Listen without requiring the tenant to prove their experience before you discuss immediate practical safety. The landlord's role is to respond appropriately within the housing relationship and connect the person with suitable help.
Make contact safe
- Ask whether it is safe to speak, leave a message or send email, and which details may be visible to another person.
- Avoid a joint email or shared tenant portal message containing the disclosure.
- Explain that information will be limited to those who need it, while being honest about any necessary safeguarding or legal disclosure.
Identify the housing issue
- Discuss urgent repairs, damaged locks, access, arrears caused by financial abuse or a need to leave.
- Check joint-tenancy and occupancy rights with a qualified adviser before changing locks or removing a name.
- Offer information about specialist domestic-abuse support and the council's housing service appropriate to the area.
Follow through
- Assign a safe contact person and record the agreed next step.
- Review contractor instructions so they do not accidentally reveal sensitive information.
- Keep the case separate from routine arrears pressure and consider relevant support or benefit arrangements with the tenant.
Example: a shared email address is unsafe
A fictional tenant asks that no message be sent to the usual household email. Record the safe contact instruction and ensure the agent and contractor use it. A well-intended appointment confirmation could otherwise disclose the report or planned security work.
What to do
- Check immediate danger and a safe way to communicate.
- Record practical housing needs with restricted access.
- Seek specialist advice on security, occupation and tenancy changes.
Evidence to keep
- A minimal factual record of the report and safe-contact instructions.
- Agreed actions, permissions and relevant professional advice.
Sources and guidance
- Standard occupation contracts: guidance on the termsWelsh Government · checked 20 October 2026
- Universal Credit alternative payment arrangementsDepartment for Work and Pensions · checked 20 October 2026
- Data protection advice for small organisationsInformation Commissioner’s Office · checked 20 October 2026
- Being a private landlordScottish Government · checked 20 October 2026