Tenant issues

Relations with tenants

If you have a full-managed contract, it is unlikely you will have much contact with occupiers. For part managed tenancies, you will need to be in communication around maintenance issues (see Reactive Maintenance section) or at the beginning of the tenancy in terms of any advice or instructions that need to be passed on.

Some of our landlords like to leave a welcome note or invitation to make introductions at the beginning of the tenancy. This can be effective in encouraging tenants to be more vocal about any issues or otherwise look after the property as you can present yourself as an approachable person rather than an anonymous entity.

We find that seeking feedback from tenants about properties can be helpful. It is more valuable to get the opinions of those actually in occupation than making assumptions; you may be surprised at the details they consider important. We will feed back any nuggets of information we find, but your own friendly chat when the opportunity arises might be helpful to you.

Difficulties with tenants

After you spend all the time and effort getting your house into excellent condition, it's frustrating when appropriate care and attention is given to it by the tenants.

Don't take it personally

We find that the 80/20 principle very much applies in the case of rented housing. If you are not familiar with this, it's the idea that 80% of issues tend to result from 20% of a given population. What this means is that the majority of students cause no issues at all, whilst a minority are responsible for the negative stereotypes you are no doubt familiar with. As this principle is something that can be ascribed as much to the entire human race as it can to our students, it is important to realise that you are likely you have some problems at some point as a matter of statistical probability.

It can be tempting to take this quite personally, but keeping in mind that occasional problems with a minority are inevitable in any business dealing with people will hopefully put some perspective on things.

What we can do

The University has a major advantage over private sector housing in terms of dealing with behaviour. Where the private sector is essentially limited to enforcement via civil legal action the University has enforceable codes of conduct for students and other support services to help manage issues.

If you are experiencing problems or have concerns, please let us know.

  • Antisocial behaviour- The University has a dedicated team relating to community issues that affect neighbours, and also a team that deals with issues occuring between students. The University has a formal conduct procedure that can be followed where there are breaches.

  • Lack of tidiness/ cleanliness- This can be a subjective matter. Our approach is that we do not have right to interfere in a tenant's lifestyle unless is adversely affects safety, those around them or damages the property. Examples of where we may intervene would be where they are increasing the chances of pest infestation through uncleanliness, damaging the property or health through allowing mould to grow, or causing fire safety concerns due to untidiness. Most commonly, we will issue improvement warnings and engage a contractor to put things right if they are not headed appropriately.

  • Other safety concerns- we have the ability to issue fines through the University conduct procedure if necessary, but usually it is effective to give warnings and institute a more regular inspection regime.

What you can do

If you have an issue that needs to be dealt with, it is generally best to not put yourself in the middle of it. The nature of our head lease contractual arrangements puts the responsibility for dealing with tenant issues with us, whilst your responsibility is to do what is necessary to keep the property in good order. In practice, this means referring tenant issues to us for action.

In some circumstances, it can be helpful to keep evidence of any issues. Photos can often be most helpful, but we would caution that photos of non-communal areas (bedrooms) could be held to be an invasion of privacy if they are not directly relevant.

Student contracts- relevant terms

Here are some aspects of the students tenancy agreements with the University which you may find it helpful to know about (in these clauses, 'Landlord' means the University):

  • The Tenant shall upon expiration of this Tenancy leave the Premises and the furniture fittings and effects therein and set out in the inventory prepared by the Landlord (hereinafter referred to as “Fixtures and Fittings”) in a clean tidy undamaged condition.

  • To pay the costs of all calls to the emergency telephone numbers provided due to neglect or misuse of the Premises by the Tenant and the Tenant will be liable for the call out charge and the cost of any subsequent remedial works on a full indemnity basis.

  • The Tenant may be required to pay a sum to the Landlord within 28 days of the Tenant receiving that request in writing to compensate for losses caused for any or all of the following reasons as a result of:

a. Any dirtiness, untidiness or damage to the Premises and Fixtures and Fittings caused by the Tenant or resulting from any breach of the terms of this Agreement;

b. Any other breach by the Tenant of the terms of this Agreement;

c. Any instalment of the Rent which is due but remains unpaid at the end of the Tenancy;

d. Any unpaid rates, bills or rental of any utility or service, including but not limited to electricity, water, gas, telephone and internet.

  • Not to cut maim or injure any of the walls partitions or any part whatsoever of the Premises or Common Parts nor to make any additions or alterations in the internal arrangement or in the external appearance of the Premises or to the Fixtures and Fittings except that the Tenant may paint his room with the prior written consent of the Landlord in a colour agreed by the Landlords’ housing officer in a good and workmanlike manner using suitable materials.

  • To use and keep in good order the water and drainage system serving the Premises and all electrical and central heating appliances (if any) on the Premises.

  • Tenants are required to maintain a safe environment for themselves, fellow tenants, and, university employees, and contractor who may have to enter the premises.

  • Not to permit or suffer to be done anything whereby any policy of insurance on the Premises against loss or damage by fire or other insurable risk effected by the Landlord or the superior landlord (if any) on the Premises, the building of which the Premises is part, Fixtures and Fittings and effects may become void or voidable or whereby the premium payable in respect thereof may be increased.

  • The Tenant agrees that he intends to occupy the Premises as part of a cohesive group living as one household.

  • Not to store bicycles in the Premises or Common Parts.

  • Not to work on any motor vehicle motor cycle or bicycle inside or outside the Premises or Common Parts.

  • Not to allow anyone to sleep in the Premises or use them as a residence except for adult visitors of the Tenant who may remain in the Premises at night up to a maximum of 3 nights in every seven. The Tenant must be on the Premises when a visitor stays overnight.

  • Not to use or have on the Premises any television set or instrument without a valid licence obtained by the Tenant at the Tenant’s own cost.

  • Not to affix anything to the internal walls or joinery of the Premises or Common Parts either by nails drawing pins sellotape or other adhesive substance or material nor to decorate or redecorate the Premises without first obtaining the written permission of the Landlord provided that if the Tenant does not obtain the Landlord’s consent the Landlord may change the Tenant the cost of making good any decoration.

  • Not to introduce or install any oil or paraffin heaters or appliance in the Premises or Common Parts nor keep in the Premises paraffin petrol or other flammable liquid for any purpose whatsoever and the Tenant shall be liable for any damage done by reason of water being left running from the taps in the Premises.

  • Not to place or exhibit on the exterior of the Premises or on the interior or Common Parts so as to be visible from outside any sign notice or advertisement.

  • Not to keep/light in the Premises or Common Parts candles incense sticks or burners. Not to set or light open fires within or on/around the Premises or Common Parts including fireplaces designated for this purpose.

  • Not to store any personal effects or belongings in the cellar or basement of the building compromising the Premises.

  • To comply with Acts of Parliament relating to planning and use of the Premises and not to carry out any development in the Premises this requires permission under any legislation and to allow the Landlord to enter the Premises to comply with any lawful requirement under the Planning Acts, even if that restricts the enjoyment of the Premises.

  • To comply with the stipulations and conditions set out in the University Student Conduct Regulations and Disciplinary Procedures or any amendments thereto which may be made by the Landlord from time to time.

  • To pay all the standing and other charges including the VAT for all telephone charges including rental service and call;

  • Not to keep or permit on the Premises any animals, birds, reptiles or other similar creature.

  • Upon the expiration of the tenancy to:

(i) immediately vacate the Premises, and

(ii) return the keys of the Premises to the Landlord and failure on the part of the Tenant so to do shall entitle the Landlord to charge the Tenant the costs for a locksmith providing new locks and keys.

  • If the Tenant vacates the Premises during the Term, the Tenant will remain liable to pay Rent and other monies payable under this tenancy until the term expires or the Premises are re-let whichever is earlier whether or not the Tenant chooses to continue occupying the Premises.

  • Not to leave the Premises unoccupied for longer than two weeks at any one time (save during University vacations) without first informing the Landlord in writing one week before leaving the Premises unoccupied.

  • To notify the Landlord in writing immediately they cease to attend their designated course before its normal expiry date.

  • The Tenant must notify the Landlord in writing immediately they cease to be a full time student

  • Not to change the locks or install additional locks.

  • To comply with the terms of any lease or tenancy agreement under which the Landlord holds the Premises.

  • To give the Landlord promptly a copy of any notice or order received concerning the Premises or any neighbouring property and without delay to take all reasonable or necessary steps to comply with such notice or order.