Sure signs of a neglectful landlord
Question: Our landlord is difficult to reach and won’t do most repairs. Because we’re moving soon, any ideas on how to check out our next landlord?
Answer: Customer service complaints are common even in housing. According to the latest American Housing Survey, conducted by the Department of Housing and Urban Development in 2001, about one-third of apartment renters surveyed indicated they were either partially satisfied or dissatisfied with the quality of building maintenance.
Dealing with repairs is usually the last thing most tenants think about in selecting a rental. So how can one predict customer service, including repairs and maintenance, when looking for a rental?
“Landscaping is a good start, so are outside fire extinguishers and lights,” said Jim Stilton, a Los Angeles area apartment manager. “If the outside is in bad shape, the inside may not be much better.”
Other gauges include:
* Reach-ability. When calling about a vacancy, is the person handling the vacancy easy to reach? If leaving a message was the only alternative, was the call promptly returned? Getting the runaround to even look at a rental may indicate trouble. Landlords who play hard to get may be the same way later in the rental relationship, such as when repairs are needed promptly. Find out if a cellphone or pager number is given out to tenants.
* Hours of operation. What is the policy for calling for service? Monday through Friday, or any day, anytime? Who handles the property when the landlord is out of town or unavailable? Some renters prefer management that is available at the residents’ convenience, others are flexible. Knowing which style of oversight is in place helps in deciding if a complex is a good fit.
* Emergency policy. Ask how emergency repairs are handled. For example, if the renter comes home to a flooded apartment at 2 a.m., who calls the plumber? If the owner or management cannot be reached, can the tenant call anyone in an emergency and deduct the expenses from the rent?
* Who’s the boss? Does the owner, an on-site supervisor or an off-site company manage the rentals? If it’s the actual owner, renters may have direct access to the source of funds and decisions when there’s a request or problem. For example, in negotiations for an upgraded carpet, the owner can give the green light directly. Requests through a management company may have to await approval. No matter who is in charge, get everything in writing -- from allowing a pet to painting the unit.
* Hired help. Ask who is used for repairs. Does management favor licensed repair people? Do they have a regular relationship with a company or just use the phone book? Some renters prefer apartments that use professional repair people, especially for appliances and plumbing. Repairs are often a source of conflict -- not just who does the repair itself, but who broke the item and who pays for it to be repaired.
* Pest policy. From ants to bees to rats, uninvited creatures are a fact of life. Some owners balk at providing pest control, while other properties have a pest-control maintenance service. If cockroaches make you scream, be sure to screen out landlords who don’t have a pest-control policy.
* Lease. Is a standard pre-printed lease used or is it nonstandard and hard to understand? Some property owners and real estate agents belong to local associations, which provide basic lease forms. Others write their own, using different sources. Be sure the lease used is not too complicated or difficult to understand. The person presenting the information should allow time for you to read the entire document and be able to answer any questions.
* House rules. In addition to a lease, some rentals have other rules. Sometimes called “obligations of a resident,” these rules and regulations might address everything from the times music can be played to disallowing rugs draped over balcony railings. Is car washing prohibited? Is there a fee for overnight guests? Ask for a copy of any lease supplements up front and avoid a surprise later.
* Case by case. Everyone’s priorities are different. Some people don’t mind a landlord slow to repair problems if the rent is low. Others tenants want first-class service and are willing to pay higher rents for the trouble. Determine your priorities and make an informed decision before signing on the dotted line.
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H. May Spitz is a Los Angeles-based freelance writer. Reader comments may be sent to hmayspitz@aol.com, but attachments cannot be opened.
