Tenant-Like Manner: The Vague 1954 Law That’s Costing You a Fortune
The old legal principle says tenants must act in a "tenant-like manner." Critics say that's outdated. Here's why they're wrong-and how AI makes it safer than ever.
The Legal Foundation That Won't Go Away
In the landmark 1953 case Warren v. Keen, the courts established a simple but powerful principle: tenants have a duty to perform minor maintenance in a "tenant-like manner." Think bleeding radiators, resetting a tripped switch, or topping up boiler pressure. Not plumbing. Not electrics. Just the small, safe jobs any competent adult could handle.
But for decades, this principle has been stuck in a legal grey area. What exactly counts as "tenant-like"? Why would a tenant risk trying? What if they make it worse? These questions have made landlords hesitant to even suggest tenant involvement, and tenants understandably wary of being blamed.
Until now.
The Skeptic's Question: "Why Would They Even Try?"
This is the heart of the modern pushback. In 2025, why would a tenant-busy, non-technical, and with no maintenance training-volunteer to touch a £2,000 boiler? The answer is simple: because they never have to. That's where Lettie changes everything.
Critics assume "tenant responsibility" means dumping problems on the unqualified. Lettie proves it means empowering with consent and expert guidance.
Lettie: The "Middle Ground" That Protects Everyone
This is exactly why we built Lettie. Our AI navigates the "tenant-like manner" grey area with perfect, data-driven precision, protecting both you and your tenant.
1. Lettie is an Expert, Not a "Chatbot"
Your tenant can't do anything dangerous because Lettie will not let them. Our AI is trained on thousands of boiler and appliance manuals.
It knows what's safe: It knows that "re-pressurising a boiler" is a simple, "tenant-like" task and can provide step-by-step guidance for that tenant's specific boiler model.
It knows what's dangerous: It knows that "opening the boiler casing" is illegal for an unqualified person to do. It will never suggest this. Instead, it will immediately escalate.
2. Lettie Invites, It Never Forces
This is the fix for your "why would they try?" problem. Lettie's script is built on one simple rule: the tenant is always in control.
A typical flow looks like this:
Lettie: "It sounds like the boiler's pressure is low. This is often a simple fix I can walk you through. Are you comfortable giving it a try?"
If the tenant says "no" or "I'm not comfortable," Lettie's immediate, automated response is:
"No problem at all. I am escalating this to your landlord and have logged a formal maintenance request. They will be in touch shortly."
No guilt. No pressure. No risk.
3. It Creates a Perfect, Time-Stamped Audit Trail
The entire conversation is your new legal defense. You now have a complete, un-editable record that:
- The tenant reported an issue at a specific time (fulfilling their duty).
- Your AI responded instantly, 24/7 (fulfilling your duty under Awaab's Law).
- The AI correctly diagnosed the issue.
- The AI safely offered a simple, "tenant-like" solution.
- The tenant either accepted or declined, and the issue was resolved or escalated immediately.
The Compelling Truth
This is what "tenant-like manner" looks like in 2025. It's not about forcing tenants to be plumbers; it's about empowering them to solve the "little jobs" safely with expert guidance, while giving you the peace of mind that everything is being logged, triaged, and handled with 100% compliance.
Your tenant never has to try-but if they choose to, they'll have expert guidance every step of the way. And if they don't? The issue escalates instantly-no pressure, no guilt, no risk.
