@Mara Witt - sorry but I have to agree with some of the other posters.
- who pays for the heat? Electric?
- get the roof fixed. We have slate too and area/partial repairs on roof are very common in my area. Poor excuse for a tenant occupied, paying tenant. Not the way a good landlord performs. Sorry. Three years of dealing with a leak, no matter how small, would drive me bonkers...
- enforce your lease. If your lease sets tenant expectations, enforce them. You 'being nice' about it does no good. You are saying in essence, don't pay any attention to what the lease says, I'm not.
- I would have handled the heat issue differently. It doesn't appear tenant to be at fault. Instead of giving plastic for tenant to put up - I would have done it myself or hired someone to it. Is the thermostat functioning properly?
I'm laying odds the deferred maintenance has something to do tenant behavior. When ppl pay $$, they expect the service they are paying for. Ppl are just 'wierd' like that. Go figure.
Get over being personally offended. It's business.