Difficult to support tenants who rely on Universal Credit?
As a private landlord managing our own portfolio, we are finding it increasingly difficult to support tenants who rely on Universal Credit.
The core issue is that private landlords do not have access to a landlord portal, which is available only to social landlords. As a result, we are unable to upload rent arrears statements, Section 13 notices for rent increases, or any other essential documentation.
When we contact the helpline, we are told they cannot speak with us because the claim does not belong to the landlord. There is no email address for us to use, and the APA direct payment form does not even provide confirmation that a request has been submitted.
This lack of communication and transparency makes it almost impossible to manage cases effectively.
I have been raising these concerns for many years, yet the system has not improved. Tenants are falling into arrears, facing eviction, and in many cases, these are vulnerable individuals who desperately need support.
We want to help them, but the current Universal Credit processes make that extremely challenging.
I have previously submitted a complaint to the ICO, but unfortunately, this did not lead to any meaningful outcome.
Universal Credit should actively engage with private landlords and seek feedback so that the system can be improved.
Better collaboration would allow us to work together to protect vulnerable tenancies and prevent avoidable homelessness.
Cara
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Member Since October 2022 - Comments: 28
9:56 AM, 19th March 2026, About 1 month ago
You are not universal credit. They treat the tenant as private, not social housing, so you should too. Issue warnings the same as to any other tenant. It’s up to the tenant and DWP to sort it out. You are not a tenant’s nanny and they should be appropriately supported by other departments. Are your rentals not a business venture?
Member Since June 2013 - Comments: 3249 - Articles: 81
10:17 AM, 19th March 2026, About 1 month ago
Same here. I’ve gone from being biggest Benefit housing Provider in Nottingham to totally had enough of the system & UC a big factor in that why I’m packing up.
If Govt would just listen to us, they’d save £ billions in overpayments & homeless.
I use Bill Irvine of https://universalcreditadvice.com/ a lot now as UC beats me into submission. It disgusting, I feel your pain. If we could just email UC & say Look this is a problem, don’t tell me anything confidential, take it away & u will see. And I have done & it’s worked. Then the email gets took away. I used to go in Job Centre with the tenant. I’m getting too old for this sxxt now.
L Bennett, there is safety nets to help the tenant & they are failing. Not everyone is the same. Some need help & support. If they were all perfect, I’d be on a beach every week in Spain.
Member Since May 2015 - Comments: 2204 - Articles: 2
10:29 AM, 19th March 2026, About 1 month ago
UC is loaded against the landlord, the only way to resolve the problem is not to take UC tenants. Of course, you must under the new regime treat them equally and allow them to view properties, but how many will qualify for rent guarantee insurance that is now mandatory?
Member Since May 2014 - Comments: 89
11:15 AM, 19th March 2026, About 1 month ago
Your attitude to this is highly commendable, but could ultimately cost you.
It’s harsh but if you get significant arrears you need to serve notice to quit – and follow through on it if necessary. Else there’s little incentive for the tenant to do anything, they feel secure either way. It’s not down to you to sort out their benefit payments.
I’d serve S21 notices on your worst tenants before 1 May – you don’t have to follow through but you’ll be better-protected cf S8.
You can probably relet at a higher rent anyway – the LHA rates are generally really poor.
Anecdotal story – we had a tenant on remand, UC cent us a letter saying they’d pay for 6 months. After 3 they stopped. We chased and chased but nothing. Turned out their letter was badly worded. The tenant was sentenced with time inside totalling over 6 months – so when this became apparent they stopped paying. The tenant wouldn’t Surender the tenancy & was later release. UC paid him the rent direct despite the previous arrangement to pay to us direct. He blew it all in a few days on a massive booze and drugs bender (so we’re told). We had to evict him – he finally left on the day the bailiffs came. Cost us a fortune in lost rent and legal/bailiff costs.
Member Since February 2023 - Comments: 87
12:22 PM, 19th March 2026, About 1 month ago
I will never rent to a tenant again on UC. The reason for this is when my previous tenant decided he couldn’t be bothered to work, that was absolutely fine with UC so instead of making sure his rent was paid, UC didn’t pay the rent to me, or just paid me £200 a month of it which they seem to think is acceptable. What I don’t understand is, they are giving people benefits to pay their rent, but the people (tenants) do other things with it and that seems fine with UC so if they are dictating to us that we cannot discriminate against UC tenants, then they should be prepared to pay the rent because why should these crooks live for free? This is how stupid this country is and what they expect landlords to put up with. Landlords deserve more respect.
Member Since May 2021 - Comments: 18
8:16 AM, 21st March 2026, About 1 month ago
Reply to the comment left by The_Maluka at 19/03/2026 – 10:29
Can you clarify what you mean by rent insurance being mandatory? I haven’t heard about this!
Member Since May 2015 - Comments: 2204 - Articles: 2
8:39 AM, 21st March 2026, About 1 month ago
Reply to the comment left by Steve Knell at 08:16
I mean that I will not let to any tenant who does not qualify for Rent Guarantee Insurance. It is my decision to make the RGI mandatory, a decision based on long experience of low income tenants.
Member Since July 2024 - Comments: 112
3:12 AM, 22nd March 2026, About 1 month ago
Good information, reinforces who we shouldn’t risk renting to. I get UC and other benefits tenants with sob stories all the time.
We had an ex Convict , druggie, who threatened to stab people..luckily we were paid by UC, except he was told not to pay us during covid by our ExAgent – we never recovered the full rent and after eviction sold up.
Now I just say you won’t pass credit and reference checks so we can’t start the process to consider you, its not us, its the process. Let’s hope they eventually work out that getting a real job may help them get a rental. Plenty of work around..