With the first phase of the Renters Rights Act coming into force last Friday, we wanted to update you on our preparation and the contact routes in place for customer enquiries.
The Renters’ Rights Act updates the rules for private renting. It gives tenants clearer rights, requires landlords to provide key information in writing, and sets clearer rules on housing conditions, rent increases and eviction. Some issues now need to be formally reported or referred to the council, not just explained or signposted.
Dorset Council have clear processes in place and extra capacity across services to support renters and respond quickly where there may be risk, unlawful action, or poor housing conditions.
How to help customers get the right support
There are four main ways partners can help customers access the right information or support:
1. Direct them to the online reporting form
2. Support them to complete the online form
3. Direct them to Customer Services
4. Signpost them to information and advice
👉 Online reporting form: Major changes to renting to come into force under the Renters’ Rights Act – Dorset Council
Which route to use
1. Online reporting form
Use this where a customer has an issue that may need council involvement, such as poor housing conditions, concerns about eviction, harassment, or landlord non compliance.
The form collects key information and feeds directly into council systems for triage.
2. Supporting someone to complete the form
Partners can help customers complete the form where they need support, reassurance or help explaining what has happened.
3. Customer Services
Customers can be directed to Customer Services at any point, particularly where:
• the situation is urgent or complex
• the customer is homeless or at risk of homelessness
• it’s unclear which service should respond
Customer Services will ensure the case reaches the correct triage team, including the Housing Options Homelessness Triage Team where relevant.
4. Signposting to information and advice
Where a customer only needs general information or advice, it is appropriate to signpost to trusted sources such as the council’s Renters’ Rights webpages, GOV.UK, Shelter or Citizens Advice.
• Dorset Council: Renters’ Rights Act 2025- renting is changing – Dorset Council
This approach creates a clear front door, helps identify homelessness early, and ensures customers are routed quickly to the right team without being passed between services.
We value the role the voluntary and community sector plays in supporting renters. By using these routes, we can work together to make sure people get clear information, timely support, and protection where it’s needed.
If you’d like to discuss pathways or need clarity on where a situation sits, please contact Customer Services in the first instance.