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Being responsive to maintenance needs is a key part of property management—but not every tenant request warrants a "yes." Sometimes, tenants make repair requests that fall outside the scope of your responsibilities, or even your legal obligations.
The tricky part? Knowing where to draw the line—and how to communicate those boundaries without creating tension.
Here’s how to navigate when (and how) to say no to certain repair requests while maintaining a respectful and professional landlord-tenant relationship.
First, Know Your Legal Responsibilities
Every state has its own landlord-tenant laws outlining which repairs must be handled by the landlord. Generally, these include:
- Plumbing, electrical, and HVAC systems
- Water leaks, roof issues, or broken windows
- Pest infestations (unless caused by the tenant)
- Health and safety violations
- Structural issues that affect habitability
If the issue affects the tenant’s ability to live safely and comfortably, it’s usually your obligation to fix it—and refusing could land you in legal hot water.
Requests You Can (Usually) Say No To
Once legal requirements are met, there’s a gray area of requests that may be optional, cosmetic, or simply not your responsibility. Here are common examples:
- Upgrades, like installing a ceiling fan or dimmer switches
- Tenant-caused damage that they are responsible for repairing
- Requests to paint walls a new color or make aesthetic changes
- Replacing functional items just because they’re older (e.g., appliances that still work)
- Installing tenant-owned fixtures like wall-mounted TVs or bidets
These aren’t necessarily “bad” requests, but you’re within your rights to decline them if they don’t serve the rental’s upkeep or safety.
Create a Policy (and Stick to It)
Consistency is key. The more standardized your approach to tenant repairs, the easier it is to enforce boundaries without sounding unfair.
- Provide a written maintenance policy at move-in that outlines what is and isn’t covered
- Include examples of non-covered repairs or upgrades
- Use this policy as a neutral reference when declining a request
Clear policies remove the perception that you’re being arbitrary or playing favorites.
How to Say No Without Burning Bridges
No one enjoys turning down a request, especially from a good tenant. But it’s possible to say no in a way that maintains the relationship.
Instead of:
“That’s not my job.”
Say:
“Thanks for reaching out. Since the appliance is still functioning and not required to be replaced, we won’t be making that change at this time. Let me know if anything stops working, though—I’m happy to help.”
Acknowledge the request, give a reason, and leave the door open for future communication. That’s respectful and clear.
Offer Reasonable Alternatives When Possible
Sometimes you can’t fulfill a request, but you can meet the tenant halfway.
Examples:
- Allow cosmetic changes at tenant expense (e.g., they can paint, but must return walls to neutral before moving out)
- Offer a vendor contact if they want to hire someone for a personal upgrade
- Let tenants install non-permanent fixtures as long as they restore the unit later
These middle-ground solutions help tenants feel heard without putting you on the hook.
When a Request Reveals a Bigger Issue
Occasionally, an unusual request is a clue that something deeper is wrong.
- A request to replace a window might actually be due to drafts or leaking
- A request to install a lock might point to safety concerns
- Frequent cosmetic complaints could stem from tenant dissatisfaction
Use the request as a conversation starter. Ask a few follow-up questions before declining. You may uncover a real maintenance issue that’s been poorly communicated.
Documentation Is Always a Good Idea
Even if a request seems small, document your response—especially when you’re declining it.
- Keep written records of the request and your reply
- If you reference a policy or lease clause, quote it directly
- Maintain a maintenance log that includes denied requests with notes
This protects you in case the tenant tries to escalate the issue later.
Set Boundaries, Then Enforce Them
A firm but fair approach keeps expectations realistic. If you say yes to everything, you’ll burn out—or worse, create a precedent you don’t want to uphold.
- Stick to your policies even if a tenant insists
- Don’t let guilt push you into unnecessary repairs
- Say yes when it’s warranted—and be confident saying no when it’s not
Most tenants respect consistency and clarity, even if they don’t get what they want.
Get Backup from the Right Pros
Boundary-setting is easier when you have professional support. A third-party maintenance partner can help you assess requests and back your decisions with neutral, expert input.
RentalRiff’s property specialists help landlords evaluate tenant requests, prioritize what’s necessary, and execute repairs when appropriate—taking the pressure off landlords to make every call alone.
Respectful Boundaries Keep Things Running Smoothly
It’s not about being rigid—it’s about protecting your time, your investment, and your tenant relationships. Saying no isn’t unkind when it’s done clearly, fairly, and with communication at the center.
By setting healthy boundaries and using supportive systems, landlords can handle even the grayest repair requests with professionalism and confidence.