your management style and why you might respond to a request in the manner you do.

Remember, whether a need is real or perceived, it is real to the tenant. Treat their requests with respect and maintain reasonable boundaries. Of the items you mention above, I see none as out-of-line concerns.

1. Running toilet - adjust the flapper or handle. Teach the tenant about how to use the water shut-offs at each fixture and at the water main.

2. Leak under master bath sink - could be a leak that comes and goes, or something that spilled there and dried up. If it had been a serious plumbing leak you would be lucky they called you. It's best practice to look into the matter before calling a professional, unless they have given you sufficient information that it appears to be an emergency.

3. Stinky garbage disposal - are you aware that without proper and ongoing cleaning garbage disposals can emit a foul odor. Before each tenancy, I make sure to unplug the garbage disposal and give it a good scrub with a scouring sponge, especially the underside of the lip at the opening. Then I plug it in again. Then I put a half cup of baking soda and a half cup of white vinegar in and let it foam and wait 10 minutes. Then I run hot water down the disposal and turn it on. Check out these two articles for keeping garbage disposals fresh and teach your tenants these tips!

http://www.thekitchn.com/instinkerator-what-to-do-...

http://www.annarbor.com/home-garden/garbage-dispos...

4. Clogged toilets - this is a legitimate call. Tend to it and then teach your tenant how to prevent clogs in the first place. Make sure they have a toilet plunger and know how to use it. Include a clause in your rental agreement about plumbing fixtures and how to keep them clear.

Here's an example of a clause from our rental agreement:

DRAIN STOPPAGES.As of the date of this Agreement, Landlord warrants that the dwelling’s sewage drains are in good working order and that they will accept the normal household waste for which they were designed. They will not accept things such as flushable wipes, personal wipes, baby wipes, paper diapers, sanitary napkins, tampons, wads of toilet paper, dental floss, balls of hair, paper towels, newspapers, grease, oil, table scraps, bones, clothing, rags, sand, dirt, rocks, or children’s toys. Tenant agrees to pay for clearing the drains of any and all stoppages except those, which the plumber who is called to clear the stoppage will attest to in writing, were caused by defective plumbing, tree roots, or a result of weather.Tenant agrees to keep on hand and properly use a plunger when necessary to unclog drains and to prevent water overflow from toilet, sinks and bathtub. Tenant agrees to notify Landlord in a timely manner of drain stoppages that they are unable to clear themselves.

5. Hearing a "huge" animal in the attic that turned out to be mice - In the middle of the night, when most of the world is asleep, the sound of scurrying mice or rats in the attic or walls can indeed sound like something significantly big. Now you have an opportunity to address the rodent issues, which indeed you should do before they cause a health hazard and before your property is exposed to more damage. Until you know for sure it's only mice, consider that other pests could have penetrated the attic too... rats, bats, squirrels, possums, etc. Have a good professional pest management company on your team and learn the basics about do-it-yourself pest management too.

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Landlording is an art. Most landlords learn as they go. Consider this your training ground. Unless the tenants do something egregious, think twice about giving up so quickly on this tenancy. 

Also, about your friend's ideas... What landlording experience do they have? Don't incentivize the tenant to avoid calling you when there is a need, or you may be looking at problems that go unchecked. Also, the idea about getting a home warranty and expecting the tenant to pay the deductible is not good, IMHO.

As a landlord, you have certain responsibilities. Try to partner with your tenants to make sure your property is well maintained. Here is an example from our rental agreement that outlines some of how we do this:

MAINTENANCE OF PREMISES.Landlord will maintain all electrical, plumbing, heating, and other facilities and appliances supplied by Landlord in good working order.Landlord will perform periodic inspections of the premises, no less than once a year, for the purpose of property maintenance and repair.Landlord will notify Tenant in advance of the inspection. Tenant agrees to allow Landlord timely access to premises to do maintenance and repair.Tenant will notify Landlord in a timely manner of any damages or problems as they arise, including damages caused by Tenant, malfunction of appliances or fixtures, and water/moisture leaks and spots.Tenant will take care of the premises, keeping them clean and clear of debris. Tenant will use appliances and fixtures in accordance with manufacturer recommendations.

Mindy, I hope this information and my suggestions are helpful for you. Take a listen to BP Podcast #83 for more landlording tips. All the best to you. Good luck!