Hi all, 

I recently purchased a duplex in Memphis, TN that was occupied. This duplex is in a good neighborhood near Rhodes college. Rents are below market due to long term tenants being in place, and both leases expire in April of 2020. Before purchasing the property I had reviewed the rent rolls and was aware of the fact that this tenant had paid late a few months, but it was nothing that was out of the ordinary. Rent would come in on the 12th or 14th sometimes with a late fee. Not to my surprise, since the purchase of the duplex the tenant has been paying late. 

The issue, however, is not the fact that the tenant pays late. The tenant continually files maintenance requests on Buildium and has refused to take phone calls to schedule a time for repair for requests that could potentially lead to larger issues on the property. I won't hear from the tenant until there is another issue. 

Here's January 2020 for example (read until the end, it only escalates): 

Friday 1/10/2020: Tenant files a maintenance request stating that the security door is broken. I call her twice, no response. 

Thursday 1/9/2020: Tenant calls stating that there is a hole in the HVAC duct. I call/text asking for a time that I can come by over the weekend to fix the issue, no response. 

Tuesday 1/21/2020: Tenant calls at 9PM saying the upstairs toilet is backed up and not flushing. She creates a task on Buildium, and I let her know that I will have a plumber call her the next day to schedule a time to come fix the issue. 

Wednesday 1/22/2020: Tenant creates an additional task on Buildium that the ceiling is leaking below the bathroom. I call the plumber and let them know. At this point, the tenant doesn't answer either of our phone calls for 2 days. The whole time, there is an active leak on the property. 

Friday 1/24/2010: Tenant calls at 2:21AM (leaving a lengthy voicemail) stating that there has been a domestic physical altercation, there are police at the property and the back double sliding door needs to be boarded up and replaced because it was ruined. She mentioned that she needed someone to come immediately during the night to board up the door while she headed to the police station. 

I'd like some feedback on these two dilemmas: 

What is the best protocol for a tenant that creates maintenance requests but then won't correspond for a time to fix the issue? (Assuming the issue could turn problematic, like a leak from an overflowing toilet upstairs)

How would you deal with a tenant (inherited) who pays late but will request minor maintenance requests, or ones that aren't typically the landlord's responsibility? (Nothing specifically stated about these types of requests in the current lease)

Thanks in advance!