Rental Rights;
when you are renting
By the end of this section, you will:
- Understand your rights and responsibilities whilst renting.
- Know how to avoid and deal with problems.
- Know who to call for support if things go wrong.
Key rights and responsibilities
You have several rights and responsibilities when renting. The most important ones are listed here. More details here at Shelter Cymru – always seek advice if you are not sure.
I have the right to ...
Withhold rent if the property is not Fit for Human Habitation. Seek advice first, and only do this as a last resort.
and the responsibility to ...
Pay the rent that is agreed at the start of the tenancy.
Get hold of my landlord / agent if I need to, at a reasonable time.
Respond to my landlord or agent if they try to contact me, if I am able to.
Get at least 24 hours notice before my landlord visits, and request a time that is convenient for me.
Allow my landlord / agent access to the property to carry out inspections and make repairs.
Live free from discrimination and prejudice.
Allow others to live free from discrimination and prejudice, and report any problems if I am able to.
Get any Reasonable Adjustments needed to help me live independently and safely if I have a disability.
Tell my landlord or letting agent about my disability and what I need.
The landlord or letting agents rights and responsibilities
There are lots of rights and responsibilities for the landlord or letting agent. The most important ones are listed here. More details here at Shelter Cymru – always seek advice if you are not sure.
They must ...
Provide you with an Occupation Contract within 14 days of your tenancy starting.
They can ...
Expect you to follow the terms of the Occupation Contract, without checking if you have understood.
Put your deposit into an approved Deposit Protection Scheme.
Keep some or all of your deposit at the end of your tenancy if you cause any damage in the property.
Inspect the property once a year (or every 6 months if it’s a House of Multiple Occupancy or HMO).
Use the inspections to record evidence of the state of the property – if you are looking after it and any damage.
Give you at least 24 hours’ notice before visiting the property, unless it’s an emergency (e.g. burst pipe).
Expect to have access to the property to do repairs, fixes, inspections or maintenance – you should allow them in.
Give you at least 2 months’ notice if they want to increase the rent, and not increase the rent more than once a year.
Increase the rent once a year, as much as they like. Most landlords aim for the ‘market rent’.
Follow the correct procedure if they want to evict you.
Evict you if you break the terms of your Occupation Contract. Or, if they give you the proper notice.
Damp and mould - what's the deal?
One of the most common problems in private renting is damp and mould, so it’s worth knowing your stuff.
Here on Citizen’s Advice and here on Shelter Cymru is more information about damp and mould. Read up!
Basically, you must take steps to prevent damp and mould from developing in your home.
As long as you have done this, your landlord or agent will be responsible for removing and preventing damp and mould.
This fact sheet tells you how to prevent damp and mould in your home.
It is a good idea to evidence that you have done these things – by taking photos, keeping receipts and storing any letters or emails relating to this.
It is also important to evidence the condition when you move in, so that you know if there was damp or mould at the start of your tenancy. This information should be in your inventory.
Avoiding Problems
There are four common problems that happen in private renting.
Money / Financial
- Rent arrears
- Unable to afford rent increase
- High bills
- Being in debt
- Trouble affording food or other essentials (like the dentist)
Social / Relationships / Other People
- Trouble with neighbours
- Breaking up with your partner
- Experiencing discrimination, abuse or harassment
- Anti-social behaviour (being accused or experiencing it)
Health / Disability / Neurodiversity
- Mental health e.g. anxiety
- Medical condition / illness
- Neurodiversity e.g. Autism
- Problems with alcohol or drugs
Condition / Quality / State / Suitability
- Damp / mould
- Overcrowding
- Mice or rats
- Security issue (e.g. broken locks)
- Accessibility issue (e.g. no grab rail)
Money / Financial Problems
1. Tell your landlord or agent as soon as possible
Most landlords and agents are kind and will try to help if you are struggling, for example by supporting you to access advice.
Whatever happens, it is essential that you tell your landlord or agent if you are struggling to afford your rent or bills.
Be polite and keep a record that you have told them (e.g. by saving the email).
2. Budget check and identify the issue
Figure out how much shortfall there is in your income.
This budgeting tool might help. You can then see if you cannot afford the essentials:
Rent Council tax
Utility bills
WiFi / phone bill
Food & household items
Healthcare (e.g. dentist)
Clothes and toiletries
You can also use this benefits checker to make sure you’re getting everything you’re entitled to.
3. Seek support
There are many services in Newport which can help you if you are in financial difficulty.
Some help you directly, for example by providing food.
Others help indirectly, for example through debt management.
Below will demonstrate how to engage with these different services if you need to.
4. Think about physical and mental health
Having money problems and being unable to afford essentials can be very stressful.
This can impact on your physical and mental health.
If you are concerned about your health, see your GP (your Doctor). They can help in lots of ways. You can tell them about money problems, too.
This e-guide has a useful list of mental health services in Newport.
Support in Newport
Food Cycle Newport
Community House Eton Road, every Tuesday from 6.30p.m. You and your family can enjoy a nutritious healthy meal for free.
1 Eton Road, Newport, NP19 0BL
020 7729 2772
EYST
Provides Halal food parcels to ethnic minority families in need.
07514 474172
Fairshare Pill
If you live in Pill, you can pay just £3.00 each week for a package of groceries.
The Pill Millennium Community Centre, Courtybella Terrace, Newport, NP20. 2GH.
01633 660262.
Fairshare St. Julian's
If you live in St Julian’s, you can pay just £3.00 each week for a package of groceries.
The Beaufort Centre, Beaufort Rd, St Julian’s, Newport NP19 7UB.
01633 214506
Newport Foodbank
Get a Voucher via Community Connectors. Ask them to phone you back to place a Trussel Food Parcel Order. You will need to put your phone number in the email.
Wednesday Warm
Every Wednesday 3.30-6.00pm.
You and / or your family can enjoy a nutritious healthy hot meal for free.
Crafts and play space available for children, giving adults time to enjoy company and food. A friendly and welcoming atmosphere for all.
The Christchurch Centre,
BT Compound, Malpas Rd, Newport NP20 5PP.
01633 822211
office@christchurchnewport.co.uk.
Warm Wales
- ECO4(flex) scheme
- Affordable Warmth & Energy Efficiency
- Home Safety
- Priority Service Register
- Energy Advice
- Fuel Debt support
- Money Maximisation
- Water Support & Warm Homes Discount
- Basic Needs/ Crisis Support
- Wellbeing outcomes / social prescribing
- Awareness raising / Behaviour Change
0800 091 1786
www.warmwales.org.uk
Social problems / Involving other people / relationship issues
Tell your landlord or agent
If you feel comfortable and safe to do so, let your landlord or agent know about the problems.
It is important to tell your landlord if someone leaves the property, or if someone moves in.
Your Occupation Contract needs to be edited in these cases.
Your landlord also needs to know if there are problems with neighbours, as it could be an ongoing issue.
Identify the issue
Some helpful questions to ask:
Am I at risk in any way – am I safe?
Is anyone else who lives here at risk?
Could there be discrimination or hate crime happening?
Is this problem affecting my tenancy?
Do I know what to do in an emergency?
Contact the right support service
On the next slide are some services that can help with relationship, people or social problems.
Remember that you can seek help confidentially – workers will not tell anyone that you have called them, and they can’t contact your landlord without your permission.
It can be very difficult to reach out for support. Knowing where to go can help – and remember that you can choose to accept the help or not.
Social issues / Relationship Support
Confidential, discreet and tailored support for women and girls who have experienced any form of violence against women, domestic abuse, and/or sexual violence.
Gwent Police
- If you think a crime has happened, you can report it here.
- There is a special page for anti-social behaviour.
- ALWAYS call 999 if you think someone’s life is in danger.
A trauma-informed service supporting people who experience hoarding behaviours. Help to maintain your tenancy with no forced clearances.
Your story – your journey.
https://holistic-hoarding.co.uk/
A multi-faith community centre offering a safe space to come together and access mutual support. Includes a youth club, family support network and free hot meals.
It is in Maindee but welcomes people from all across Newport.
Connect Gwent
Support for victims of crime, including sexual violence and anti-social behaviour. Refer yourself or ask another person to refer you.
Health / Disability / Neurodiversity Concerns
If you are able and feel comfortable, let your landlord or agent know
In some cases, your landlord or agent might be able to make a change that could help you.
Landlords have a duty to make Reasonable Adjustments if you have a disability, to help you live safely.
Remember, your landlord can’t help you if they don’t know what the problem is.
Identify the problem
Questions to ask:
- Do I know what the problem is?
- Do I have a diagnosis, or do I suspect a particular condition?
- What treatment / strategies have worked in the past?
- How do I feel about getting support?
- Is this issue impacting on my daily life?
- Is it affecting my tenancy?
Reach out for support
It can be very difficult to reach out for support with mental health or a neurodiversity condition like Autism.
Remember that services are confidential, and the people who work for them are trained in supporting people with problems similar to yours.
You can choose to accept as much help as you like.
Health, Disability or Neurodiversity Services
Professional mental health support.
A range of group sessions from allotment and art, to choir and mindfulness. Plus counselling services and more.
Refer yourself or someone else can refer you:
A self-help web site with lots of fantastic resources. NHS-approved and evidence-based.
An online directory of support services, organisations and community groups to help you with your health and wellbeing.
Advocacy, advice and practical support for disabled people, their families and carers.
Includes mental health and neurodiversity.
Reality Theatre
Provides free, safe and confidential drug and alcohol services, from reducing the harm to maintaining abstinence.
0333 320 2751
N-Gage / GDAFS
Provides free, safe and confidential drug and alcohol services, from reducing the harm to maintaining abstinence.
0333 320 2751
NHS Services
If you are worried about your health – physical or mental – always see your GP. You can also ask your Doctor about neurodiversity and learning needs.
Problems with the condition, quality, state or suitability of your home
Tell your landlord or agent as soon as possible
Remember, the landlord is only responsible for issues they are aware of. If they don’t know, they are not held responsible.
Many issues are easier to fix if caught early.
Sometimes, you can be held responsible if a problem gets worse because you didn’t tell the landlord as soon as it started.
Keep evidence that you have told the landlord about the problem (e.g. an email).
Seek additional support
Remember that there are some things which you are responsible for fixing or maintaining in your rental property.
Below there are services which can help with this.
You must still ask the landlord or agent before making any changes to the property (this includes repairs).
Keep records and receipts of any work done.
Use official complaints processes
If you have tried to get the problems fixed and this hasn’t worked, you can make a complaint about your landlord.
Below you will find a flowchart showing the different ways you can do this.
Make sure you follow the correct procedure. It will help in the long run.
Condition, quality, state or suitability support services
They provide home improvements, repairs, and adaptations for older and disabled people in Newport.
A ‘Library of Things’ offering low-cost hire of household items plus free repairs. You can also learn simple DIY.
Remember – check with your landlord or agent before doing any DIY jobs!!
Remember that Shelter have all the legal advice about repairs, property condition and responsibilities when renting.
Ask to speak to an adviser if you can’t get the info off the web site.
This can be used if you think your housing is at risk. The Gateway can offer Prevention and Floating Support services.
If you need to make a complaint
Step 1: Tell the landlord / agent in writing. Give them a chance to respond.
Step 2: Write a formal complaint letter to your landlord or letting agent. If you don’t know how to do this, Citizen’s Advice and Shelter Cymru can help.
Step 3: Take your complaint to Rent Smart Wales
REMEMBER Your landlord is ONLY responsible for a problem if they are aware of it! Keep records – this recording sheet might help. Take photos and videos, take screenshots of messages and emails, keep receipts.
Services specific to discrimination / equality
We hope that you will never experience prejudice or discrimination. But if you do, there are dedicated services to support you.
Highly specialised support for those affected by crime, including Hate Crime. Confidential, and lots of different ways to get in touch.
A union especially for tenants. If you join as a member (very cheap), they can represent you and support you with any renting problems.
Ethnic Minorities and Youth Support Team Wales Culturally sensitive, direct support for Black, Asian or minority ethnic individuals or families with all aspects of housing.
A web site for reviewing landlords and letting agents. Read and write reviews to help other tenants avoid poor treatment.
Provides advice, support and representation for victims of hate, harassment and discrimination.
Other support available
Ongoing support
We hope that you will not have problems when you are renting.
But, knowing what support exists provides peace of mind if things do go wrong.
Many of us will experiences challenges throughout our lives, so it is normal to need help, guidance or advice from time to time.
Remember, the most important thing is to reach out as soon as possible, and engage with whichever services are available to you.
