oven agreement

Access

I have cover for the oven and requested a repair to the door and light reflector covers. The engineer has called 3 times at agreed dates for the tenant and the tenant was out. They have now requested a payment of £25 from the tenant as a fine for not being in before they will call again. I am concerned as the protection plan may expire and I may not be able to renew now with a problem still outstanding. Am I in my rights to advice the tenant if this happens the tenant is liable to cover the cost as I have done what I can.