Accessible Viewings: Your Rights in Wales

Tenants often need accessible viewings when a property must be visited for inspection, measurement or move-in checks. In Wales you have rights to reasonable adjustments if a disability or mental health condition affects your ability to attend or participate in a viewing. This guide explains in plain language when you can ask for changes, how to request them, and what to do if a landlord or agent refuses or causes delays. It covers practical steps—what to say, what evidence to provide, and how to keep records—and points to official forms, tribunals and complaint routes you can use. If you feel vulnerable, the options here will help you prepare and protect your access to housing services in Wales.

Your legal rights in Wales

Under the Equality Act 2010 you can ask for reasonable adjustments to viewings if a disability or long-term health condition makes a standard viewing difficult or impossible.^[1] For housing-specific rules and tenancy types in England and Wales, the Housing Act 1988 and the Rent Act 1977 remain relevant to tenancy terms and possession procedures.^[2][3] If a landlord or agent ignores a request for reasonable adjustments, you can use the residential property tribunal and complaint routes to seek remedies.^[4]

What counts as a reasonable adjustment for a viewing?

Reasonable adjustments are changes that remove barriers so you can take part in the viewing on an equal basis. Examples include arranging a quieter time, allowing a support worker to attend, providing a virtual viewing or video walkthrough, meeting at an alternative entrance, or allowing extra time during the appointment. The adjustment must be reasonable for the landlord or agent to provide given the size and nature of the property and their resources.

How to request an accessible viewing

• Contact the landlord or letting agent promptly and explain your access needs and preferred adjustments.
• Suggest practical options, such as an online viewing, a quieter time or the attendance of a support person.
• Offer appropriate evidence if asked, for example a supporting letter from a health professional or a trusted support organisation.
• Propose specific dates and times and ask for confirmation in writing to keep a clear record.

Official forms and complaint routes

Application to the First-tier Tribunal (Property Chamber)

Form name: Application to the First-tier Tribunal (Property Chamber) — use the online application process or the tribunal guidance page when seeking a formal hearing about a tenancy dispute, possession or certain enforcement matters. Example: if an agent repeatedly refuses reasonable adjustments and you have evidence, you can apply for a tribunal determination about the landlord's behaviour and any remedies via the tribunal's application process. Official source: Apply to the First-tier Tribunal (Property Chamber) - GOV.UK^[4].

Housing Ombudsman complaint

Form name: Housing Ombudsman complaint form (online complaints process). When to use it: if your landlord is a registered provider or the landlord is covered by the Housing Ombudsman scheme and internal complaints have not resolved the issue, you can submit a complaint form asking the Ombudsman to consider maladministration or service failure. Example: you asked for accessible viewings repeatedly, the agent promised but never arranged them, and a documented complaint to the landlord was ignored; you can then raise the matter with the Ombudsman. Official source is provided in Help and Support below.

What evidence helps

• Letters or emails from your GP, support worker or care provider that explain mobility or sensory needs.
• Copies of written requests to the landlord or agent and their responses, including dates and times.
• Photos or short videos showing access barriers (for example steps, narrow entrances) if relevant to the requested adjustment.

If a landlord or agent refuses your request

First, ask for the refusal in writing and the reason. If the reason appears unrelated to the accommodation of a disability or is vague, explain again what reasonable adjustments would help and why. If the refusal continues, follow these steps: raise a formal complaint with the landlord or managing agent, keep a record of all contact, and consider escalation to the Housing Ombudsman or an application to the First-tier Tribunal (Property Chamber) if appropriate. The tribunal and Ombudsman routes are slower but provide formal remedies.

FAQ

Can I ask for a remote or video viewing instead of an in-person appointment?

Yes. Requesting a virtual viewing is a common reasonable adjustment; ask for a live video walkthrough or recorded tour and confirm acceptance in writing.

What sort of evidence should I provide to support my request?

Evidence can be a brief letter from a GP, support worker or mental health professional, or any documentation that explains how the viewing would be difficult without adjustments.

Who hears disputes about refused adjustments?

The First-tier Tribunal (Property Chamber) handles many residential tenancy disputes; the Housing Ombudsman can consider complaints about service failures by certain landlords and managing agents.

How-To

1. Contact the landlord or letting agent immediately, explain your access needs and request specific reasonable adjustments in writing.
2. Provide supporting evidence, keep copies of all messages and confirm any agreed adjustments by email.
3. If refused, submit a formal complaint to the landlord or agent and ask for a written outcome within a clear deadline.
4. If unresolved, escalate to the Housing Ombudsman or apply to the First-tier Tribunal (Property Chamber) using the official application route.

Key Takeaways

• You can request reasonable adjustments for viewings under the Equality Act, and you should make your request in writing.
• Keep clear records of all requests and responses; evidence and timelines strengthen your case.

Help and Support / Resources

• Rent Smart Wales - landlord and agent regulation in Wales
• Private renting in Wales - GOV.WALES
• First-tier Tribunal (Property Chamber) - GOV.UK

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1. [1] Equality Act 2010 - legislation.gov.uk
2. [2] Housing Act 1988 - legislation.gov.uk
3. [3] Rent Act 1977 - legislation.gov.uk
4. [4] First-tier Tribunal (Property Chamber) - GOV.UK