If you do not provide a written lease with the appropriate annex stating that the lease acts as the rent book, you are obliged to provide each tenant with a rent book which shows all the necessary details - landlord, tenant, rent details, emergency contact number and an address to where any legal documents may be served on a landlord by a tenant.
Again, there is nothing stopping you have the tenants sign a Part 4 lease agreement which is very similar to a fixed term agreement with minor alterations.
The SWA Officer is trying to be certain that (a) it's not a sub-let by other tenants, and (b) that it is a bona fide tenancy, which is one of the qualifying conditions for Rent Supplement.
In order to calculate the tenant's entitlement to Rent Supplement, they need to know exactly what rent he is charged.
Surely the OP can type out a couple of sentences to give social welfare what they want.
In addition I don't see why OP cannot telephone the person in the rent allowance and talk to them. I've very easily managed this myself when the need arose.
It is not the law that you have to have a written lease and social welfare shouldn't be making up such rules. But OP should be able to demonstrate that the tenant is in fact a tenant and that he is a landlord etc.
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