23 Apr 2026
Landlords must make a decisive shift away from verbal communication and informal arrangements and move to a fully written, provable communication system.
This is one of the simplest changes to make and one of the most powerful when it comes to protecting control. For years, landlords have relied on phone calls, casual conversations, and verbal agreements to manage tenancies. That approach will not survive under the new framework.
From May 2026, if it is not written down, it effectively did not happen. That is the standard that will be applied in disputes, enforcement, and possession claims. Landlords may be completely right in what they say has happened, but if there is no record, there is no proof. This is where cases are lost as a tenant says one thing, the landlord says another, and the absence of evidence works against the landlord.
That situation is entirely avoidable with proper communication discipline. Every interaction with a tenant must now be treated as something that may need to be relied upon later. If a warning is given, it must be confirmed in writing. If access is requested, it must be recorded. If repairs are discussed, it must be documented. If behaviour is raised, it must be logged and followed up. This is not about creating paperwork for the sake of it. This is about creating a timeline of events that supports the landlord’s position. The system itself does not need to be complicated.
Email is sufficient if it is used properly and consistently. Messages must be clear, direct, and retained. Screenshots and saved copies must be kept where necessary. What matters is consistency. Switching between phone calls, texts, and informal chats creates gaps that cannot be filled later.
Where a phone call does take place, it must be followed up immediately with a written summary. A simple message confirming what was discussed and agreed is enough to create a record. That one step turns a verbal conversation into usable evidence. Landlords must also stop relying on memory.
Memory is unreliable and carries no weight when challenged. The recorded information outlasts the best human memory.
A written record carries weight because it exists independently of recollection. This shift also changes how tenants behave as when communication is clear and recorded, expectations are set properly. Tenants understand what has been said, what is required, and what will happen next and this reduces misunderstanding and limits disputes.
Where issues do arise, the landlord is in a position to demonstrate exactly what has happened and how it has been handled and that is a position of strength. The alternative is confusion, contradiction, and uncertainty.
From a practical point of view, landlords should implement a simple rule immediately. Nothing important is left as a verbal conversation.
Everything is confirmed in writing. Everything is stored. Everything is accessible, this applies across the entire tenancy lifecycle. From initial enquiries to move in, during the tenancy, and through to any issues that arise.
The benefit is immediate and long term. In the short term it creates clarity and reduces disputes. In the long term it creates a complete record that can be relied upon if needed.
There is a clear opportunity to put this system in place. It does not require new software or complex processes. It requires discipline and consistency. Those who make this change will find that they are far better prepared for the new reality.
Those who continue to manage informally will find themselves exposed the moment something goes wrong. The rule is simple and must be followed without exception. f it matters, write it down.
Find the government RRA Information Sheet to issue to tenants here: rentersrightsinfo.co.uk
Book a 30 minute personal consultation call with Property Legislation Expert Des Taylor here
