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Private sector service standards

The private sector housing team is responsible for regulating housing standards in all types of dwelling, including those that are subdivided into bedsits or flats.  

The team works with private property owners to eliminate unsafe and unhealthy living conditions. We believe all homes in Medway should be safe, warm and free from serious disrepair.


Housing repair assistance:

We will:

  • contact you to make an appointment to inspect your property within 10 working days of receiving your initial enquiry;
  • carry out a property inspection in response to enquiries for housing assistance within 12 weeks;
  • make a decision on completed applications for housing renewal grants within eight weeks for urgent cases and 12 weeks for non-urgent cases;
  • inspect the work within 10 working days of receiving a completion certificate;
  • approve payment within 10 working days once work is signed off as completed.

We expect you to:

  • provide all necessary information when it is requested;
  • inform us about any change in your circumstances.


Disrepair in private rented accommodation:

We will:

investigate reports of poor housing within:

  • one working day for urgent cases; or 
  • 10 working days for non-urgent cases.

Urgent cases include:

  • no hot water - particularly where young children/elderly reside at property;
  • a breakdown in the heating system in cold weather;
  • burst pipes resulting in flooding;
  • gas leaks;
  • dangerous electrics - confirmed by report from qualified person;
  • imminent structural collapse, for example, collapse of an internal floor;
  • a severe water leak through roof;
  • inadequate fire precautions in a property deemed to be a high-risk HMO.

We will:

  • contact your landlord/letting agent, on an informal basis, to request necessary repairs and/or improvements are carried out;
  • keep you informed of any agreements made with your landlord/agent about work to be carried out and time limits for completion of work;
  • maintain regular contact to monitor progress of works;
  • in consultation with you, take formal action against your landlord/agent if the required repairs or improvements are not carried out in a reasonable timescale.

We expect you to:

  • ask your landlord to deal with any disrepair or defects before contacting us;
  • listen to our advice on living conditions to do with damp and mould growth;
  • allow reasonable access to your landlord/agent's contractors to carry our work;
  • advise us when works are carried out;
  • inform us if you move out of the property.


Houses in multiple occupation (HMO):

We will:

  • inspect every licensed HMO at least every five years to ensure they are free from serious hazards and are being properly managed;
  • keep a database of all our licensed HMOs up-to-date and available to view when requested;
  • keep a database of all non-licensed HMOs up-to-date and available to view when requested;
  • prioritise all non-licensable HMOs for regular inspections to ensure they are free from serious hazards and are being properly managed;
  • investigate all reports of poor management within five working days.

We expect you to:

  • let us know if you live in an HMO that you think should be licensed;
  • not to interfere with any work required by the landlord to ensure proper management of the HMO.


Go to the Housing Service Standards: Private Sector homes leaflet on our housing leaflets page.

For more information contact Housing Services by telephone: 01634 306000 or by email: housing@medway.gov.uk

Write to: Housing Services, Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR

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