I am seeking direction on how to proceed with an ongoing issue involving my tenant. The situation concerns both non‑payment of an agreed amenities contribution and a complete lack of communication.
Key Issues
she had agreed at the start of her tenancy to pay £250 per month towards all the amenities I had purchased in the house as she had extenuating circumstances that she needed to be away from and my house had all the amenities she required without putting herself out for a while acquiring all the items, these items ranged from 3 double sized beds, curtains, washing machine, fridge to even kettle etc. The repayment of these was from 1st February – 1st July 2026. This was exclusive of her monthly rent and was to be paid separately directly to me.
The payment for 1st May 2026 became due, and despite multiple reminders, it remains unpaid.
• Pattern of non‑communication
I sent several messages via WhatsApp:• The initial message on 1st May was read (blue tick).
• All subsequent reminders have been delivered but not opened, despite being sent over several days.
• This suggests she is receiving the messages but choosing not to engage.
What I Need Guidance On
• Whether attending the property for a welfare check is the correct and lawful next step.
• What my obligations are if she does not respond at the door.
• Whether I should notify non‑emergency authorities if I cannot confirm her safety.
• How to formally address the repeated non‑communication and overdue payment within the tenancy framework.
• Whether this behaviour constitutes a breach of tenancy terms and what formal steps I can take if the pattern continues.
Please I will appreciate some insight on this.
Thank you.
Sounds like an unlawful charge under the Tenant fees act to me.
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How so?? She had nothing coming into the house and requested that I left all amenities And would make a monthly payment. I am currently still paying off these items. I could have sold them off and gotten my cash asap. Again, I am open to learning, please let me know how it’s an ‘unlawful charge’
@Jane43
- you should remove tenant’s name from comms here as you are potentially breaching privacy, data protection etc
-people can stop responding to whatsapp messages for all sorts of reasons (illness, phone died etc). It’s only been 4 days
-you are a LL not a social worker tho your concern for tenant is commendable
-unless you have a reason to be concerned for tenant safety, I would suggest leaving well alone. If you do have reason for concern you need to document it and it’s then an emergency situation
-try calling. And then contact via other means (can you ask a family member/emergency contact to check tenant ok? ) Non response to some whatsapp does not justify going round.
-unless the furniture was agreed in the tenancy agreement and optional, and you have agreement in writing it is likely to be illegal under Tenancy Fees Act - think possibly it either has to be part of higher rent for a furnished property or it’s not allowed but get legal advice rather than relying on fora like this
Guidance here on what is allowed Tenant Fees Act 2019: guidance - GOV.UK
Also this prev thread Furniture rental agreement - one off cost
-if you don’t get any response after a couple of weeks ask your legal advice or LA or landlord association for advice on next steps. If non payment is the issue rather than safety it’s like any other arrears - document and try to establish contact via other means (phone email letter etc). Constant whatsapp messages could be harassment tho so be careful
-you could reasonably schedule an inspection visit to check how tenant settling in etc (needs at least 24h notice) and unless tenant refuses because it’s an unreasonable time you can visit, as per Shelter advice to tenants. Then speak face to face and take a note of the conversation and send after for the record. But I wouldn’t do it straight away or just because of non payment for the furniture
-doubt non comm after 4 days would be a breach of tenancy terms but check your tenancy agreement. May be a clause about telling you promptly about issues needing repairs but unlikely anything says they have to respond to whatsapp messages about non payment within 4 days
Good luck
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Ps an extra 250 a month over 6 months is quite a lot extra - did your affordable checks suggest she could afford it?
Pps best also remove details of circumstances (re the relationship) from your description
Ppps sorry if obvious but maybe face to face ask tenant if willing to supply an emergency contact details going forward or if she has other people regularly checking in on her
so would it have been better to ask her for a full payment prior to commencement of tenancy? I actually asked her what she wanted me to take out of the property, so she could afford it. she listed the items that she wanted, these are obviously essential items that she would have had to get herself at a greater expense in terms of financials, time and effort. Washing machine, wardrobes, microwave, television. I am really at a loss as I thought I was doing her a favour especially from her past. I hear you all and its beginning to look like I may need to forfeit the rest of it.
Thank you for this advice. Yes, indeed, all items were listed and priced within the contract and the discount that was applied as well. We have maintained a good/prompt relationship via WhatsApp, mainly, so quite disappointed that she has refused to respond to anything. I really thought I was doing her a favor as I had asked initially for 3 part payment, which would have obviously put her out, but changed it to help fit her payment plan. I will probably request an inspection in a week’s (if still no response) time and see how that pans out. Need I mention, I know she is hale and healthy and going into work as we live in same neighborhood. If she was having difficulty, I just felt she could have spoken to me and we could have come to a compromise but outrightly not responding, is quite distasteful and not ideal. Thanks once more for your advice.
@Jane43 you are assuming “choosing not to engage” or “refusing to respond” but only 1 message on 1 may read you don’t know status re others.
Maybe her phone has died or been stolen. Or she’s been hacked or locked out of her whatsapp. Or she has other more emergency things happening in her life such as issues related to children or family members (you mention multiple beds). Or dealing with court issues.
You have been v good to her so far so she may think she has some leeway.
On the fees for furniture I’d get legal advice rather than assume not valid given all included in a contract what you’ve done might amount to higher monthly rent reflecting furnished condition. Not sure legal tho as I’ve read Tenancy Act doesn’t allow front loading. @David122 may be able to advise further
Best
I agree with Karl. I think your arrangement regarding the furnishings is a breach of the Tenant Fees Act. Your choices were to either remove the furniture or increase the rent for fully furnished accommodation. You may think that what you’re doing is the equivalent, but its a prohibited payment.
There is nothing you can do to claim this payment and you should refund all the money youve collected so far or you probably wont be able to evict her if you ever need to.
You can serve a s13 notice for a rent increase now using form 4A.
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At this point, I feel the issue now is the ‘no response’ to any form of communication that will enable a change in any arrangement or bring about open dialogue. Messages are shown to being delivered and phones are ringing but no response. That in itself is unacceptable for me.
even if she were to make payment this instant, I will still require a conversation with her about this. And just highlight ideal ways of communication for both parties etc.
physically she has been seen to be hale and healthy, driving around. So what is the issue?? Again, I am always open to refinement of terms and she knows it as she has requested for things which I have obliged even though it inconveniences me.
@Jane43
As I said could be phone broken, stolen or hacked or locked out of whatsapp. ‘Shown as delivered’ or ‘ringing’ def doesn’t mean seen by tenant.
Try email or non-whatsapp txt message or if you have a contact for a friend or family member ask her to get in touch or drop a quick friendly note through door asking her to call as you’ve not been able to get in touch by whatsapp.
@David122 and @Karl11 have advised the payments are prohibited. If you try to enforce these or don’t return the payments it’s potentially an unlimited fine and a ban from letting property and a criminal record if you were prosecuted (see link below) or a 5k fine (if considered 1st offence) or 30k (if considered 2nd). Suggest getting legal advice but myself think best to return the 500 quid and agree a slightly higher rent instead.
Good luck
Under the Tenant Fees Act 2019, charging prohibited payments to tenants in England results in a civil penalty of up to £5,000 for a first breach. A second or subsequent breach within five years is a criminal offence, potentially resulting in an unlimited fine or a £30,000 civil penalty instead of prosecution
I think we are all better off knowing the names of bad tenants, what right do they have to anonymity when landlords havent.
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@Leslie1
As a LL we are supposed to (like any other business) provide a privacy notice telling individuals how you will use their info so they can be aware and sign up to it. Unless LL has said they’ll share in public fora like these it’s unlikely to be legal.
Details about right to privacy here Your data protection rights | ICO
You may not agree with it but these rights protect us all when businesses use our data.