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:

👉Submit a Maintenance Request

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:

👉Redecoration Request

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:

👉Pet Request

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.

👉End Your Tenancy

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
  • The Property Ombudsman
    • A government-approved redress scheme for resolving complaints