Any landlords and/or tenants with advice?

taylor86

We are first time landlords and have just rented out our property through an agent. When our property was viewed there were some small finishing touches to complete (eg fill in curtain pole holes). One viewer wanted to pay the deposit then come back for a viewing before moving in. Fine we thought so a move in date was set. Last Thursday the tenant told us she had furniture getting delivered so needed to be in Monday. ( a week early) We were still waiting for some gas checks but told her we would do our Very best to be ready for her. We worked all weekend to get everything done, redecorated and cleaned. She has moved in today and made a list of everything she is not happy with. She states the house is filthy with handprints everywhere.

We have rang her and she was very unpleasant on the phone, we have apologised and said we will visit tonight to and sort out the things wrong (apparently a window that doesn't open and lights don't work)

When I left the property at 8pm last night it was immaculate and everything was in full working order. I cleaned it myself top to bottom.

I have no idea how to handle this? I don't want an unhappy tenant but also don't want to be taken for a mug. The property has high standard fixtures and fittings with new bathroom, kitchen and decor.

Any advice?

pyueck

Did you do an inventory when the tenant moved in by an independent person?

It is quite common for a tenant to to mention every single thing that might be wrong as if they don't some landlords may try and charge them when they move out. You need to get the tenant to sign the inventory.

The tenant sounds like they may be hard work, but this doesn't necessarily make them a bad tenant. Words like 'filthy' are totally subjective, good to get the independent inventory person take photos. She may try and use the email at a later date when she moves out with the place in a mess at the tenancy dispute to say that it was filthy when she moved in.

[Deleted User]

Go round asap to 'sort things out' but also take photos of everything.., and extra photos of everything she says needs fixing. Include the floors/walls/lights/bathroom fixings and kitchen cupboards. A mobile cam will do if it takes clear pics but one that is capable of showing date is essential.

Really should have done this before tenant moved in. As well as taken an inventory.

Without things like photos and an inventory, you have no hope of proving your property was in the condition you say the day before she moved in.

I'd say take references but you've already let her move in so bit late.

G_M

Some unscrupulous landlords claim dedutions from the tenants deposit at the end of the tenancy for cleaning, even if the property is clean, or was dirty when the tenants moved in.

If the tenant has had a bad experience with this, they may simply be pre-empting any end-of-tenancy dispute by claiming on record that the property is drty at the start.

Or they may just be pernickerty tenants who will constantly nitpick every week.....

Go round. Be friendly, firm but fair. Take a camera if your original inventory does not include photos.

If the place genuinely needs cleaning, offer to pay a cleaning company, but ensure the tenancy agreement has an amendum signed by the tenants saying the property was professionally cleaned at the start and must be professionally cleaned by them at the end.

If you believe the property is fine, say so. And take photos.

edit: ps. Take them a 'welcome to your new home' bottle of cheap wine.

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taylor86

We didn't get an inventory done. I presume it is too late to get one done now? A she is now staying she had to spend all day cleaning. We took photos ourselves of absolutely everything the day before. So I have evidence of the condition when she moved in.

We knew this was her first home so really tried to make everything lovely for her. If this is the first day how much worse will it get?

pyueck

No it is not too late to get one done, although the tenant could rightfully argue that the cleanliness part is not relevant as she has subsequently cleaned it. You need a signed list that states what is there and condition, ideally with photos. Without it the tenant can pretty much cause any damage they like or take anything and you have no hope of deducting it from their deposit if they dispute it.

I wouldn't worry too much about the tenant, sounds like she might be a bit of a pain, but good to know they are keeping the place clean.

Really people are different, one person's clean is another person's filthy. Not saying it wasn't clean but some people are obsessive and if this is how she wants the place then she can pay for it.

flora48

Are you using the agent to manage the property? Having had a pernickety tenant in the past, who began just like you tenant has and complained at every verse end, my agent did sterling work in telling him exactly what was what and fending him off. All this for the fee of course. He moaned all the way through the tenancy and I was pleased to see him go. On the positive side the rent was paid and he didn't trash the place but he beame very wearing.

taylor86

The agent is not managing, we used a tenant find only service. The agent has said the tenants mother has been very challenging to deal with all the way through though.

This is our first venture into rentals and may well be the last!

pyueck

Taylor, you need to set expectations of when you should and shouldn't be contacted.

The landlord of course should deal with any serious issues relating to the property or its fittings. However you are not there to be on call 24/7 for changing things that the tenant should sort.

I know an annoying question, but just checking you are planning to protect the deposit and issue the correct prescribed information as if the tenant is a pain they may well try and get you over on this.

tom9980

taylor86 wrote: »

The agent is not managing, we used a tenant find only service. The agent has said the tenants mother has been very challenging to deal with all the way through though.

This is our first venture into rentals and may well be the last!

Next time advertise yourself using the likes of upad/open rent to get on rightmove and meet tenants at viewings, this allows you to get a feel for potential tenants on you terms. As you have found out being a landlord is about managing personal relationships and is the key to a long term profitable relationship.

Don't let this new relationship start badly, sort things out reasonably and simply state that you didn't have time to finish everything because of their need to move in earlier than planned.

G_M

taylor86 wrote: »

We didn't get an inventory done.
:eek: :eek: :eek:

I presume it is too late to get one done now?
:rotfl: :rotfl: :rotfl:

A she is now staying she had to spend all day cleaning.
So your word against hers - that's why inventories matter!

We took photos ourselves of absolutely everything the day before. So I have evidence of the condition when she moved in.
Well that's something as long as you can prove the date.....

We knew this was her first home so really tried to make everything lovely for her. If this is the first day how much worse will it get?

If you have been as amateurish with other aspects of the tenancy, it could get a lot worse....

Gas?
Deposit?
Consents?
Utility transfers?
Electrics?
etc......