Tenant Information & Support
We’re here to ensure your tenancy runs smoothly. Below you’ll find guidance on reporting maintenance, rent payments, requests for changes, and what to do when your tenancy ends.
Reporting Maintenance
The quickest way to report maintenance is online:
Emergency Repairs (Out of Hours):
Call 0191 491 0344 and select Option 2. You’ll be provided with an emergency contact number.
Redecoration Requests
We’re happy for you to improve your home, but landlord approval is required before any redecoration work begins.
Submit your request online:
Do not start any work until written permission is granted.
Paying Your Rent
Your rent will be collected via Direct Debit, set up prior to moving in.
If you need to make a bank transfer, please use the details below:
Account Name: NGU Homelettings
Sort Code: 16-10-16
Account Number: 10223274
Reference: Your property address
Prefer to pay by phone? Call us on 0191 491 0344 and select Option 2.
Pet Requests
You’ll need written permission from your landlord to keep any pet in the property.
Most requests are approved, subject to an additional deposit (typically one week’s rent).
Submit your pet request online:
Keeping a pet without permission may breach your tenancy agreement.
Ending Your Tenancy
If you’re thinking about moving out, please contact us first. We’d always like the opportunity to resolve any issues and help you stay where possible.
Giving Notice
Under the new tenancy rules, tenants are required to give at least two months’ written notice to end their tenancy. Notice should expire no earlier than two months after it is served and should end on the last day of a rental period.
For example, if your rent is due on the 5th of each month, your rental period will run from the 5th to the 4th of the following month.
If you serve notice on 16th March, two months’ notice would take you to 15th May. However, because the notice must be for no less than two months and must end on the last day of a rental period, the tenancy would end on 4th June. You would remain liable for rent until that date.
Your notice must be provided in writing to be accepted.
If you are unsure of your notice period or wish to give notice email:
Once valid notice is received, we’ll inform the landlord and begin re-marketing the property.
Keys and Tenancy Amendments
Replacement / lost keys: £10 + VAT (£12) per key
- Tenancy amendment or new agreement: £41.67 + VAT (£50)
How We Protect Deposits
We are members of:
- Propertymark Client Money Protection Scheme
- Ensures your money is held securely and responsibly
- Download Certificate
- The Property Ombudsman
- A government-approved redress scheme for resolving complaints