Purpose The purpose of this study is to evaluate the roles of landlords in tenant management during COVID-19 pandemic season among informal settlement neighbourhoods in urban Ghana. Design/methodology/approach This study used a mixed methods research approach and foregrounds the discussions of the results with the social roles theory. Using the quota sampling procedure, this study used 467 semi-structured interviews of tenants from five old informal settlement neighbourhoods in urban Ghana. This study adopted the thematic analytical technique in the results section. Findings This study uncovered that landlords perform a gate-keeping social relationship role in ensuring tenant safety during the COVID-19 pandemic season through the provision of security, care and support, discipline, hard work, morale building to accountability. However, this study found that most landlords do not provide tenancy agreements to tenants which strained some social relationships in tenant management. Originality/value The application of social roles theory in this study provides a cutting-edge approach to the study of welfare of tenants living in informal settlement housing units during periods of pandemic. This study practically provides a participatory approach to analysing and discussing the roles of landlords in tenant management and proffering solutions for formalisation of these roles in housing policies in Ghana.