Our aim is to improve the housing standards for residents that are privately renting within the Malvern Hills district. We will achieve this by advising tenants, carrying out housing inspections and providing support to owners, leaseholders and landlords.

If you have a concern about a repair that is needed on your property, you should let your landlord/ housing officer or repairs team know in the first instance. By letting them know about the problem, you are providing the opportunity for the repair to be fixed. You should take note of the complaint details, such as the date and details.

If you do not receive a satisfactory response please contact the Private Sector Housing Team on 01386 565341 or This email address is being protected from spambots. You need JavaScript enabled to view it. for further advice (Social housing tenants, work with your housing association thoroughly before contacting the Private Sector Housing department).

Complaints procedure

  1. If appropriate, the Property Standards Officer will visit your property after notifying your landlord of your complaint. It may not always be practicable to notify the landlord, as there may be emergency situations that need to be acted upon immediately.
  2. During this visit, your property will be inspected and assessed using the Housing Health and Safety Rating System (HHSRS) guide. The risk assessments are based on the likelihood of an incident causing harm and what the severity of that outcome would be. The result of the assessment will determine the next step for the complaint.

Useful Documents

Private Sector Housing Framework Policy 2019


Where ever possible we try to improve the standards of the property by working with the landlord, owner or leaseholder. However, in some circumstances, it is necessary to take formal action. This includes:

  • A Hazard Awareness Notice
  • Improvement Notice
  • Prohibition Notice
  • Emergency Remedial Action
  • Demolition Order
  • Designate a Clearance Area

Please note that there will be a charge of £175.00 for serving formal enforcement notices.

Civil Penalty Notices

The power to impose a civil penalty as an alternative to prosecution was introduced by section 126 and Schedule 9 of the Housing and Planning Act 2016 which came into force on 6th April 2017.

Local Authorities are expected to use the new powers as a means to deter `rogue landlords’. The offences under the Housing Act 2004 that civil penalties can be considered for are;

  • Failure to comply with an improvement notice (Housing Act 2004 s30)
  • Licensing of HMO’s under Housing Act 2004 Part 2 (Housing Act 2004 s72)
  • Licensing of houses under Housing Act 2004 Part 3 (Housing Act 2004 s95)
  • Failure to comply with overcrowding notice (Housing Act 2004 s139(7))
  • Management regulations in respect of HMO’s (Housing Act 2004 s234)
  • Breach of a banning order (section 21, Housing and Planning Act 2016)

As required by the legislation the authority are required to publicise their process and charging scales which will be used to calculate the level of the penalty fine as well as the appeal process. 

For more information, see the Civil Penalty Notice policy.

Smoke and Carbon Monoxide Alarms

Private sector landlords are required by law to have at least one smoke alarm installed on every storey of their property. Also where a carbon monoxide alarm is in any room containing a solid fuel burning appliance (e.g. a coal fire, wood burning stove). You can be fined up to £5,000 for not complying to this regulation.

Landlord and tenant advice

  • Citizens Advice Bureau
  • Worcestershire Regulatory Services –  for advice and complaints regarding odour, noise, bonfires and rodents
  • Client Services 01386 565018 – for advice and complaints regarding refuse collections, bulky waste collections and wheelie bins
  • Homestamp - a range of useful information concerning private renting, from advice and guidance for tenants to technical guides for landlords
  • Building Control 01684 862223

Contact us

Private sector housing
This email address is being protected from spambots. You need JavaScript enabled to view it.
01386 565631