Advice and support service for both tenants and landlords

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The context

The PRS currently contributes to more homelessness than it resolves in Scotland. In 2019-20, whilst over 5,000 households became homeless from a private tenancy, less than 1,400 households had their homelessness ended that way. In the first round of RRTPs, most local authorities registered aims to increase use of the PRS as a solution to homelessness, at the same time as maximising opportunities to prevent homelessness from the sector.

In Wales, that dual-pronged ambition had already crystalised in the Housing Act (Wales) 2014. The Act included a strengthened duty on authorities to take reasonable steps to prevent and resolve homelessness. Prevention duties now applied earlier: 56 days, rather than 28 days, from homelessness. Welsh Councils were also given the option, for the first time, to discharge duties into suitable private rented homes, provided tenancies were likely to endure for six months. Both elements of the 2014 Act sharpened focus on sustaining PRS tenancies and inspired the Early Doors project.

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The intervention

Welsh homelessness charity, the Wallich, began to deliver Early Doors in partnership with Bridgend County Borough Council, in 2019. This is a free service for private landlords and tenants resting on an ‘early intervention’ concept: both parties can seek help around rent arrears well before the point at which a landlord serves a notice. Landlords must gain consent from tenants before seeking help from Early Doors. Any tenant assisted into a private let by the Council is advised of the scheme and asked to give their prior consent at tenancy start.

Early Doors offers impartial advice to landlords and tenants, and can help improve communication between parties, including by mediation, where agreed to. They can also work with tenants to identify and address any issues which may contribute to non-payment of rent, with the aim of reaching a mutual repayment agreement. That includes completing benefit checks, income maximisation and budgeting support, as well as signposting, connecting and at times, directly supporting tenants with other issues causing difficulties, for example, accompanying them to initial GP or mental health appointments.

Whilst the original focus was on arrears, Early Doors has adapted through the two years it’s been running to include wider issues which may threaten sustainment. The service now encourages any landlord or letting agent with concerns about a tenancy to get in touch. Where it’s not possible to salvage a tenancy, Early Doors works jointly with the tenant, landlord, local authority and other partners to secure a managed move, in order to prevent homelessness.

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The outcome

Since its inception, Early Doors has received 69 referrals (lower than original expectations due to the pandemic and associated legislation). Only 1% of tenants have gone onto become homeless. 78% private tenancies have been sustained, with the original issue successfully addressed whilst 10% of tenants are still working with the service. No tenant refused support at the initial stage, though 9% disengaged at a later point, with outcomes unknown, and 2% terminated due to leaving the area.

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Key insights

• it’s possible for one agency to offer a service which benefits tenants, landlords and letting agents
• the presenting problem isn’t always the real cause of the issue undermining sustainment, which highlights the need to spend time with both parties and offer a truly holistic service
• some private tenants have complex needs, yet are not known to other services; in such cases, it can take longer to build up relationships with both parties
• linking in with landlord forums, associations, regularly visiting letting agents and promoting the service in the community i.e. by attending community events, helps publicise the service

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Find out more…

Tracey or Stacey, Early Doors Senior Support Workers, The Wallich
earlydoors@thewallich.net