Landlord hits out at not user-friendly selective licensing application process

A landlord has slammed a council’s selective licensing application process as “not fit for purpose”.

Paul Cunningham, chair of the Eastern Landlords Association (ELA), told Property118 that the software used to apply for Great Yarmouth Council’s selective licensing scheme is “not user-friendly”, adding to a growing sense of frustration among landlords in the area.

The council told Property118 they want to work collaboratively with landlords on selective licensing.

Council are in denial

The council’s selective licensing application process is being managed by HomeSafe, its delivery partner. However, Mr Cunningham says the system has been plagued by problems, with council officials allegedly dismissing concerns raised by landlords.

Speaking to Property118 following a meeting with council officials last week, Mr Cunningham said: “The council decided to instigate selective licensing again, despite the fact that the first scheme failed miserably in 2019. Now they are going ahead with it again in 2026.

“This time around, they decided to use HomeSafe to process the applications. All applicants have to upload copies of their EPC, electrical safety certificates and gas safety certificates.

“It soon became apparent that the software was not fit for purpose. Both HomeSafe and the council appeared to be in denial about the difficulties landlords were experiencing”.

At the meeting, Mr Cunningham asked the more than 50 attendees to raise their hands if they had experienced difficulties with the application process. He said every person in the room raised their hand.

He added: “The people affected are landlords who are simply trying to comply with the process, but frustration is growing because the system is not user-friendly.”

Help and support landlords

When approached by Property118 for comment, the council said they understood landlord concerns around the application process and would support them.

A spokesperson for Great Yarmouth council said: “We recognise that some landlords have found elements of the online application process challenging and we welcome feedback from users as the scheme continues to be implemented.

“The online licensing system delivered by Home Safe provides a robust, tried and tested platform for administering a scheme of this scale. The council has already received about 4,000 licence applications, demonstrating the system is functioning effectively and is successfully processing a significant volume of applications.

“While there have been no wider issues identified with the system itself, we recognise that some landlords have experienced individual difficulties or required additional support when completing their applications. Where specific issues have been raised, these have been investigated and addressed on a case-by-case basis by the council and Home Safe to ensure landlords receive the assistance they need.

“We remain committed to supporting landlords throughout the application process. Alongside written guidance and direct assistance, the council has arranged drop-in support sessions where landlords received help with IT-related matters and in completing their applications. These sessions offered an opportunity for landlords to access one-to-one support, ask questions and ensure they are able to submit applications successfully.”

The spokesperson adds: “Council officers have also met directly with representatives from local landlord associations to listen to feedback, answer questions and better understand any concerns. This ongoing engagement is an important part of ensuring the scheme operates effectively and that landlords are supported in meeting their legal responsibilities.

“Selective licensing is an important tool in improving housing standards, raising management standards across the private rented sector and ensuring a level playing field for responsible landlords. We will continue to work collaboratively with landlords and our delivery partner to ensure the scheme is accessible, effective and achieves positive outcomes for tenants and communities across the borough.”