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How to make a complaint about your landlord

As a renter, it can be frustrating if your landlord is not addressing issues with your home.
Know your rights; you have the power to challenge and report unfair treatment.

Common complaints

Landlords have many legal responsibilities around the safety and condition of the property, that they must adhere to. Common problems include:

Not making repairs

Failure to repair damaged items, provided as part of the rental property, that impact your quality of life. Such as a broken oven or boiler.

Failing to make the property safe

This is when the landlord fails to fix or repair the doors, locks, windows, smoke or burglar alarm.

Failing to return your deposit or making unfair reductions

Your deposit must be placed in a tenancy deposit protection scheme (TDP) by your landlord. You can challenge any deductions with the providers of your TDP.

If your deposit hasn’t been put into a scheme, your landlord could be liable to pay you compensation of your deposit, subject to court approval.

Harassment or entering the property without permission

Landlords must give you at least 24 hours’ notice before they can enter the property, unless you agree for it to be sooner. It must be in writing, explaining when and why they are coming.

Discrimination

Under the Equality Act 2010, it’s illegal for a landlord to discriminate against a person's protected characteristics, including sex, race, gender or disability.

How to raise a grievance
 

Speak to your landlord directly

Call your landlord directly or send them an email to point out any problems you may have.

Make notes before the meeting of what you want to say, stay calm, be clear and concise.

There may have been a breakdown in communication. For example, if the letting agent hasn’t informed the landlord of your problem.

Put it in writing

If you’ve spoken to your landlord directly and they’re still refusing to help, make a written complaint.

If you send a letter, make sure it’s tracked, and you keep a copy. Over email, turn on read receipts so you can prove they’ve seen it. Your written complaint should be clear about:

  • The issue
  • What you want them to do
  • When it was brought to the landlord’s attention
  • Include any photographs or receipts for work you’ve paid for.

Advice on reporting a landlord
 

Keep a paper trail

Keep records and a timeline of all contact and issues. Make notes of what was discussed in any phone conversations or meetings between yourself and the landlord. This will mean you have a clear timeline of what has happened and when.

Be clear

Be specific about the issue you are complaining about - this will help your case. If your landlord has acted unlawfully, it’ll help if you keep the details concise.

Know your rights

Be aware of laws and your rights as a tenant, referencing them in discussions to prove you’re in the right. You can check the rights and responsibilities for where you live on the government website. This is for both you and your landlord.

Check your contract

Inspect your tenancy agreement closely and ask a friend or family member to read it and check for anything you may have missed. Some solicitors often provide up to an hour for a free consultation, so use that if necessary to get advice on the contract.

Gather evidence

Photographic or video evidence is hard to beat, especially if something is clearly broken or there’s mould. Make sure any photos or videos are dated to prove when they were taken.

Support available
 

Contact the letting agent

Letting agents act between the landlord and tenant.

They often have a property management department that will handle repairs and damage. This could be the best place to go.

If they don’t manage the property, but just arrange the tenancy and rent payments, they should still be able to act on your behalf.

Present your issues in writing and follow their complaints procedures.

Citizens Advice

If the issue persists, contact Citizens Advice on 0800 144 8848 (England), 0800 702 2020 (Wales), 0800 028 1456 (Scotland) or Northern Ireland.

They’ll tell you what your rights as a renter are.

  • Do not stop paying rent or bills for the property. This could work against you when a decision is made.
  • Make sure to note everything down. Include any advice on the action they suggest you should take.

Contact your local council

If you feel your home is unsafe, or you’re under threat from harassment or illegal eviction, contact the council if all other avenues have been exhausted.

Write a letter outlining the situation and what has been done so far. Include copies of any communication sent to your landlord and the letting agent. The council will try to help you come to a resolution.

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Whether you’re moving into your own place or moving into a shared rental, our tips and advice will help the next steps be stress free so you can get on with making it yours.

Renting help and support