Landlord FAQ's answered by Ann Dixon

Managing a property can raise plenty of questions, particularly when it comes to maintenance, tenant expectations, and legal responsibilities. With over five years experience managing tenancies, our very own Ann Dixon, Tenancy Manager at The Letting Quarter, shares answers to some of the most common questions we get from Landlords.

How long will it take to resolve a maintenance issue?

Ann: We always aim to respond as quickly as realistically possible.

If an issue is urgent or classed as an emergency, we ensure it is addressed within 24 hours.

For standard maintenance requests, we begin the process as soon as the issue is reported. From experience, the full process, including the initial report, the approval for the repair, and the repair itself, usually takes no more than around two weeks, and often much less.

Occasionally there can be slight delays if we are waiting for, quotes, tenant availability, or parts to be delivered. Even in these situations, we keep the process moving and ensure everyone involved is updated along the way.

What two pieces of advice would you give to a new landlord?

1. Use our recommended contractors

Ann: Our local contractors are flexible, reliable, and their rates are typically below average. Using our trusted contractors often allows us to arrange repairs much more quickly and ensures a smoother process for everyone involved.

We understand that some landlords prefer to use their own contractors or may have policies such as plumbing cover. However, this can sometimes create delays, particularly when coordinating with larger organisations or when availability is limited.

2. Maintain a small contingency fund for maintenance

Ann: We know landlords’ time is valuable. Having a contingency fund in place for minor repairs - such as a leaking tap or a faulty toilet - allows us to resolve small issues quickly without needing to contact you for approval every time.

This helps keep properties running smoothly and ensures tenants receive prompt service. 

Are flats easier to manage than houses?

Ann: Not necessarily. From a maintenance perspective, flats and houses are managed in very similar ways. Both require ongoing care, regular inspections, and timely repairs to ensure the property remains in good condition. 

What is the difference between fair wear and tear and damage?

Ann: Wear and tear refers to the gradual changes that occur through normal day-to-day living. Examples include minor scuffs on walls or carpets becoming slightly worn over time.

Damage, however, is typically more sudden and noticeable. This might include burns, holes in walls, or anything that indicates something has been broken rather than simply worn down through normal use.

How do you organise contractor access and ensure works are completed properly?

Ann: Our contractors normally contact the tenant directly to arrange a mutually convenient appointment. Once the work has been completed, they provide photographic evidence so we can confirm the repair has been carried out correctly.

How do you support landlords in staying legally compliant throughout a tenancy?

Ann: Our property management system tracks all key compliance dates, allowing us to run regular reports to ensure nothing is missed. We notify landlords well in advance of upcoming requirements and arrange any necessary checks before their expiry dates.

In addition, our property inspector tests smoke alarms and carbon monoxide alarms during every property inspection.

Can tenants make changes to a property?

Ann: Tenants must obtain express permission from the landlord before making any changes to the property. This includes activities such as painting, decorating, or hanging pictures.

Can landlords visit the property whenever they want?

Ann: No. Landlords must give tenants at least 24 hours’ notice before visiting the property. 

Are tenants’ expectations changing?

Ann: Tenants have always expected good service and clear communication. When tenants are kept informed about progress, they are much more likely to have realistic expectations about how long a resolution may take.

Setting clear expectations from the outset is key. Even if the tenant can’t yet see the outcome of the repair, progress is still being made behind the scenes.

The upcoming Renters’ Rights Act may also influence expectations moving forward. Tenants are becoming increasingly aware of their rights and will expect landlords to meet the standards set out in the legislation, using a managing agent has never been more important.

If you would like advice on managing your rental property or ensuring compliance with current regulations, the team at The Letting Quarter is always happy to help.