GAMECHANGER: The Renters Gateway has arrived!
Author: Adam Carter - two minute read
Making Renting Easier: The New Housing Gateway with Jennifer Harris
Here at the Consumer Friend Blog, we love tackling consumer rights with a sprinkle of humor and a lot of heart. This week’s Consumer Friend Podcast was a doozy. Renting might not be the most thrilling subject, but trust me, this episode was packed with insights that could save you a lot of headaches.
LouBax and I sat down with Jennifer Harris, Head of Policy Research and Strategy at the Tenancy Deposit Scheme (TDS), to discuss their game-changing initiative: the My Housing Issue Gateway. Whether you’re navigating your first lease or managing multiple properties, this tool is about to revolutionize how we tackle housing issues.
What Is the Housing Gateway?
The housing world is complicated—rent disputes, mould issues, unresponsive landlords—it’s just too much sometimes and can make you just want to give up and ‘live with it’. Enter the My Housing Issue Gateway, a free, interactive platform developed by the TDS Charitable Foundation.
Jennifer explained,
“It’s all about giving tenants and landlords the information they need, when they need it, in a way that’s simple and personalised.”
The gateway functions as a signposting service, guiding renters and landlords to the appropriate forums, whether that’s an ombudsman, local council, or court. Think of it as a personal assistant for housing problems—complete with action plans, letter templates, and even phone scripts.
Why Do We Need This?
Navigating the rental landscape can be overwhelming. A TDS survey revealed that 50% of tenants in England don’t know where to turn when things go wrong. Some don’t even know redress schemes exist. And many avoid raising complaints due to fear of eviction or being labeled a “bad tenant.”
Jennifer highlighted the issue:
“The current system is too fragmented. Tenants often face a maze of agencies and rules, leaving them unsure of their rights and next steps.”
This confusion means many tenants endure poor conditions—such as damp or unsafe living environments—without knowing how to seek help. The Gateway seeks to remove those barriers by providing tenants and landlords with clarity and confidence.
How Does It Work?
Here’s where it gets clever. The Housing Gateway isn’t just a website; it’s a personalised problem solver. Users answer a series of questions about their issue, and the tool generates a customised action plan, including:
Which organisation to contact
How to structure complaints
Templates for letters or emails
“The tool is designed to empower users,” Jennifer said. “Whether it’s escalating a mold issue or understanding your rights, the Gateway gives you everything you need to take action confidently.”
And it’s not just for tenants. Landlords can also use the Gateway to navigate their responsibilities, reducing the likelihood of disputes.
Addressing Barriers and Raising Standards
Beyond guiding users, the Gateway addresses critical barriers:
Awareness: Many tenants simply don’t know their rights or how to access support.
Fear of Retaliation: 32% of tenants don’t complain due to fear of eviction or rent increases.
Complexity: The housing redress landscape involves multiple organisations, from councils to courts.
By simplifying the process, the Gateway not only helps resolve disputes but also encourages early resolution before problems escalate.
Future Impact and Developments
The My Housing Issue Gateway has the potential to transform housing standards across the board. As Jennifer pointed out,
“This isn’t just about solving problems—it’s about preventing them in the first place.”
In the future, the Gateway could evolve to include a small support team for users struggling to navigate the platform, as well as enhanced data collection to inform housing policies.
Where to Access It
Good news: the My Housing Issue Gateway will be available on the TDS Charitable Foundation website!
This episode was a real eye-opener, showcasing how technology can make renting fairer and more transparent for everyone. Whether you’re a tenant, a landlord, or just someone passionate about housing rights, this is a tool you’ll want to explore.
Catch the full episode of the Consumer Friend Podcast for more details. And remember, a well-informed renter is an empowered renter!