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Introduction

Are you having trouble with your letting agent? This comprehensive guide will help you understand your rights and the steps you can take to file a complaint effectively. From addressing common issues to escalating your concerns, we cover everything you need to know. If you need further assistance, Contend’s highly trained AI legal experts are here to provide guidance and help you resolve your legal problems. With Contend, you can access the easiest legal help in the UK.

If you’re renting a property and are having issues with your letting agent, you have rights and options to resolve the problem. Here’s a straightforward guide to help you navigate the complaint process.

How do I file a complaint against my letting agent?

Who This Advice Is For

This guide is relevant if:

  • You rent from a private landlord.
  • You don’t live with your landlord.
  • You started your tenancy on or after January 15, 1989.

If you meet these criteria, you likely have an “assured shorthold tenancy” or “assured tenancy.” To confirm your tenancy type, check your tenancy agreement.

Is my tenancy agreement an assured shorthold or assured tenancy?
Housing: UK Letting Agent Complaints: A Guide to Your Rights

Common Complaints Against Letting Agents

You can file a complaint against your letting agent for various reasons, such as:

  • Being charged fees that you shouldn’t have to pay.
  • Failure to carry out necessary repairs.
  • Harassment, such as entering your home without permission.
  • Discrimination, like charging you a higher rent because of your nationality, race, age, or gender.

It’s essential to address these issues, as you deserve good service. The law is on your side, and your letting agent cannot end your tenancy just because you made a complaint.

How do I file a complaint against my letting agent?

Steps to Take

1. Talk to Your Letting Agent

Start by discussing your concerns directly with your letting agent. Here’s how:

  • Prepare Your Points: Write down everything you want to discuss. This will help you stay focused during the conversation.
  • Seek Support: If you feel uncomfortable, consider bringing someone with you for support, or you can communicate via email.
  • Try Contend’s Legal Expert Chat: Before you meet, it might be helpful to use Contend’s legal expert chat to understand your rights and get tailored advice.

If your letting agent is unresponsive or the issue persists, you can escalate your complaint.

2. Write a Formal Complaint

If talking doesn’t resolve the issue, write a formal complaint letter. Here’s how to do it:

  • Follow the Complaints Procedure: Check your letting agent’s website for their complaints procedure. If you can’t find it, ask them directly.
  • Be Clear and Concise: Clearly explain your issue and what you want them to do. Include any evidence, such as emails, photographs, or receipts.
  • Document Everything: Keep a record of dates, conversations, and any agreements made.

3. Escalate to an Independent Complaints Body

If you don’t receive a response within eight weeks, or if your issue remains unresolved, you can complain to an independent complaints body. Your letting agent should be a member of one of the following:

Check with your letting agent or visit their websites to find the correct body. You can submit your complaint online or via mail, including a copy of your initial complaint letter.

4. Contact Your Local Council

If none of the above steps work, you might consider reaching out to your local council. They can assist with issues related to:

  • Unresolved repairs that pose a health risk.
  • Illegal eviction.
  • Harassment from your letting agent.

Your council can investigate these issues and may order your letting agent to take action.

What are my rights if my letting agent ignores my concerns?

What If Your Complaint Involves Repairs or Harassment?

  • For Repairs: If your letting agent isn’t fixing urgent repairs, your council can inspect your home and require them to complete the necessary work.
  • For Harassment or Illegal Eviction: The council can intervene and instruct your letting agent to stop any harassment or illegal actions.
How do I get my council to inspect my home for repairs?

If All Else Fails

If you still can’t resolve the issue after exhausting all options, you may need to consider legal action. This can be a complex and costly route, so it’s crucial to consult with Contend’s legal expert chat before proceeding. They can help you evaluate your options and determine if you might qualify for assistance with legal costs.

Do I qualify for assistance with legal costs?

Final Thoughts

Don’t hesitate to voice your concerns about your letting agent. You have the right to live in a safe and well-maintained environment, and there are resources available to help you. For more guidance, consult Contend’s legal expert chat for personalized assistance with your situation.

For more info, check out some of our related articles:


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This material is for general information only and does not constitute
tax, legal or any other form of advice. You should not rely on any
information contained herein to make (or refrain from making) any
decisions. Always obtain independent, professional advice for your
own particular situation. Contend Inc is not regulated by the
Solicitors Regulation Authority.