We are back to business as usual, but you may face delays as we conduct our normal activities in line with Government Coronavirus guidelines.

If you wish to complain about a rented property which is affecting your safety or health, you can follow these steps in order to report it to your landlord.

You must give your landlord or agent the opportunity to respond before contacting us.

If you think the problem is an imminent and significant risk, then contact your landlord or agent verbally. If you are unhappy with the response, please contact Customer Services.

Before we can take any action about a property, the following steps must have been taken:

1. Inform your landlord or agent

  • you must ensure that the unsatisfactory conditions you wish to complain about fall under the landlords' responsibility to repair and that the conditions are not a result of your lifestyle
  • you must inform your landlord or agent, verbally and in writing listing the defects that require attention.

Use our Disrepair Letter template which you can find in the Downloads section on this page. It is important that you keep a copy of your letter for your records.

2. Inform your landlord or agent for a second time if no action is taken

  • if no action has been taken by the landlord to the first letter within a reasonable timescale (28 days), then a second letter can be sent to your landlord or agent
  • the second letter gives the landlord a further 14 days to address the issues

Use our Second Disrepair Letter template which you can also find in the Downloads section. Again, ensure you keep a copy of the letter for your records.

3. Contact us if still no action is taken

Once steps one and two have been taken, and the landlord or agent has not been in contact or completed the works, contact Customer Services. We can arrange for an officer to carry out an inspection of the property.

When contacting us, ensure that you provide the following information:

  • your name
  • your address
  • your phone number
  • number and ages of occupants
  • name of the landlord or agent
  • address of the landlord or agent
  • phone number of the landlord or agent
  • type of benefits, if any, you claim
  • description of the property eg number of bedrooms
  • date your tenancy began
  • types of disrepair issues and their location eg mould growth in the bathroom

Failure to provide all the details above may delay your complaint.

Important: If you have not taken steps 1 and 2, we may not be able to take action, inspect the property or use our legal powers.

Further guidance

Please be aware that:

  • you do not currently have any legal protection against eviction as a result of a complaint
  • your landlord or agent will have to be made aware of the complaint
  • your landlord or agent will be informed of any inspections carried out
  • we can only help you improve your current housing conditions
  • we have no bearing on any application you may have for council housing.