Good morning
How do you deal with a demanding new tenant? On the first day after moving in he requested a new washing machine, carpet cleaning (carpets have been professionally steam cleaned) and the replacement of bathroom taps which the plumber suspects were broken by a heavy object. I had the taps repaired straight away and a new washing machine delivered within days. I receive messages every day, asking for carpet cleaning. The problem is that no professional can promise better results. Advice, please?
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I assume you inspected the washer and determined it needed changing?
If they broke the taps they should be paying for them.
Do you feel there is an issue with the carpet cleanliness, do they have a point? Would a wet clean offer a better solution?
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You have no legal obligation to carpet clean
If they want it they can get it themselves
Did you not do an inventory before they moved in?
Don’t be a pushover
They are testing you
You are in for a ride
Hold your ground and put your boundaries down
Just because they ask for something does not mean you need to provide it
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Thank you Mark 10 for your response. The handyman confirmed that the washing machine is not working and it is not economical to repair. (It was working when the previous tenant left, but they can pack up without warning).
The tenant does not admit he broke the tap.
Re: carpets - what is a wet clean? They have been steamed cleaned by professional cleaning company.
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A wet clean (shampooing) is where water and cleaning solution is sprayed over the carpet and can result in a deeper clean over steam.
The issue is the carpets can take a while to dry out.
Have you inspected or seen photos of what they are complaining about?
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Hi, thank you for your reply.
Yes, we have an inventory, and it was noted that the carpet had some wear marks.
I wouldn’t want to antagonise the tenant so early in the tenancy.
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It may be that the carpet is just damaged and no amount of cleaning will help.
A spot clean may help, on just the areas affected.
They do have a point. But I spoke to another cleaning company and, if I do a new clean, there is no guarantee there will be an improvement. Waste of money, or well spent in order to appease tenant?
This is where doing some jobs yourself comes into play.
I bought a wet vacuum cleaner which has helped me out numerous times.
Somethings you’ll only know for sure by doing it.
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I have our carpets professionally washed before tenancy and contractually ask the tenant does the same yearly and return in the condition provided save wear and tear.
It’s all explained on arrival.
My chap is very reasonable and will do the house for ÂŁ60!
I usually can get a decade out of carpets this way, even in student houses.
Only in January did I change a carpet at 5 years because a tenant slashed it in the middle of the room with a blade and my fitter said it was beyond repair.
Burn marks etc don’t come out and neither does normal wear, where there was excessive foot fall.
I wash them to remove odour and risks of infection ( eg HPV, covid etc ).
Short of providing new carpets you can’t do anything.
Write to them politely explaining that it’s clean, show them the receipt and the rest is normal wear .
Some tenants have unreasonable expectations either because they don’t know ( young and inexperienced) or they are playing a game to determine how far they can push.
You will at least figure your tenant out quickly.
Pandering to their every demand, if they are manipulative, will cause you problems in the long run as you set a precedent of what they can expect.
I learnt the hard way and demarcate my boundaries from the beginning.
My solicitor taught me only do what the law requires not what the tenants want.
I try and be as transparent as possible.
My inventory includes a list of items including date of purchase , inventory hive document, and receipts are kept on file in case of dispute.
Cleaning receipts are included in the inventory hive document with photographs of the flooring demarcating marks and wear and tear, if any.
Hope that helps
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Does the tenant have to abide by the professional washing clause, I thought this was unenforceable?
You cannot ask for it directly but…
If your clause reads to return in the condition provided, save wear and tear, you can ask for it.
My inventory includes the receipt as an image as evidence so should it go to dispute I have evidence.
Tessa from landlord law has said this on her webinars as have my deposits at a conference
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Im not convinced by this argument. Firstly, its a myth that properties must be returned in the same condition less wear and tear. A landlord and tenant are at liberty to contract to return it in a better or worse condition if they both agree. Thats entirely separate to the requirements of the Tenant Fees Act, which states that:
A landlord must not require a relevant person to enter into a contract with a third party in connection with a tenancy of housing in England if that contract is—
(a)a contract for the provision of a service…
This should apply whether the landlord has had it professionally cleaned or not. The whole point of the clause was to allow tenants to clean themselves and if they are capable of cleaning to the agreed standard, there is nothing more that a landlord can demand.
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We use our own carpet cleaner. It brings up lots of dirt each time and the carpets look great afterwards.
Thank you Christine.
I thought that using a professional cleaning company and providing receipts would carry more weight.
Thank you everyone for your input.
I am a tenant how long has he been there, can you retract the tenancy, does it have a cooling off period.
If you don’t have a written agreement give him Notice to leave.
Check first if that’s an option.
Most gene at agreements stipulate conditions and all that. Gosh I wish you were my landlord you are super helpful.
You have to show him where to draw the line as he is taking the Micky with unacceptable demands.
I am sorry he gives tenants a bad press.
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Folks here are right! - You gotta put an end to it, if you think you cannot handle it yourself then for sometime, try to hire a property manager for some money who can deal with them for you. Only consider this as option if you are in a box with contract and everything.
The silver lining is that you will learn a great deal with such tenants and with start of a new tenancy, you will like to add custom clauses and make things absolutely clear as what are their obligations and whats yours - you will recite things like a parrot before even getting into paperwork, also you will spot such trouble makers from a mile away I am sure!
(I hv my own learnings from previous tenancy but now I get better with every new one).
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I use an independent inventory clerk at the beginning and end of each tenancy and have found the reasonable fee has always been worthwhile.
It would have covered any issue with the carpet and taps and I always request that any white goods are checked to be in working order too.
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So the washing machine was faulty.
The taps were damaged.
So the only thing then is a dirty carpet which the OP has said the tenant has a point with.
I don’t think they are being demanding at all.