The National Residential Landlords’ Association (NRLA) has described the decision to temporarily close a telephone helpline for landlords in Wales as “appalling”.

The NRLA says it contacted Rent Smart Wales after concerned landlords complained that the helpline service had been closed.

A message on the Rent Smart Wales website currently states, “We are unable to provide a telephone service at the moment due to staff shortages.”

Rent Smart Wales is the central licensing authority for landlord and rental property registration in Wales and is run in partnership by the 22 Local Authorities in Wales.

Ben Beadle, chief executive of the NRLA, said: “This is an appalling move by RSW and shows a staggering disregard for the customers it serves.

“Many firms, including us, are finding it really difficult to recruit people in the current environment, but they adapt and plan – they don’t shut up shop.

“Given a new tenancy regime is coming in December, it does beg the question about RSW’s preparedness at a time landlords and renters most need it.

“This sorry episode is another reason to reform this big bureaucratic and unaccountable beast and make it answerable to the people it serves.”

A spokesperson for Rent Smart Wales confirmed: “Our telephone line is currently closed as we do not have sufficient staff to deal with the resource needs across the service.

“We have had to prioritise resources to ensure that the services we do provide are to a good standard and that processing activities can also continue.”

“Our customers continue to be able to contact us by email, ‘Contact Us’ forms and post. These communication channels are advertised on our website, answerphone and social media,” the spokesperson added.