Ok I’ll throw in my 2 cents
Our personal gas stove has a similar issue. All the burners work perfect. However, if I light the back left burner. Then while keeping it on I try to light the right front burner it won’t ignite unless I let a lot of gas out and use a match. Obviously not the best solution.
I finally determined that when I turn on the back left burner it generates just enough air movement to “blow out” or keep a fire from starting on the other burner since the igniter is on that side. The same will happen if I open our kitchen window first.
So now I’m mindful of the order we ignite the burners Or I use my hand to block the wind. Although I would never ask a tenant to put their hand near the igniter while lighting it. Lastly, if the hardware isn’t put back correctly after cleaning the stove it won’t work.
I’m doing IT in my day job and I’ve learned playing 20 questions goes along way to solve problems instead of making assumptions. Works with renters too
All that just to say what I would do
1. Ask more questions to learn in what scenarios does it become tough to light. Maybe watch them do it. Say I would like to understand the problem more clearly, can you show me what’s going on? Either in person or something like FaceTime. Of course in person is better. I’ve learned that some of the brightest people aren’t that bright in simple things. Or the mother of these kids didn’t teach them the basics
2. If it is like my experience above or them not understanding how something works then a simple education is in order.
3. If it’s clearly a problem with the stove then call the service man back or find another
4. If it’s beyond repair or too expensive to fix then replace it
The important thing is they see you are working with them to resolve the issue and not ignoring it. If you don’t solve it now the next tenant will complain about the same thing