Every line has a ▶ button — tap it to hear that line spoken, one word at a time.
Gary: Hello, this is Gary.
the landlord — ★ landlord = owns the building · property manager = runs it for the owner · super = does the repairs
Mia: Hi, Gary. It's Mia Carter in apartment three. I'm calling about my kitchen faucet. It's dripping.
a dripping faucet — a faucet · dripping = losing water, drop by drop
Gary: Apartment three, at two fourteen Maple. Got it. How long has it been dripping?
name + apartment — ★ always start with your name and your apartment · a landlord may own several buildings
Mia: A few days. It drips all night, even when it's turned all the way off.
what · where · since when — ★ say WHAT it does, WHERE it is and SINCE WHEN · the three facts a landlord needs
Gary: Sounds like a worn-out washer. That's an easy fix.
a worn-out washer — washer = a small rubber ring inside a faucet · worn-out = too old to work · an easy fix = a quick repair
Mia: Oh, good. When can someone come take a look?
come take a look — the key question · it asks for a TIME, not for a promise
Gary: Tony's backed up this week. But don't worry. It's on the list.
it's on the list — ★ friendly, but there is NO DATE in it · a promise without a day can wait for weeks
Mia: Okay. Do you know about when?
Gary: Soon. If it gets worse, give me a call.
Mia: I will. Thanks, Gary.
Mia: Good morning, Tony. It's Mia in apartment three. Sorry to call so early.
the super — ★ super (superintendent) = looks after the building and does the repairs · some buildings say "maintenance"
Tony: Yeah. What's the problem?
Mia: There's no hot water. Not in the kitchen, not in the shower. It's ice cold.
there's no... — the pattern for anything missing: "There's no heat." · "There's no power." · "There's no water."
Tony: It's not just you. It's the whole building. The water heater went out again.
the whole building — ★ one apartment = your own pipes · every apartment = the building's system · ask a neighbor first
Mia: How long do you think it'll take?
how long will it take? — always ask · the answer tells you whether to wait or to make another plan
Tony: An hour, maybe two. I have to relight it and let the tank heat up.
the water heater — the big tank that heats the water for every apartment · relight = light its gas flame again
Mia: Okay. Thanks for getting on it so fast.
getting on it — get on it = start working on it right away · a thank-you goes a long way with a super
Tony: That's my job. One more thing. If you ever smell gas, don't call me.
Mia: Who do I call?
Tony: Get out of the building first. Then call the gas company from outside.
if you smell gas — ★ leave right away · don't touch the lights · call 911 or the gas company from OUTSIDE
Mia: Good to know. Thank you, Tony.
Gary: This is Gary.
Mia: Gary, it's Mia Carter in apartment three. I'm so sorry to call this late.
sorry to call this late — ★ business hours = about 9 to 5, Monday to Friday · outside them, call only for an emergency
Gary: It's ten thirty at night, Mia. Is it an emergency?
an emergency — ★ emergency = danger to people or the building: no heat in winter, a flood, gas, no power, a door that won't lock
Mia: I think so. The heat's been off since this afternoon, and the radiators are stone cold.
a radiator — the metal heater under the window
Gary: Did you check the thermostat?
the thermostat — the wall control that sets the temperature
Mia: It's set to seventy. But it's fifty-eight in here, and below freezing outside.
Fahrenheit — ★ the US uses Fahrenheit · 70°F = 21°C, a normal room · 32°F = 0°C, freezing
Gary: Fifty-eight. Okay. That's an emergency.
no heat in winter — ★ heat is the landlord's duty by law · many cities require at least 68°F (20°C) inside in winter
Mia: Ruth's apartment is cold, too. I think it's the boiler.
Gary: Sounds like it. I'm calling Tony right now. He'll be there tonight.
the same day — ★ an emergency brings somebody the SAME day · a small repair can wait days or weeks
Mia: We'll be up. We're on the couch in our coats.
Gary: Keep them on. And Mia, you did the right thing. No heat, you call me any time.
Tony: Evening. It's Tony. You called about the heat.
Mia: Hi, Tony. Come on in. Thanks for coming out so late.
come on in — ★ you invited him, so he may enter · without you, a landlord must usually give notice first, often 24 hours
Tony: The boiler's back on. Give it half an hour. Anything else while I'm here?
Mia: Just this radiator, by the window. It bangs all night, like a hammer.
name the noise — ★ name the NOISE: it bangs · it hisses · it drips · it rattles · it squeaks · it buzzes
Tony: Yeah. There's water trapped in it. Who turned this valve?
a valve — the handle that opens or closes a pipe · every radiator, sink and toilet has one
Mia: I did. I turned it halfway down. It gets too hot in here.
Tony: There's your problem. All the way open, or all the way closed. Never halfway.
there's your problem — ★ old steam radiators: the valve is fully OPEN or fully CLOSED · halfway makes them bang
Mia: I had no idea. So how do I turn the heat down?
turn it down — turn the heat DOWN = less · UP = more · ON = start it · OFF = stop it
Tony: You don't. You open a window. It's an old building.
it's an old building — ★ you will hear this often · old pipes, old wiring, old radiators · it explains a problem, it doesn't excuse it
Mia: Open a window. Got it.
Tony: You're all set. And that smoke detector is chirping. Change the battery.
a smoke detector — chirping = the battery is low
Mia: I will. Good night, Tony. And thank you.
Ben: Hey, Tony. Thanks for coming by. It's the bathroom sink.
come by — come by = visit for a short time · also: come over · stop by · swing by
Tony: What's it doing?
what's it doing? — ★ the first question of every repair · answer with what you SEE or HEAR, not with your guess
Ben: It's clogged. The water just sits there. It takes ten minutes to go down.
clogged — clogged = blocked, the water can't go down · the drain = the hole where the water leaves
Tony: Did you try a plunger?
a plunger — push and pull to clear a clog
Ben: I tried. Nothing. So I poured in some drain cleaner.
Tony: Don't use that stuff. It eats the pipes. And these pipes are older than me.
don't use that stuff — ★ damage YOU cause is yours to pay for · if a plunger fails, call before you try chemicals
Ben: Sorry. I didn't know. So what do you do?
Tony: I snake it. This goes down the drain and pulls out whatever's stuck.
snake a drain — a snake = a long bendy steel wire that goes down a drain · stuck = caught inside, not moving
Ben: Do I want to see this?
Tony: No. It's hair. It's always hair. Now run the water.
run the water — run the water = turn it on and let it flow · "The water is running." = it is on
Ben: It goes right down. Like new. What do I owe you?
what do I owe you? — ★ nothing · normal repairs are the landlord's cost, part of the rent · you pay only for damage you caused
Tony: Nothing. It's part of the rent. You're all set. Just get a hair catcher for the drain.
you're all set — = it's finished, you need nothing more · what every repair person says at the end
Ben: I'll get one today. Thanks, Tony.
Ben: Mia? The microwave just died. And the kitchen light is out.
it just died — died = stopped working suddenly · also: "It quit." · "It's dead." · "It won't turn on."
Mia: The living room is dark, too. Half the apartment has no power.
no power — power = electricity · "The power is out." = there is no electricity at all
Ben: The bedroom's fine, though. I'm calling Tony.
Tony: Yeah, it's Tony.
Ben: Hi, Tony. It's Ben in three. Half our power just went out.
Tony: What were you running?
what were you running? — running = switched on and using power · he is looking for the cause
Ben: The microwave, the space heater and Mia's hair dryer.
a space heater — a small electric heater you plug in · it uses more power than almost anything else at home
Tony: All at once? You tripped a breaker. Find the breaker box, by your front door.
tripped a breaker — ★ too much power on one line, so a safety switch cuts it off · nothing is broken
Mia: Found it. A gray metal door. There's a row of black switches inside.
the breaker box — one switch for each part of the home
Tony: One of them is sitting in the middle. Flip it all the way off, then back on.
off, then back on — ★ a tripped switch sits in the MIDDLE · push it fully OFF, then ON · find your box before the lights go out
Mia: The lights are back on.
Tony: Good. Next time, one big thing at a time. Old building, old wiring.
old wiring — wiring = the electric cables in the walls · a heater, a microwave and a hair dryer together are too much
Ben: One thing at a time. Thanks, Tony.
Ben: There's a letter from Gary. Our lease is up at the end of March.
the lease — your rental contract · "it's up" = it ends
Mia: Already? Well, of course we're renewing. We love it here.
Ben: There's more. The rent is going up. A hundred and fifty dollars a month.
the rent is going up — ★ normal at renewal time · the letter is an OFFER · you can accept it, negotiate, or move
Mia: A hundred and fifty? From eighteen hundred to nineteen fifty?
saying the rent — how Americans say rent: "eighteen hundred" · "nineteen fifty" · almost never "one thousand eight hundred"
Ben: Starting April first. He's giving us sixty days' notice.
notice — ★ notice = a written warning ahead of time · a rent increase needs one, often 30 to 90 days, by state
Mia: Can he do that?
Ben: When a lease ends, yes. Just not in the middle of one.
can he do that? — ★ during a lease the rent is fixed · when it ends, the landlord may raise it, with notice
Mia: And if we don't sign?
Ben: Then we go month-to-month and pay even more. Or we move out.
month-to-month — no lease: you rent one month at a time · easy to leave, but the rent can rise again soon
Mia: I don't want to move. But I'm not going to just say yes, either.
move out — leave the apartment for good
Ben: You think he'll negotiate?
negotiate — ★ often, yes · an empty apartment costs a landlord about a month of rent, so a good tenant is worth keeping
Mia: It doesn't hurt to ask. I'll call him tomorrow.
Gary: This is Gary.
Mia: Hi, Gary. It's Mia Carter in three. Do you have a minute to talk about our lease?
Gary: Sure. You got my letter.
Mia: We did. First of all, we love the apartment, and we'd like to stay.
we'd like to stay — ★ step one: say you WANT to renew · a landlord would rather keep a good tenant than find a new one
Gary: Glad to hear it. You two are good tenants.
a tenant — tenant = the person who rents · landlord = the person who owns · also "renter"
Mia: Thank you. But a hundred and fifty is a big jump. Is there any flexibility?
is there any flexibility? — ★ the polite way to open a negotiation · softer than "That's too much." · it invites a new number
Gary: My costs went up, Mia. Taxes, insurance, a new boiler.
Mia: I understand. But we've always paid on time, and we take good care of the place.
paid on time — ★ step two: say why you are worth keeping · rent on time, no trouble, the place kept clean
Gary: That's true. So what did you have in mind?
what did you have in mind? — = tell me your number · have one ready BEFORE you call
Mia: What if we sign for two years? Could you do eighteen fifty?
offer a trade — ★ step three: offer a TRADE · a longer lease, an earlier signing, a move-in date that suits him
Gary: Two years. I can't do eighteen fifty. But I could do eighteen seventy-five.
could you do...? — "Could you do...?" · "I could do..." = the language of every negotiation · he met her in the middle
Mia: Eighteen seventy-five, for two years. And the kitchen faucet gets fixed.
ask at renewal — ★ renewal is the moment to ask for repairs · you never have more power than just before you sign
Gary: It's on the list.
Mia: Then we have a deal. Could you send me the new lease by email?
we have a deal — ★ a deal on the phone is not a deal yet · ask for it IN WRITING, and read it before you sign
Gary: You'll have it Monday.
Mia: Gary. Hi. Do you have a second? I have a question about pets.
Gary: Morning, Mia. Pets? What's the question?
Mia: Ben and I would love to get a dog. What's the pet policy?
the pet policy — ★ ask BEFORE you get the animal · a pet without permission can cost you the apartment
Gary: The lease says no pets without my permission. In writing.
permission — ★ the answer is in your LEASE · read it for pets, guests, painting, and who fixes what
Mia: So I'm asking. One small dog. Under twenty-five pounds.
pounds — 25 lb = about 11 kg · many buildings set a weight limit for dogs
Gary: Small I can live with. A three-hundred-dollar pet deposit, and thirty-five a month in pet rent.
pet deposit · pet rent — ★ deposit: paid once, and you can get it back · pet rent: every month, often $25 to $75
Mia: Is the deposit refundable?
refundable — ★ a DEPOSIT comes back if there is no damage · a FEE never comes back · always ask which one it is
Gary: If there's no damage when you move out, you get it all back.
Mia: That's fair. Can you add it to the new lease?
add it to the lease — ★ a spoken yes is not enough · permission goes INTO the lease, signed by both of you
Gary: I'll write it in. One dog. And keep it on a leash in the hallway.
Mia: You have my word. Thank you, Gary.
you have my word — = I promise · a warm way to close a deal
Mia: Oh no. You've got to be kidding me.
you've got to be kidding me — = I can't believe this · said to yourself when something goes wrong
Ruth: I heard you from inside, hon. What's wrong?
Mia: I locked myself out. I took out the trash, and the door locked behind me.
locked out — = I'm outside and my keys are inside · "I'm locked out." means the same
Ruth: Oh, I've done that. Is Ben home?
Mia: He's at soccer until noon. And my phone is inside, next to my keys.
Ruth: Then we call Tony. He has a key to every door in the building.
three ways back in — ★ a spare key at a neighbor's · the super or the landlord · a locksmith: about $75 to $150, more at night
Mia: On a Sunday? I don't want to bother him.
bother — bother = disturb · also the polite opener: "Sorry to bother you, but..."
Ruth: Good. He charges fifty dollars to come out on a Sunday.
a lockout fee — ★ many buildings charge to let you in after hours · the amount is in your lease
Mia: Fifty dollars? Then I'll wait for Ben.
Ruth: Wait in here, where it's warm. And next time, leave a spare key with me.
a spare key — an extra one, left with someone you trust
Mia: That's a great idea. I'll bring one over today.
Ruth: That's what neighbors are for. Biscuit, look who's here.
that's what neighbors are for — = of course I'll help · also: "That's what friends are for."
Mia: Thanks for coming up, Tony. I think we have mice.
a mouse · mice — one mouse · two mice
Tony: Mice. What makes you think so?
Mia: I heard scratching in the wall last night. And I found these under the sink.
scratching — say what you HEARD and what you FOUND · that is all he needs to know
Tony: Yep. Those are droppings. You've got a mouse. Probably more than one.
droppings — the small dark waste a mouse leaves behind · the surest sign · never touch them with bare hands
Mia: More than one. Great. How are they getting in?
Tony: It's winter. They come inside to get warm. See this gap around the pipe?
a gap — a small open space · a mouse can get through one no wider than a pencil
Mia: That tiny hole?
Tony: That's a front door. I'll fill it with steel wool. They can't chew through it.
steel wool — a pad of thin metal threads · pushed into a hole, it stops a mouse: it can't bite through
Mia: And the ones that are already inside?
Tony: I'll set a few traps tonight. And the exterminator comes on the first Monday of the month.
the exterminator — ★ = pest control: mice, roaches, bedbugs · many buildings have a regular monthly visit · ask the super when
Mia: Do we have to pay for that?
who pays? — ★ in an apartment building, usually the landlord · report pests EARLY: they move to the neighbors
Tony: No. The building pays. Just keep your food in jars, and take the trash out every night.
your part — ★ food in closed jars, trash out every night, no crumbs · a tenant who causes the pests can be billed
Mia: Every night. That's how I got locked out.
Tony: So take your keys.
Tony: Yeah, it's Tony.
Mia: Tony, it's Mia in three. There's water coming through the living room ceiling.
a leak — water coming in where it shouldn't
Tony: How bad? A drip, or is it pouring?
how bad is it? — ★ a drip · a steady drip · a stream · pouring · the word you choose decides how fast he comes
Mia: A steady drip. And there's a brown stain on the ceiling, as big as a dinner plate.
a stain — a mark that won't wipe off · a brown stain on a ceiling means water above it
Tony: That's the roof. All that snow is melting. Is it near a light?
is it near a light? — ★ water and electricity together are dangerous · near a light or an outlet? keep away and say so first
Mia: No. It's in the corner, over my desk. I put my biggest pot under it.
Tony: Good. Now take pictures. For Gary, and for your insurance.
take pictures — ★ photos with a date are your proof · for the landlord, for the insurance, and for your deposit later
Mia: We have renters insurance. The lease requires it.
renters insurance — ★ about $15 to $25 a month · it pays for YOUR things: laptop, furniture, clothes · many leases require it
Tony: Smart. Gary's insurance covers the building. It doesn't cover your laptop.
whose insurance? — ★ the landlord's policy pays for the walls and the roof · never for a tenant's belongings
Mia: So when can you fix the ceiling?
Tony: Roof first, when the snow's gone. Then the ceiling has to dry out. Give it a week.
Mia: A week with a pot on my desk. Okay. Thanks, Tony.
Gary: This is Gary.
Mia: Hi, Gary. It's Mia Carter in three. I'm calling to follow up on the kitchen faucet.
follow up — ★ the polite way to say "you still haven't done it" · no anger needed
Gary: The faucet. Right. Didn't Tony take care of that?
take care of it — = deal with it, fix it · "I'll take care of it." = leave it to me
Mia: Not yet. I first called you about it three weeks ago.
say when you reported it — ★ always say WHEN you first reported it · the date is your strongest fact
Gary: Three weeks? Well, it's been a crazy month. The boiler, the roof.
Mia: I know. And I appreciate everything Tony's done. But it's getting worse.
it's getting worse — ★ if it has changed, say so · a problem that is growing moves up the list
Gary: Worse how? It's just a drip.
Mia: It was a drip. Now it's a steady stream, and the cabinet under the sink is wet.
a steady stream — a stream = water that runs without stopping · wet wood under a sink means damage has started
Gary: Okay. Don't worry, Mia. It's on the list.
Mia: I understand. But could you give me a date?
could you give me a date? — ★ "on the list" and "soon" are not answers · ask for a DAY, kindly, every time
Gary: I'll talk to Tony. Sometime next week.
sometime next week — still no day · so SHE names one: "I'll check back with you on Monday."
Mia: Okay. I'll check back with you on Monday.
check back — = I will ask again, and here is the day · it tells him you won't forget
Gary: You do that.
Ruth: You look upset, hon. What happened?
upset — upset = unhappy and a little angry · a neighbor's way of asking what is wrong
Mia: The kitchen faucet. It's been leaking for three weeks, and Gary keeps saying it's on the list.
keeps + -ing — keeps + -ing = again and again · "It keeps leaking." · "He keeps forgetting."
Ruth: Ah, the list. Did you call him, or did you write to him?
Mia: I called. Three times.
Ruth: That's the problem. With Gary, if it's not in writing, it didn't happen. Put it in writing.
put it in writing — ★ the number one rule of renting in the US · a call leaves no proof · an email has a date on it
Mia: An email? Is that enough?
Ruth: An email is perfect. It has the date on it. Say what's broken, and since when.
a good repair email — ★ what is broken · where · since when · when you first reported it · and a photo
Mia: Should I add a photo?
Ruth: Always. Then give him a deadline. Ask him to fix it by Friday.
a deadline — ★ a deadline = the day you expect it done · polite, exact, and very hard to ignore
Mia: Isn't that a little rude?
Ruth: It's not rude. It's a record. Be polite, be clear, and keep a copy.
a record — ★ Americans expect it in writing · a record protects the tenant AND the landlord · keep every email
Mia: And if he still doesn't fix it? Do I stop paying rent?
Ruth: Never. You keep paying, you write again, and then you call the city.
never stop paying rent — ★ not paying can get you evicted, even when you are right · next step: the city's housing inspector
Mia: You've done this before.
Ruth: Thirty years in this building, hon. Gary just needs it in writing.
Gary: Good morning, Mia. I got your email. And the photo. And the second email.
the second email — ★ no answer in a few days? write again, in the same email thread, so the whole story is in one place
Mia: Good morning, Gary. Come in. I didn't expect you to come yourself.
Gary: I wanted to see it for myself. Tony tells me he's putting in a whole new faucet.
put in · replace · repair — put in = install · replace = take out the old one, put in a new one · repair = fix the old one
Mia: A new one? I thought it just needed a washer.
Gary: Three weeks ago, it did. Waiting made it worse. That one's on me.
that one's on me — ★ = my fault, my cost · a small leak fixed late becomes a big repair, and landlords know it
Mia: I appreciate that. And thank you for moving so fast this time.
I appreciate that — = thank you, and I mean it · stronger and warmer than "thanks"
Gary: You were polite, you were clear, and you gave me a date. That's hard to ignore.
polite · clear · a date — ★ the three things that get a repair done · anger is easy to ignore · a dated email is not
Mia: A neighbor taught me that.
Gary: Ruth. I have a whole drawer of her letters. Okay. Turn it on. Now turn it off.
turn it on · turn it off — for water, lights, heat and machines · with a faucet also: "run the water" · "shut it off"
Mia: Not a drip. So it's really fixed?
Gary: It's fixed. It's off the list.
it's off the list — = it is done · the opposite of "It's on the list." · all it took was one email with a date
Mia: Finally. Thank you, Gary.
Gary: If anything else breaks, send me an email. Apparently that works.
apparently — apparently = it seems to be true · dry humor: he knows he was slow