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We all get a call from a Customer reporting a repair
I would like to share what action I take when the phone goes
The first thing I have is a list of Tradesmen who I work with
The customer will advise me of the problem and I give them the direct number of the Tradesman I want them to use
I give them the authority to arrange the repair direct with the tradesman ie a Plumber
I ask the tenant to confirm via a text that they have spoken to the plumber and when he is going to do the repair
I then contact the Tenant and ask "Did The Plumber fix your problem?" and "Are they happy ?".
The Plumber will send me an Invoice by Email and I then settle the bill
I think this sort of thing is all to do with organisation
I like an easy life so I try and make life simple if I can - nothing worse them being the piggy in the middle of a Tenant and a Tradesmen arranging dates and times ect
I find if I leave it to the customer they have control and I think they feel better for it and the great thing is as long as I have my phone and my list I can do this anywhere in the world
It works for me! What do others think how do you handle a repair ?
Learn Change and Adapt ?????
All comments are for casual information purposes only. If you wish to rely on any advice I have given please ensure you obtain independent specialist advice from a third party. No liability is accepted for comments made.
I used to take that approach, the problem I found is contractors start taking the p*ss, because you are not asking for a quote where as they normally charge £130 a day I started finding invoices that were charging £200 a day. Also the issue with your approach is if the contractor is busy or if the tenant does not contact them. Although this approach is easier, I think a more hands on approach is needed.
If its a simple repair I just let the tradesman do the job
from my experience its normally a cost of less then £100
I dont give all my work to one plumber I use a number of them because I have found If you give it all to one They do get greedy
But I warn them not to ripp me off from day one If they do They will get no more work from me
I have sacked them in the past But I now find that the ones I use now have been good
if it is a repair over £100 I want to know why and I will authorize them to proceed
yes I do pretty much the same as you, if I’m around I will go in with the trade and see them ( and the tenant) if not I feel the same as you.... someone in the middle ie me ! Can sometimes make it confusing
Its also up to the tenant , I just want them to feel comfortable so if they requested me to be there , then yes of course I will be there
I find it makes life easy
I cant fix a boiler or a Tap so why spend my time running around when I can off load the job to the customer
its far less stressful in the long run
most are simple repairs that dont need my time
I do the same thing with CP12
As I struggle to get mature, intelligent, working professionals living in my HMOs to put the effing bins out, asking one of them to coordinate a repair would be a recipe for disaster.
I can imagin as an HMO owner its a different kettle of fish
I always said HMO owners are closer to Hotel Owners so i think it would be down to the manager of the Hotel to sort out repairs
Now that is a really good point Bob, again I am extremely lucky with my small hmo as I have good tenants, however I work ( as a trade ) in a lot of hmo etc and yes I hear this slot of the time ... last week in fact about bins being put out!!! Yes very frustrating!!!
This probably sounds slightly crazy but as landlords we obviously have responsibilities and I’ve always wondered if somehow tenants should have to take a test ie basic living standards etc...ventilate, don’t leave scented candles burning, turn your phone charger off when not in use etc etc ( put the bins out because the bin man is not going to knock on the door and ask!!). I know I know silly idea !!!!!
Hi DL. I take a similar approach to you, however I contact the trades person directly (via text) to explain the problem and then ask them to contact the tenant. Definitely agree that you should not be piggy in the middle.
I also have a number of trades people that I rely on so that I can spread the work around, so if 1 is busy or lets you down then you already have a back up
I'm fully aware of their rates, and I am happy with those. If I find a really good trades person and they charge an extra £10 a day than another then I'm happy to pay them as I prefer reliability and good service over £10 a day!
Finally, I always confirm with the tenant that the job has been resolved and they are happy before making payment to the trades person
I agree with your approach, but go round to look at the property to see what the issue is in the first instance. Am not inclined to send a plumber round when all that needs to happen is a radiator needs to be bled or when a tenant has inadvertently switched off an isolator switch...
DL, sounds like you've got a good plan going there.
Can I ask, out of say 10, or 20, or whatever figure you want to use calls you get like this from your tenants, how many jobs complete with no further action from yourself?
Unfortunately I'm hearing what Bob the Dog is saying and nodding in agreement!
Maybe this is another largely unknown factor of DL's sort of tenants/tenancy vs. the HMO type of tenant/tenancy.Whenever I ask my tenants to do something they either don't do it, or do it wrong. So I occasionally test them out with a simple request to see how they will get on with it, but usually end up organising/sometimes fixing it all myself, eg. be there when the plumber is there. Often I find I learn a lot more about the job, and possible future problems than by leaving it up to the trade/tenant to sort out.