Rent Smart Wales failing its users by closing phone lines

The NRLA has received calls from landlords who are concerned with Rent Smart Wales’ (RSW) decision to close its phoneline service. NRLA contacted the organisation to discover why such a step had been taken.  

RSW confirmed that the phoneline service - run for the benefit of Welsh landlords - has been closed due to a backlog of work, recruitment problems and high staff sickness levels. 

This news comes after recent calls from MS for Aberconwy, Janet Finch-Saunders, and Welsh Shadow Minister for Housing, backed NRLA calls to reform RSW. 

On the homepage of the RSW website, previously landlords were greeted by the message, “We are currently unable to provide a telephone service, and this may be the case for some time.” As a result of the NRLA’s engagement with RSW, the organisation has now updated its communications on this issue. 

RSW also said that they are currently training new staff to staff the phoneline service and hope to reopen the service by the end of August. 

Responding to the NRLA’s approach, an RSW spokesperson said: 

“Our telephone line is currently closed as we do not have sufficient staff to deal with the resource needs across the service. We have had to prioritise resources to ensure that the services we do provide are to a good standard and that processing activities can also continue.  

“The recruitment and retention of new staff is an issue across all sectors in Wales in recent months. Be assured however that we are doing everything we can to encourage job applications and to train new recruits as quickly as possible. 

“Our customers continue to be able to contact us by email, ‘Contact Us’ forms and post. These communication channels are advertised on our website, answerphone, and social media. In addition, a call-back can be requested by the customer where required”. 

Commenting on the development, NRLA Chief Executive Ben Beadle said: 

“This is an appalling move by RSW and shows a staggering disregard for the customers it serves. Many firms, including us, are finding it really difficult to recruit people in the current environment, but they adapt and plan – they don’t shut up shop. 

Given a new tenancy regime is coming in December, it does beg the question about RSW’s preparedness at a time landlords and renters most need it. This sorry episode is another reason to reform this big bureaucratic and unaccountable beast and make it answerable to the people it serves.” 

The NRLA published its White Paper on improving renting in Wales earlier this year. We have actively engaged with stakeholders across the PRS to raise support for all of our key asks. As part of our proposals, we have called for greater transparency and improvement in the overall performance of Rent Smart Wales. 

Our Shadow White Paper, in which the NRLA calls for reforms to RSW, can be read here . 

If you have concerns about RSW, please write to your MS - https://senedd.wales/find-a-member-of-the-senedd/ .