How should I handle repair while tenant lives there?

Question

We bought our 2nd rental a few months back.  Shortly after moving in, tenant noticed a wet spot on the carpet.  Turned out that the master shower was leaking.  Plumber had to cut open some dry wall to fix it.  Repairing the dry wall in the bathroom will take several visits from our repairman - allowing drying time.  The tenant went out of town and wanted us to fix it while she was gone but wanted us to stay at the house the whole time to monitor repairman.  This was our first time using him, but he's well known in this community and several people referred us to him.  Since I had to work today, that meant my husband had to spend two hours keeping kids occupied in our minivan while the man did all of the repair work.  This seems insane to me.  I reread our lease agreement.  It doesn't spell out this situation- only that the tenant must grant access for repairs to be done.  What should I do next time?  What do you do?   This is a nice rental; quite turnkey when we bought it.  Almost $2k per month for rent.  Single family home.  Thanks!!

James Wise · Answer

Build a rapport with your repairmen to the point where you'd be willing to vouch for them. Then at that point tell the tenant when the repair appointment is. If tenant wants to be there good for them. If not, not your problem as you'll be providing your repairmen access to the home and that's that. Tenant doesn't run the show, you do.

Michael Noto · Answer

@Deborah Repaskey This is a tricky one, but if they are specifically asking for someone to be present you either have the option of doing what you did or telling the tenant that they will need to coordinate a time with the contractor if they want someone looking over him while he does the work.

Theresa Harris · Answer

I would have told her that you will wait until she's back and she can be there instead.

Peter Tverdov · Answer

I own a PM company and have policies and procedures but we require the tenant to be home unless it’s an emergency. If that can’t be done then we send our handymen over. All of our handymen have passed criminal background checks at the time of onboarding and we explain that to our tenants.

Wesley W. · Answer

I would give the tenant two options:

Option 1: Delay repair until the tenant is back from their trip and then have them coordinate directly with your contractor to schedule the repair visits during mutually (tenant & contractor) convenient dates and times.  This will obviously delay completion of the project but will satisfy the tenant's fears about mistrusting an unsupervised third party.  In my market area, good contractors are so busy that I would expect this arrangement to play out with the contractors telling the tenant when they are coming, and the tenants will have to rearrange their household schedule to accommodate him.

Option 2: Tenants acknowledge that they will trade their discomfort with a tradesman in their home when no one is home for the convenience of having the work done in their absence and not having to live in a construction zone for several days upon returning.

I agree with what Account Closed said.  The very reason I am hiring a contractor is to free up my own time.  If I am going to be there to babysit, I would just as well cut out the "middle man" and do the job myself when it is convenient for me personally.

Anyways, those are the two options that I would give the tenant, and I would not be inclined to any other arrangements, debates, or negotiations.  You are running a business and they are living in your property.  You have a professional responsibility to maintain that space, but you are under no obligation to have them dictate those terms if it is not practical under your business operations.

Moving forward, I would update your lease language so this is crystal clear for the next time this comes up with a tenant.

Good luck!

Joe Splitrock · Answer

@Deborah Repaskey we are careful to discuss this during the lease signing process with tenants. We tell them they have the choice of being present during repairs or letting the repair person work without them there. We don't give an option for us to be there, but there are circumstances where we open a property to let workers in. In some cases, I have stayed at the property while they are doing repairs. Sometimes it is useful to supervise the repair or you can use it as a chance to build relationship with the service provider.

One thing I never do is "vouch" for the repair person. As far as I know, everyone can be trusted, but I have no way to personally guarantee what happens if I am not there to witness it with my own two eyes. If you are worried about a new worker, tell them the tenant has nanny cams hidden, so ask them to not stray from the area they are doing work.

As @Brian Ploszay mentioned, tenants are our customers. If a good tenant is requesting something, I will sometimes do extra to keep them happy. In your case they are paying $2000 per month and being troubled for multiple visits by a drywall person is an inconvenience.

I would also point out, if your husband was in the minivan with the kids, that nobody was even watching the repairman. This is a worse situation, because now the tenant thinks you were watching them and you were not.

Brian Ploszay · Answer

That tenant made a "request" that ownership be there.  Tenants are our customers and we want to make them happy.

But we can't appease them every time.  If it is not feasible to accommodate them, your assigned handyman probably can enter their premises with notice and make the repair.  Make sure you follow the property notice procedures dictated by local law.

I am too big to handle all such requests.  But I would have my staff (trusted) handyman be there if I was using a contractor that I don't know well enough.  An example are my sewer guys.  It's a medium sized company and I don't know everyone.  My handyman is there to control the situation.

Angela Ruggles · Answer

@Jason Dicken

Hoe a licensed and insured repair person. That's what insurance is for.

Marian Smith · Answer

@Deborah Repaskey  I am there for every repair even though I have used the same hvac guy and plumbing company for years.  (But I only have 4 rentals.)  I understand not wanting someone you don’t know in your house.  Moreover, a new tenant expects all problems to have been addressed prior to having moved in.  So in your case the request seems reasonable.  A tenant who needs a repair after a couple of years or more, well, it seems more like you’re in it together and should maybe share the hassle.  Imo.  I personally want to be sure a mess is not left behind or that nothing else is damaged, eg scratching the floor with a ladder.  And I might ask that the repairman look at something else or answer a question.  I also look around (see if tenants are slobs or if something minor needs attention).  I also pay.  Do you allow repairmen in your home unsupervised?

How should I handle repair while tenant lives there?

Most Popular Reply