Contact us

Please use the form below. Alternatively, you may be able to find the answer to your query here, or on our Frequently Asked Questions page.

How do I report property conditions?

In the first instance you should contact your landlord/agent, in writing, bringing to their attention the problem. If you feel they do not respond appropriately, you can speak with the Environmental Health section of your local authority. They can inspect your property and demand the landlord/agent rectifies any issues that are significant enough to affect your health, safety or welfare. If your landlord / agent does not respond appropriately or resolve the conditions at hand, you should contact Rent Smart Wales and report this as the landlord / agent may be in breach of their licence conditions.

How do I notify Rent Smart Wales that an account holder is deceased?

If you wish to report to Rent Smart Wales that an account holder with Rent Smart Wales is now deceased, you can do so in writing via the online form below or by letter to:

Rent Smart Wales
PO Box 1106
Cardiff
CF11 1UA

You will need to supply the following information (of the deceased):

Title & Full Name
Date of Birth
Correspondence Address
Date of Death
Rental Property(ies) concerned
Who the Executor/Administrator of the estate is and their contact details
Who will be conducting letting and/or management activities
Your relation to the deceased account holder E.g. Executor, Wife, Husband, etc.

Please note that Rent Smart Wales will not make any changes until this information is received in writing, even if you have notified us over the phone.

The property I’m trying to register shows as registered to someone else, how do I get it removed?

You will not be able to register a property that is already registered to another landlord.

If you are trying to register a property that is registered to someone else you will need to provide us with documentary evidence that you are the landlord of the property so that we are able to release the property for you to add to your landlord registration.

Examples of the types of evidence that you can send us to prove that you are the landlord of a property are listed below:

Land Registry documentation
Letter from a solicitor conforming ownership
Leasehold agreement
Property Deeds
Mortgage Documents

You can send this evidence via our Contact Us Form or via post to Rent Smart Wales, PO Box 1106, Cardiff, CF11 1UA

Once we have received the evidence and determined that it is acceptable, we will contact you to advise that the property is available to register.

If you require any further assistance please contact us on 03000133344

Log-in Issues

Please refer to our Customer Guide for logging in issues.

I hold Power of Attorney for a Landlord. How do I register and licence the property(ies)?

If you hold Power of Attorney for a landlord (the donor) then as the attorney will need to create a Rent Smart Wales user account in your name providing all required information. You will then need to create a landlord registration on behalf of the donor. All of the information provided such as name, date of birth and correspondence information (address, telephone and email) should be yours to ensure that we only correspond with you as the attorney.

When selecting the type of registration, this will depend on the Power of Attorney arrangement in place. If you are the only person who holds Power of Attorney then you will need to select the type as “Individual”. If there are multiple attorneys then you will need to select the type as “Joint”. Please note: If you select the type of registration as “Joint”, you will be asked to provide the Name, Date of Birth and Email Address of the additional attorneys. You will need to enter this information regardless of whether they have any involvement with the rental property(ies).

When the registration asks you to provide a reference name, you will need to enter “Power of Attorney for ( Donor name )>”. This then shows Rent Smart Wales the arrangement in place and enables you as the attorney to make any amendments to the registration and authorise any changes that need to be made. This means that Rent Smart Wales will contact you as the attorney should we need to discuss anything regarding the registration rather than contacting the donor.

If you as the Attorney conduct the letting & / or management activities at the rental property(ies) on behalf of the donor, then you will be required to apply for an Agent Licence as a Power of Attorney allows you to make certain decisions on behalf of the donor, but doesn’t mean that you own the property(ies) therefore, you are the agent. If you do not conduct the letting and/or management activities at the donor’s rental property(ies) and an agent has been appointed, then you should link them to the property(ies) when completing the landlord registration.

Please Note: We will not require evidence that you hold Power of Attorney at the time of application however, Rent Smart Wales may request this in the future.

If you can’t find your answer above, please use the form below to send your enquiry.

Contact Form

Please log in to your account before filling in the below form, so that we can quickly proceed with your enquiry.

If you are unable to log in, please ensure you provide 3 pieces of information from your account e.g. Full name, address, date of birth, contact details, etc. This is so we can complete Data Protection checks and review your account in full.