Clean is a Subjective Term

Over the years, we have heard from exiting tenants that they were "returning the property cleaner than when they moved in". We have found that "clean" is a very subjective term. To bring transparency and clarity to this issue, Woodstock Properties, Inc. developed a strong policy and a procedure which has helped tremendously in avoiding misconceptions and miscommunications.

Our policy clearly states that Woodstock Properties, Inc. is committed to providing our tenants with a "thoroughly clean" rental property; not clean enough, almost clean, mostly clean or very clean. Our standard is "thoroughly clean". Professional carpet cleaning, professional cleaning and pest treatment for roaches are completed prior to all new tenants taking occupancy. "Thoroughly clean" is the standard and condition of the property we deliver. Therefore, "thoroughly clean" as well as those three (3) professional services is the standard and condition in which the exiting tenants are required, per the Rental Agreement, to return the property upon vacating.

While our tenants appreciate receiving their new home in this state of being "thoroughly clean" - it is no small task to return it upon departure in the same "thoroughly clean" state. Our 30+ years of experience has taught us that on average it takes about 23 man-hours to thoroughly clean a two bedroom, 2 bathroom property. For a larger property, it will take more time. To assist our tenants in better understanding our standard we have a detailed "Thoroughly Clean Checklist". This checklist is available for all to view on our website. We provide a copy of the Checklist at lease signing and when the tenant has given notice that they will be moving.

Most people are not professional cleaners and do not want to devote the time and energy necessary to complete the "Thoroughly Clean Checklist" without help. Many of our tenants choose to begin the Checklist and then have the Professional Cleaners pick up where you left off. Please note that we do require a receipt from a Professional Cleaner at check out. Regardless of who will be performing which parts of the "thorough cleaning" - we strongly recommend our tenants use the "Thoroughly Clean Checklist". The Checklist helps keep them organized if they plan to tackle some of the cleaning themselves. It also helps identify to the Professional Cleaners what remains to be cleaned and will assist them in providing an estimate for a cleaning charge to the inquiring tenant.

It's Cleaner Than When I Found It

Every property manager has heard this phrase many times. If said during a property management gathering, it usually elicits laughs or groans. As a property owner, you may have experienced these words first-hand from a resident yourself. No one really wants to hear this statement from any tenant.

Three scenarios can lead to this cliche. First, there are times when tenants actually do deliver a property in better condition even though the property was clean when they took possession. They are simply meticulous people - this does happen. Second, the majority who make this statement are trying to put you on the defensive because they want their security deposit back in full and they know it is not as clean as when they moved in. The third and last scenario is that it actually is cleaner because the property was not in good condition when they moved in.

The first scenario is the one you wish will happen; the second is manageable with good documentation and common sense to dispute the tenant's claim. The last one, that the property is actually cleaner because it was dirty when they moved in, is not a good thing.

Why is it so important to have the property in the best condition when a tenant takes possession? Habit two of Stephen Covey, author of The 7 Habits of Highly Effective People, puts it into perspective, "begin with the end in mind". If you think about it, you want the best possible exit or ending with that tenant. You want a long-term tenancy but the reality is that they all do move eventually.

By having the property in clean condition, you have the best chance of attracting the right tenancy. The residents you want in your property are those who are more particular because this is how they want to live - in a well-maintained clean property.

When the property is clean when they move in, you send a message that this is what you expect when they move out. You immediately set the stage for a good landlord/tenant relationship. Otherwise, residents begin dissatisfied and the tenancy can deteriorate from there.

As your management company, we want to avoid unpleasant and costly problems for your investment, so we have certain requirements when properties transition between tenants.

• We have the same "clean" standards for all properties and require vendors to follow these standards. This applies to both inside and outside of the unit.
• We have a professional cleaning of properties so that we have documentation to support the security deposit disposition when the tenant moves out.
• We recommend reliable vendors to complete the professional cleaning.
• We document the condition of the property before the tenant moves in, and again when the tenant moves out.
• We notify tenants when they move in what the expectations of cleanliness are when they move out.

What you don't want is a security deposit dispute when they move out, particularly one that can lead to legal issues. There is a simple answer to this - have the property clean when residents move in. Then you are on solid ground when the tenants move out.