Keys and tenants own appliances?

Hi Helen,

I include in the welcome letter/info pack the details of an emergency locksmith for them to call, pointing out that they will be liable. They must be taught a lesson of personal responsibility - if they were an owner occupier no-one would come to their aid.

I always suggest they lodge a spare key with a nearby relative/trusted friend etc., and emphasise that I won't be able to help if they lock themselves out. Its a shame if it takes an actual lock-out to focus their minds but it is so often the case. Give them an inch and they'll take a mile. Don't give them the impression you'll be there to rescue them from inconveniences that are part and parcel of running one's own household!

I can certainly understand your generosity with the electrical call out, considering the objectionable neighbour, but it was not a fault in the electrical infrastructure. They overloaded it and even if accidental, the fault is theirs. There should ideally be something to this effect in the AST.

Maintain a business relationship with them and don't act as their parents! Would you go out and change a light bulb for them? Where to draw the line?!

There are companies that hold keys on your behalf for situations like this. Tenant calls and they send bike with key. Tenant pays.
I would charge them for tripping the switch, faulty appliances are not your fault - but you should have something in your agreement to let them know

Hi Helen

When I was in social housing, it was accepted that an emergency response (flooding, lost keys, loss of power, etc.) of about 4hrs was OK, though for a small provider like yourself, you could argue that 12hrs is not an unreasonable response time.

That said, you may want to contract a maintenance service like British Gas, Homeserve, etc. that would take the hassle off you - do you want to be juggling tenant calls while you are on holiday, say? It also comes across as a more professional service.

I don't keep spare keys for let properties as it could leave me open to allegations of unlawful access, theft, etc. If my tenants lose their keys, they are responsible for the costs - any help I am able to render would be discretionary.

A final word - When my tenant's tell me that they've have a total power loss, I ask them to run some basic checks (is there a power cut in the area, unplug all appliances, etc.) I always agree to send out an electrician but make clear that they will be charged the full costs if the fault is found to be due to their faulty appliance. Invariably, I tend not to hear from them again on that particular issue.

Lock outs are quite rare; we don't promise to hold keys, but if we have them will try and help (most houses are close to where we live). It's not guaranteed, though, so if we are out or busy the tenants are on their own. Luckily they are all adults! If I got locked out of my house I'd have to get (and pay for) a locksmith.

As for the electrical issue, we probablyt do the same as you and talk them through the fuseboard. However, if it's not accessible that's a problem. In these day of H and S I wouldn't tell a tenant to stand on a chair (however practical that may be). My mother's consumer unit is very high and I've been lobbying her landlord to relocate it so she can reach it.

I have dealt with miss placed keys many times, one tenant is a bit of nightmare, it par for the course, if it costs the landlord, then the cost should be met by the tenant.
Electrical wise, it is a mine field, as tenants tend to view any situation as, I pay rent you should sort anything & everything out, even if it their error.
One tenant did indeed want me to change fuses and bulbs, he tripped a fuse on a Friday evening three weeks in a row!
It took some searching but no shock it was an appliance of his :/

I fitted deadlocks which need the key to lock up so at least they leave with the keys. No problems since.

The flat we rent out is only about 10 mins walk from our house so we put a key safe outside home and tell tenants if they lock themselves out call my mobile and I'll give them the code.

Stops them ‘borrowing' the key for a friend and still getting locked out.

Also agree they can leave my mobile no with a trusted friend (who's number they know by heart) in case they lock their phone inside.

Never had a nuisance call but would block number if I did.

Reply to the comment left by R.H. Clayton at 17/01/2022 - 15:54
Deadlocks or not, they can still lose the key.
In which case they either call a locksmith, who drills the lock open potentially denying you the key to the new lock or you open up for them.

We had tenants who couldn't be bothered to use the key to the front door, so they would leave the rear patio door permanently unlocked which was also accessible by their friends. We stopped giving a key to the patio door to further tenants (It can still be opened internally in an emergency).

Thank you for all your useful comments. As usual, I need to toughen up! I will also check all future contracts for details on the above, but as we know, contracts are barely worth the paper they are printed on from the tenant's side. In the meantime I will send an email around explaining the position regarding getting locked out and own appliances.

I would always ask for a picture of the board before calling someone out, after questioning what appliances they were using at the time. It saves some hassle, but on this occasion the cost should be the tenants. As for Key’s I presume you have given them 2 or more sets, providing a backup on 1 occasion is fine. If its happens again then I would suggest a call out charge.