Tenant's frequent unjustified complaints- how to avoid?

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    Tenant's frequent unjustified complaints- how to avoid?

    Hi everyone,

    First time on this so please excuse the mistakes.

    I have had a tenant for the last eight months on a 12 month AST contract and she has managed to get my personal details from the letting agent. Not normally a problem only she is ringing me up to complain almost every week and she will not talk to the agent. As I am paying for a fully managed service I am frustrated at the situation I have been left in.

    The tenant is heavily pregnant and after three months from becoming pregnant informed me of such and complained there was no shower in the flat and the hoover didn't work. I pointed out that there was never a shower in the flat when she rented it three months earlier and went round to the flat to show her how to empty the hoover back such that it worked. A week later the hoover mysteriously broke beyond repair and another phone call informed me of this as well as the council tax and electric bills being too high. I bought a brand new hoover to appease her and told her I could not do anything about her other complaints. The following week the heating was broken, I called an engineer out, £50 call out charge, to tell me nothing was wrong the tennant had turned the heating off at the mains (Economy 7 heating on a seperate circuit). Since then it has been a stream of complaints, including a broken bed, replaced a week later with a new one and now it is a washing machine that doesn't clean properly so she would like a new one. I suspect it will miraculously break next week!

    Any suggestions on how to avoid more expense?

    Thanks in advance!
    This is only my interpretation and I suspect I may be wrong

    #2
    Originally posted by Reading_up View Post

    I have had a tenant for the last eight months on a 12 month AST contract and she has managed to get my personal details from the letting agent.

    As I am paying for a fully managed service I am frustrated at the situation I have been left in.

    Any suggestions on how to avoid more expense?
    (1) Tell her she must deal with the agent and if she calls you again, then you will not discuss tenancy related matters with her.

    (2) Give the agent a rocket for giving out your telephone number. You pay them to act as a firebreak between you and the tenant and they should not release such info to the tenant. Obviously, if the appropriate request is made, they have to give her your name and address, but not your phone number.

    (3) Pregnant women can act quite strangely, so give her a chance to give birth and settle down a bit. However, if, following the LA addressing the matter with her, the problems continue and you are satisfied that there is something fishy going on, don't renew the tenancy and/or serve her with notice.
    Health Warning


    I try my best to be accurate, but please bear in mind that some posts are written in a matter of seconds and often cannot be edited later on.

    All information contained in my posts is given without any assumption of responsibility on my part. This means that if you rely on my advice but it turns out to be wrong and you suffer losses (of any kind) as a result, then you cannot sue me.

    Comment


      #3
      Thanks for the help and prompt response
      This is only my interpretation and I suspect I may be wrong

      Comment


        #4
        Thats probably just wants she wants, notice to quit so that she can get a council house
        Please note i may be in pumpkin mode, the light might be on but i may not be here

        Comment


          #5
          Originally posted by cillitbanger View Post
          Thats probably just wants she wants, notice to quit so that she can get a council house
          Yes, that could well also be true, but at least give her the benefit of the doubt first......
          Health Warning


          I try my best to be accurate, but please bear in mind that some posts are written in a matter of seconds and often cannot be edited later on.

          All information contained in my posts is given without any assumption of responsibility on my part. This means that if you rely on my advice but it turns out to be wrong and you suffer losses (of any kind) as a result, then you cannot sue me.

          Comment


            #6
            Originally posted by agent46 View Post
            Yes, that could well also be true, but at least give her the benefit of the doubt first......
            I am hun, but also looking at the big picture
            Please note i may be in pumpkin mode, the light might be on but i may not be here

            Comment


              #7
              You could also say that all complaints must be IN WRITING or will not be actioned (unless a genuine emergency).
              All posts in good faith, but do not rely on them

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                #8
                Update

                The washing machine has now miraculously broken and T would like a new one. The LA told her as T she could get a new machine as it was LL property and she should not replace. The difficulty is, that I am told I need to do this in 7 days.

                Does anybody know the timescale I need to replace the broken items by?

                Also I am able to reclaim the outstanding £50 to put towards the cost of the new washing machine.
                This is only my interpretation and I suspect I may be wrong

                Comment


                  #9
                  I'd be serving notice on this tenant big time.

                  Comment


                    #10
                    As a matter of interest, on what grounds could you serve notice?

                    Are the items genuinely broken, or is she flogging them on Ebay?

                    Comment


                      #11
                      S21 as long as out of fixed term. No grounds necessary.

                      Comment


                        #12
                        Originally posted by attilathelandlord View Post
                        S21 as long as out of fixed term. No grounds necessary.
                        This means s.21(4)(a) Notice. Be careful re dates inserted; such errors are the most common reason for Court's rejection of Notice's validity.
                        JEFFREY SHAW, solicitor [and Topic Expert], Nether Edge Law*
                        1. Public advice is believed accurate, but I accept no legal responsibility except to direct-paying private clients.
                        2. Telephone advice: see http://www.landlordzone.co.uk/forums/showthread.php?t=34638.
                        3. For paid advice about conveyancing/leaseholds/L&T, contact me* and become a private client.
                        4. *- Contact info: click on my name (blue-highlight link).

                        Comment


                          #13
                          Originally posted by Reading_up View Post
                          Hi everyone,

                          First time on this so please excuse the mistakes.

                          I have had a tenant for the last eight months on a 12 month AST contract and she has managed to get my personal details from the letting agent. Not normally a problem only she is ringing me up to complain almost every week and she will not talk to the agent. As I am paying for a fully managed service I am frustrated at the situation I have been left in.

                          The tenant is heavily pregnant and after three months from becoming pregnant informed me of such and complained there was no shower in the flat and the hoover didn't work. I pointed out that there was never a shower in the flat when she rented it three months earlier and went round to the flat to show her how to empty the hoover back such that it worked. A week later the hoover mysteriously broke beyond repair and another phone call informed me of this as well as the council tax and electric bills being too high. I bought a brand new hoover to appease her and told her I could not do anything about her other complaints. The following week the heating was broken, I called an engineer out, £50 call out charge, to tell me nothing was wrong the tennant had turned the heating off at the mains (Economy 7 heating on a seperate circuit). Since then it has been a stream of complaints, including a broken bed, replaced a week later with a new one and now it is a washing machine that doesn't clean properly so she would like a new one. I suspect it will miraculously break next week!

                          Any suggestions on how to avoid more expense?

                          Thanks in advance!
                          Pretty much the same as my tenant who I am now evicting via S21 process, I was given some great advice on here at the time (especially Surrey) give her a set of repair reporting guidlines on who and how she should report any repair issues (inform her that ALL repairs should be put in writing) then state how you will you respond.

                          I have a letter sent to my tenant at the time(let me know if you want me to email it to you), this had the desired effect.

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