Help for tenants who cannot go online: accessing housing rights without the internet

Not everyone has access to the internet, a smartphone, or the confidence to use digital services. If you are in this situation, this guide explains how you can still get help with housing problems, report disrepair, and pursue a claim, all without needing to go online.

You do not need the internet to get help

Many housing advice services, including ours, offer help by phone. You can call us, explain your situation, and we will take it from there. You do not need to fill in a form online, create an account, or send an email to get started.

Call us on 0800 030 4669. This number is free from most phones, including mobiles. You can call Monday to Friday during office hours.

How to report disrepair without going online

You do not need to go online to report disrepair to your landlord. You can:

• Write a letter: a handwritten or typed letter to your landlord's address is perfectly valid. Keep a copy or photograph of the letter before you send it. Send it by recorded post so there is evidence it was delivered.
• Send a text message: a text message to your landlord's mobile number is acceptable. Screenshot or write down what you sent and when.
• Make a phone call: you can call your landlord to report the problem, but follow up in writing afterwards so there is a record.
• Ask someone to write for you: a friend, family member, carer, or support worker can write to your landlord on your behalf. This is entirely valid.

The report does not have to be in a particular format. It just needs to identify the problem and ask the landlord to fix it.

Getting advice by phone or in person

If you cannot use the internet to find housing advice, you can:

• Call Citizens Advice: 0800 144 8848 (free). They can help with many housing issues.
• Visit your local Citizens Advice office: many have drop-in sessions where you can speak to an adviser in person.
• Go to your local library: libraries often have computers and staff who can help you look up information or print out documents.
• Contact your local council's housing team: most councils have a phone number you can call to report housing problems or get advice.
• Ask your doctor's surgery or a community centre: they may be able to connect you with local housing advice services.

Calling us: what to expect

When you call Support for Tenants, we will ask you some straightforward questions about your situation:

• What kind of home do you rent?
• Who is your landlord?
• What problems do you have with the property?
• Have you already told your landlord about the problems?

You do not need to have all the answers ready before you call. We are here to help you work out where you stand.

If you have difficulty speaking or hearing

If you have difficulty speaking or hearing on the phone, a friend, family member, or carer can call on your behalf. You can also write to us. For deaf users, Relay UK (formerly Next Generation Text) allows you to make phone calls via a relay assistant.

Documents and letters: we can explain what they mean

If you receive a letter from your landlord, the council, or a court and you are not sure what it means, call us and we can explain it. You do not need to understand the legal language yourself.

When should I contact Support for Tenants?

If you rent privately and your landlord has not fixed problems in your home, call us, regardless of whether you can use the internet.

Call us on 0800 030 4669. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

Sources

• Section 11, Landlord and Tenant Act 1985 (legislation.gov.uk)
• Equality Act 2010 (legislation.gov.uk)

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