Get What You Want From Your Tenants

Sometimes you just can't know how bad a tenant can be till he happens to you, but you can improve your odds of having the pleasure of a good customer - and a paying one - in an economic downturn.

I'm writing this not just as a landlord and a tenant, but also as someone who has read hundreds of comments on this website from other landlords over the years.

We get reports of conflicting experiences from landlords who use The Fool. Typical views from long-term landlords range from calling tenants `a pleasure' to calling them `bone idle' and unhygienic.

It seems to me that some Fools have hit the right tactics for having a happy relationship with their tenants. I'd like to suggest how we landlords could all do the same.

Who you rent to matters, probably

Who you rent to matters, but I'm not suggesting that you simply run the usual checks on prospective tenants. That's a sensible idea, but even professionals can be slobs. What I'm suggesting is that it probably matters whether you're letting to an individual, a family, a professional, a student or to tenants in house shares.

I'm no sociologist, so I don't want to make any assumptions about those groups or others but, if you've had trouble with a particular group on many occasions, consider trying to take on a different type of customer. (If you've had many experiences with one type of customer, please comment on your views below.)

Do unto them.

Once you've selected your tenants as carefully as possible, I believe you can get what you want from most of them if you treat them well and don't prejudge them.

With that in mind, respond quickly to their queries or calls for maintenance. In fact, encourage them to call when there are problems and make the number to call easy to find. By clearly accepting your responsibilities, you'll make them feel more welcome. By hearing about maintenance problems before they get too severe, you'll often limit the cost of repair too.

Being friendly from a distance

Many landlords feel the best place for them for their peace and sanity is 100,000 miles away from their tenants and properties.

Most of us, of course, don't have that option. But even if you do, I still think you should try to be friendly towards your tenants.

I'm not suggesting you bring your tenants beer, or invite them round for dinner with the family. You can be friendly without spending any time with them. By starting off on the right foot, there should be no ill feeling and the chances of a painless let become more likely.

You could help the tenant feel welcome and cared for by giving them a self-made source of information about their new area. Many landlords already provide folders with information on how the oven works, council tax, waste-collection times and even local surgeries, but you could add as much information as you want.

Write some notes yourself about the area, in a warm and friendly way, about the sights, the best restaurants, the tennis courts and childcare facilities. The more useful you are, the more the tenants will appreciate this. Most importantly, this will increase their goodwill towards you.

Help them with their bills

You could help them out with their money situation by giving them some tips. Not only should they appreciate the effort (and any money saved) but perhaps it'll reduce the chance of a default.

Give them the most recent energy bills, along with information on swapping gas and electricity provider, for example. A friendly note advising them that the supplier will, as usual, have reverted the property to the most expensive tariff the day the previous tenants left would be appreciated.

Avoid arrears

Two of my friends have told me of difficulties paying rent this month and this is going to happen to landlords more often over the next year or longer. You could give your tenants tips to help them avoid this situation.

For example, you could give them information on various benefits that may apply to them, on income-protection insurance, and copies of articles such as Ten Steps To Defeat Your Debts, which explains that rent is a priority debt that should be paid first.

It's best not to handwrite those tips, I think. Keep it less personal and more professional.

Collect evidence

It's all very well being nice to your tenant, but you better collect evidence for when they don't behave as well as you'd like.

I'm not going to drag out this point because it's quite basic. Do an inventory and agree it with the tenant to save problems in future. If you don't do an inventory you have no proof and must return the full deposit.

Keep all correspondence and bank statements. Photos are good, including close-ups of items or areas that are susceptible to damage, such as baths, ovens, and walls in narrow passageways.

Getting your property back nice and clean

You might want to include some cleaning tips in your welcome folder in gentle, polite and professional terms. Type the note, perhaps even using letterheaded paper, just to remind them of their duties to look after the property, and to return it to you as they found it. Perhaps add details as to the lengths you went to in order to clean the flat in case they are not so observant to such things as a nice, shining, limescale-free sink. Include copies of the photos you took, so that they know that you have evidence of its condition.

We're stuck with each other, aren't we?

It's not a them and us situation. They are your customers, and they're renting something from you. They're also people, too, and I think we'll do well to remember that. But I've not been a landlord long; perhaps in time I'll join the half of you who think tenants are more scummy than the bathtubs they left behind for us to clean!

> For information on a landlord's responsibilities and some beginners' tips, read Top Tips For A Successful Landlord.

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