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house-keeper said: Posted on: 14/03/2011 00:00

We have some really great tenants who have lived at our property for 7 years.

During the first 5 years an agent was supposed to be looking after them but didn't - resulting in neglect of the building on a grand scale.

After i took over looking after them directly two years ago ( when i was employed by the landlord as his assistant) i began to arrange for things to be restored and fixed.

Unfortunately the roof needed to be replaced which caused a lot of disruption to the flat as it is on the first floor under the roof.

Now internal decorations have started and in a few weeks carpets will need to be put down also.

To make things more uncomfortable the downstairs neighbors have been redecorating for 7 weeks.

This will result in nearly 3 months of disruption to the tenants who have until now been very understanding.

We offered them 25% off their rent for the duration of the works, full cleaning of the property because of dust and window cleaning also because of derbis from the roof.

I received an email from the tenant saying that they had been disrupted to an unbearable level and what kind of recompense where we going to offer.

The tenant works from home and had always been very helpful in letting plumbers, builders in even when i offered to come and be there.

He now suggests that his work has been disrupted and that he has been acting almost as caretaker for the property in our absence ( i am based on the other side of town) what kind of repayment will he get for this.

I do not want to ruin what have been very good relations until now - the email was a little emotional and out of character.

But i cannot help but feel put out that as we have been very understanding - rent deduction, replacement of carpets, colours of walls, fittings to their taste (within reason) - the fact that we have overlooked a concealed dog, a sublet, a new partner. And no increase to rent in the 7 years of tenancy - that actually how much more should we be offering?

Primarily, i would like happy tenants looking after a property they feel at home in - so long as they pay their rent and keep us notified of any changes.

How should i respond to their complaint?

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