Complaints about letting agents: the position in 2026
Complaints about letting agents is a critical issue that affects both tenants and landlords in the UK's private rented sector (PRS). Letting agents act as intermediaries between property owners and renters. Handling tasks such as advertising properties, managing tenancy agreements, collecting rent, and organising maintenance. However, these roles come with significant responsibilities, and when letting agents fail to meet their obligations, it can lead to serious problems for tenants. Issues range from poor communication and excessive fees to mismanagement of deposits and disputes over repairs.
The private rented sector has seen considerable reform in recent years, addressing concerns about the lack of regulation and transparency. The Renters' Rights Act 2026 (RRA) introduced sweeping changes that aim to protect tenant rights and hold letting agents accountable for their actions. For tenants, understanding these laws is important to safeguarding their interests and resolving disputes effectively.
What the law says
The legal framework governing complaints about letting agents is primarily found in several key statutes: the Housing Act 1988 (s.8, s.13, s.21), the Housing Act 2004 (s.213-215), and the Landlord and Tenant Act 1985 (s.11). Additionally, the Deregulation Act 2015 (s.33) and the Tenant Fees Act 2019 play important roles in regulating letting agents' conduct.
The Housing Act 1988 provides a legal framework for tenancy agreements, outlining rights and responsibilities of both landlords and tenants. Sections 8 and 21 cover termination notices. While Section 13 deals with rent payments and the right to receive a rent book. The Housing Act 2004 (s.213-215) established redress schemes for complaints against letting agents. Ensuring that there are mechanisms in place for resolving disputes.
The Landlord and Tenant Act 1985 (s.11) addresses the responsibilities of landlords to maintain properties in a habitable condition. This legislation sets standards for property maintenance and safety. Which indirectly impacts how letting agents manage repairs and maintenance issues on behalf of landlords. The Deregulation Act 2015 (s.33) further clarifies the duties of letting agents regarding deposit protection schemes.
The Tenant Fees Act 2019 introduced strict regulations on fees that letting agents can charge tenants, significantly reducing the risk of financial exploitation. This act prohibits letting agents from charging certain fees, such as early renewal or payment for references and inventories, thereby ensuring greater transparency and fairness in tenancy management.
How the Renters' Rights Act 2025 changes this
The Renters' Rights Act 2025 (RRA) introduced a series of sweeping reforms aimed at enhancing tenant protection and addressing shortcomings in the private rented sector. Key provisions affecting complaints about letting agents include:
- Abolishment of Section 21: The RRA abolished the use of Section 21 notices, which previously allowed landlords to end tenancies without cause after two years.
- Periodic Tenancy from Day One: Under the RRA, all new tenancies automatically become periodic on day one, eliminating fixed-term contracts and providing greater stability for tenants.
- Annual Rent Cap via Section 13: The act introduced a cap on rent increases to ensure that prices remain fair and reasonable. This provision provides tenants with protection against excessive rent hikes.
- Decent Homes Standard Extended to PRS: The RRA expanded the Decent Homes Standard, which requires properties to be in good repair and to have reasonably modern facilities, to cover all private rented sector homes.
- Awaab's Law Extended to Private Landlords: Following the tragic death of Hamza Awaab, who died from carbon monoxide poisoning due to a faulty boiler, the RRA extended the obligations of landlords to ensure that properties are fit for human habitation, including regular inspections and maintenance checks.
- New PRS Ombudsman: The act established a new Private Rental Sector (PRS) Ombudsman to handle complaints about letting agents and private landlords. This body provides an additional layer of redress for tenants whose issues can't be resolved through other means.
- PRS Database Registration: All properties in the PRS must now be registered on a central database, providing transparency and allowing regulatory bodies to monitor compliance with tenant protection measures.
These changes significantly strengthen the legal position of tenants when dealing with letting agents, ensuring that they have more strong protections and avenues for redress if things go wrong.
What this means for tenants
Tenants now enjoy enhanced rights and protections under the Renters' Rights Act 2025. The abolition of Section 21 notices provides greater stability in tenancies, as landlords can no longer terminate agreements without a valid reason such as rent arrears or damage to the property. Additionally, periodic tenancies from day one mean that tenants aren't locked into fixed-term contracts unless they agree to them.
The annual rent cap via Section 13 ensures that rental increases are fair and reasonable, preventing landlords from exploiting market conditions by charging excessive rents. Tenants also benefit from the extension of the Decent Homes Standard, which obliges letting agents and landlords to maintain properties in good condition with modern facilities.
A key aspect for tenants is the introduction of Awaab's Law, mandating regular safety inspections and ensuring that properties meet fitness-for-human-habitation standards. This law aims to prevent tragedies like Hamza Awaab's death by enforcing strict maintenance requirements on private landlords.
The new PRS Ombudsman provides an additional avenue for resolving disputes with letting agents. If a tenant encounters issues that can't be resolved through dialogue or mediation, they can escalate complaints to the ombudsman for impartial review and binding decisions. Complaints about letting agents offers tenants a reliable mechanism for addressing grievances without resorting to costly legal action.
Tenants should familiarise themselves with their rights under these new provisions and document any instances of poor service from letting agents carefully. Keeping detailed records of communications, fees charged, and property conditions can serve as important evidence in disputes or complaints. By staying informed about their legal protections and utilising the available redress mechanisms effectively. Tenants can better safeguard their interests when dealing with letting agents.
What this means for landlords
Landlords are now subject to stricter regulations and compliance obligations under the Renters' Rights Act 2025. The abolition of Section 21 notices means that landlords can't terminate tenancies without a legitimate reason such as rent arrears or damage to the property, which requires careful documentation and justification.
The shift to periodic tenancies from day one also impacts landlords by providing greater stability for tenants and potentially reducing turnover costs associated with frequent move-outs. While this offers some benefits in terms of long-term income predictability, it also places a higher burden on landlords to ensure that properties are well-maintained throughout the year without the security of knowing when tenancies will end.
The annual rent cap via Section 13 caps how much landlords can increase rents each year, necessitating careful financial planning and potentially requiring landlords to find ways to improve property conditions or negotiate lease terms that align with market rates within these constraints. This provision aims to prevent exploitation of tenants during periods of high rental demand but requires landlords to balance profit margins with tenant affordability.
The extension of the Decent Homes Standard mandates that all private rented sector homes meet certain standards regarding repair. At Complaints about letting agents, modern facilities, and habitability. Landlords must now invest in maintaining properties to ensure they comply with these regulations or risk facing penalties for non-compliance. Regular safety inspections are also required under Awaab's Law, which further emphasizes the importance of property maintenance and tenant welfare.
Landlords should familiarise themselves with the new PRS Ombudsman and understand that complaints from tenants about letting agents will be handled by this body. Landlords may need to cooperate fully in investigations or risk facing adverse decisions that could affect their ability to manage properties effectively.
In summary, landlords must adapt to these changes by improving property management practices, maintaining better communication with tenants, and ensuring compliance with all new regulations. By doing so, they can avoid legal disputes, maintain good tenant relationships, and ensure continued success in the private rented sector despite the increased regulatory environment.
Common scenarios
Scenario 1: Overcharged Fees
Tenant Sarah moved into a flat managed by Letting Agency XYZ. After signing her tenancy agreement, she was charged £300 for referencing fees and another £200 for an inventory report. Upon further research, Sarah discovered that these charges were prohibited under the Tenant Fees Act 2019. She contacted the letting agency but received no response to her complaint. Sarah then filed a formal complaint with Ombudsman Services Property, providing evidence of non-compliance.
Scenario 2: Poor Maintenance
Tenant John lived in a flat where the heating broke down during winter. He reported this issue multiple times to his letting agent, who promised repairs but never followed through. After two months, John's home was still cold and uncomfortable. Frustrated with lack of action, he contacted the landlord directly but received no response either. Eventually, John documented all communications and filed a complaint with the PRS Ombudsman.
Scenario 3: Unresolved Complaints
Tenant Mary encountered issues with her letting agent regarding excessive rent increases. When she raised concerns about the legality of these increases under Section 13 of the Housing Act 2004, the letting agency dismissed her complaints without investigation. After attempting to resolve this internally for eight weeks, Mary decided to escalate her complaint to the PRS Ombudsman, providing detailed documentation and correspondence.
Evidence tenants should keep
Tenants facing issues with letting agents should maintain full records of all relevant communications, fees charged, property conditions, and any attempts at resolution. Below is a list of key items to document:
- Correspondence: Keep copies of emails, letters, text messages, and phone call logs related to disputes or complaints.
- Documentation of Fees: Save receipts and invoices for any fees paid to the letting agent. If charges are prohibited under the Tenant Fees Act 2019, these records will be important evidence.
- Property Condition Reports: Photocopy inventories provided by the letting agent at move-in and move-out times. Take photos documenting property conditions throughout tenancy, especially before and after any repairs or maintenance issues.
- Repairs Logs: Maintain a log of all repair requests made to the letting agent, including dates, descriptions of problems, and any responses received from them.
- Communication Records: Document conversations with the letting agency's staff, noting names, contact details, and summaries of discussions. Include any promises or agreements made during these interactions.
By keeping thorough documentation, tenants can build a strong case in support of their claims if disputes arise. At Complaints about letting agents, this evidence is particularly valuable when escalating complaints to regulatory bodies like the PRS Ombudsman or legal authorities such as environmental health departments or first-tier tribunals.
What to do if things go wrong
If issues with letting agents can't be resolved through direct communication, tenants should follow a step-by-step escalation path:
- Complaint Letter: Write a formal complaint letter detailing the problems and requesting resolution from the letting agent. Include copies of relevant documents and correspondence.
- Council Environmental Health: If the issue involves property condition or safety standards (e.g., faulty boilers, mould), report it to your local council's environmental health department for inspection.
- Deposit Scheme Dispute: If disputes involve deposit returns, use the deposit protection scheme provider's dispute resolution service to resolve conflicts amicably.
- Housing Ombudsman: Escalate unresolved issues to the Housing Ombudsman who can conduct independent investigations and provide binding decisions.
- PRS Ombudsman: For complaints specifically related to letting agents, file a formal complaint with the PRS Ombudsman for impartial review.
- First-Tier Tribunal: If the dispute involves tenancy agreements or landlord-tenant rights, consider filing an application at a first-tier tribunal for legal resolution.
- County Court: As a last resort, tenants may pursue legal action through the county court system to enforce their rights and seek remedies for grievances.
Each step in this escalation path offers progressively more strong mechanisms for resolving disputes, ensuring that tenants have multiple avenues for addressing issues with letting agents effectively.
Common mistakes to avoid
Both tenants and landlords often make common errors when dealing with complaints about letting agents. Here are four critical mistakes to avoid:
- Ignoring Tenant Complaints: Letting agents must address tenant concerns promptly and thoroughly. Ignoring or dismissing complaints can lead to formal grievances, regulatory penalties, and damage to reputation.
- Charging Prohibited Fees: Under the Tenant Fees Act 2019, charging tenants for referencing, inventory reports, or other prohibited fees is illegal. Landlords and agents must comply with these regulations to avoid fines and legal issues.
- Failing to Maintain Properties: Ensuring properties meet fitness-for-human-habitation standards under Awaab's Law is mandatory. Neglecting maintenance can result in regulatory penalties and tenant dissatisfaction.
- Poor Communication Practices: Effective communication between tenants, landlords, and letting agents is important for resolving disputes amicably. Lack of transparency and poor engagement can escalate minor issues into major conflicts.
Avoiding these mistakes ensures compliance with legal requirements, maintains good relationships, and prevents unnecessary complications in managing tenancies.
Where to get help
Tenants facing issues with letting agents have several resources available:
- Shelter: A leading charity providing free advice on housing rights and support for tenants. Visit Shelter's website (shelter.org.uk) or contact their helpline at 0808 800 4444.
- Citizens Advice: Offers practical guidance on legal issues, including disputes with letting agents. Access information online or visit your local Citizens Advice bureau.
- Local Council Housing Team: Your council's housing department can assist with property conditions and safety concerns by inspecting properties under environmental health regulations.
- Housing Solicitors: For complex legal cases requiring representation, consider hiring a solicitor specialising in residential tenancy law. Legal aid may be available for certain types of disputes.
By utilising these resources, tenants can deal with complaints effectively and seek appropriate redress mechanisms to resolve issues with letting agents.