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Complaints about privately rented properties during the COVID-19 pandemic

Due to the ongoing coronavirus (COVID-19) pandemic, there are some changes to the way we deal with complaints about privately rented properties.

How to make a complaint

To make a complaint about a privately rented property, email or call 0191 427 7000.

High priority complaints

If your complaint is classed as a high priority, we will visit your property to investigate the problem.  

High priority complaints are those where:

  • there is an imminent risk to a tenant's health due to a serious hazard
  • a serious hazard has been previously identified and may still exist
  • we have been made aware that a tenant is vulnerable, and it is not clear whether they are aware of the hazardous conditions

Examples of high priority complaints include:

  • structural collapse
  • lack of heating or hot water
  • significant water leaks
  • serious public health issues (such as raw sewage in the property, yard or garden)
  • other health and safety matters that pose a serious and imminent risk to tenants

Medium priority complaints

If your complaint is classed as a medium priority, we will aim to investigate and solve the issue remotely. We will ask you to provide photos or videos of the issue.

We will not currently visit your property to investigate a medium priority issue.

Examples of medium priority complaints include:

  • damp and mould growth
  • minor water leaks

Low priority complaints

If your complaint is classed as a low priority, this will be delayed until we can visit your property.

Before we organise a visit, we will assess the risk to everyone involved, including you, any other tenants, staff and contractors.

Low priority complaints may include:

  • accumulations of waste in gardens or yards
  • complaints about empty or abandoned properties
  • minor structural issues (such as surface water drainage)

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