Tenants who are always finding problems.

[Fralan Gatte]

I’d like to start out by saying that I understand problems arise and they are legitimate. I self manage 11 properties and I’m a fairly new landlord. I’m curious if I could get any advise on how to handle tenants who are good tenants as far as pay on time as keep up the home but are kind of naive to renting homes and what goes along with being a renter. The particular situation I’m am in need of guidance on is a new tenant we have recently put in one of our homes and this person feels the need to text myself and my partner every time the house makes a noise or the air conditioner makes a sound they think is a problem or when the weather is bad and the lights blink......the list goes on and on. At what point do I as the landlord have to draw a line on what is petty and what is legitimate and set boundaries with the tenant? Any added advise is appreciated. Thanks!

[JD Martin]

1. Ignore frivolous requests outside of "normal" business hours, whatever those might be for you. I won't respond to any text or phone call outside of business hours that's not an emergency because I don't want the tenant thinking I am on speed dial. 

2. Don't respond to non-frivolous requests immediately by text unless it is an emergency. Same reason - you don't want your tenant thinking you are at their instant service. 

3. For frivolous requests: explain nicely but firmly why it is a frivolous request (you don't have to use that word) and how they may be able to address it if they want to pursue it on their own (if applicable) or why it cannot be addressed at all. 

4. For non-frivolous requests: advise what you will/won't do, and when that will take place. Then stick to it. If you tell them you'll look at it by Friday, don't blow it off. 

5. For things that are the tenant's responsibility beyond a certain point, explain that up front. A real life example from me, from about a month ago:

Tenant: "Can you have someone check out the dryer plug? Our dryer runs but won't dry clothes."

Me: "OK. Did you check that the vent is cleared? Dryers have thermostatic switches that prevent overheating if the vent is clogged."

Tenant: "We did that and it's clear."

Me: "OK, the plug likely works but I will check the voltage on Wednesday when I am in town."

Me, on Wednesday: "Voltage is a full 240 and 120 on each leg. Outlet works correctly, you may have some problem with your dryer."

Tenant, one week later: "We got another dryer from pop's house but it still doesn't dry. Can you send an electrician to check the outlet?"

Me: "I can, but I have already checked it for free. If the electrician finds 240 at the plug, you will have a service charge from the electrician. My advice, try replacing your plug first - that is cheap and perhaps your plug is bad since you used same plug on both dryers."

Tenant: "Thanks! Will try that."

Tenant, one week later: "It was the plug and the heating element. Thanks for not sending electrician!"