Problem with a rented property
Contact your landlord or agent first
You must report a problem to your landlord or agent before contacting us.
If you report a problem by phone or in person, you should back this up in writing by:
- letter
- text
Only report a problem to us if you are unhappy with the landlord or agents response after 14 days.
Writing a complaint
Ask the landlord or agent to inspect the issues within 14 days. If necessary, repairs may be scheduled for a later date.
You must include:
- the date
- your name and address
- your landlord or agents name
- details of the problems with your house
Try to include as much information about what the problem is and keep a copy of the letter, email or text that you send.
You can do this by:
- screenshot
- print out
- photocopy
- photograph
What happens next
If you're unhappy with the landlord or agents response after 14 days, please use the online report form below to contact us.
We can:
- inform the landlord or agent we have received a complaint about disrepair
- give them 14 days to respond to the issues
- carry out an inspection of your property if your landlord fails to respond within that time
- take enforcement action if necessary to ensure repairs are made
Housing Association properties
If you rent from a housing association in Wales, they are responsible for:
- repairs at your property
- providing contact information for reporting problems
Please follow their official complaints procedure to report any repair problems.
After that, you can contact the Public Services Ombudsman for Wales to look into your complaint if you are still unhappy.