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.
Early Termination of Your Tenancy
If you're considering ending your tenancy early, please contact us first - we’d love the chance to resolve any issues and help you stay.
Tenancies are legally binding for their full term (usually 6 or 12 months). If the landlord agrees to an early exit, you may be liable for:
Marketing & re-letting fee: £472.50 + VAT (£567)
Rent up to the agreed release date
To discuss this, email: support@nguhomes.co.uk
Ending Your Tenancy (After Fixed Term)
If your fixed term has ended and you plan to move out, we require at least one month’s written notice.
Once notice is received, we’ll inform the landlord and begin re-marketing the property.
Notice must be in writing to be accepted.
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