How to get free help if your letting agent has let you down

Is your letting agent managing your home fairly?

Many private renters deal with a letting agent rather than directly with the landlord. The agent may collect your rent, organise repairs, or hold your deposit. When something goes wrong with the agent — an unfair charge, a dispute about fees, or calls that are never returned — it can feel like there is nowhere to turn.

There is. And it is free.

The law requires your agent to belong to a redress scheme

All private sector letting and managing agents in England are legally required to be a member of a government-approved redress scheme. The two approved schemes are:

• The Property Ombudsman
• The Property Redress Scheme

Both schemes are independent. They look into complaints from tenants and make binding decisions. If the scheme finds your agent acted wrongly, the agent must put things right. They can also be ordered to pay you compensation.

You can find out which scheme your agent belongs to by asking them directly or checking their website. The scheme name should also appear in the agent's terms and conditions.

What you can complain about

Redress schemes are designed for disputes between tenants and their letting agents. You can complain about issues including:

• Fees you were charged that were not explained or were not allowed
• Your deposit being handled badly or not returned fairly
• Poor communication, long delays, or promises that were not kept
• Services the agent agreed to do but did not carry out

If you pay Universal Credit (UC) or Housing Benefit and your housing element is involved in the dispute — for example, if rent collected on your behalf was handled wrongly — this is exactly the kind of case a redress scheme can look at.

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How to make a complaint

1. Put your complaint in writing first. Send an email or letter to the agent. Set out clearly what happened and what you want done. Keep a copy.
2. Wait for the agent's formal response. Most codes of practice give agents a set time to reply.
3. Escalate to the redress scheme if you are not satisfied. You do this online, using the scheme's own website. You do not need a solicitor or any legal knowledge.

There is no charge for you to make a complaint.

If your agent is not in a scheme

Every agent must join a scheme by law. If you cannot find evidence that your agent belongs to one, you can report them to your local trading standards office. Your local council can fine an agent up to £5,000 for failing to join a scheme.

You can find your nearest trading standards office on GOV.UK.

What about problems with your landlord?

These redress schemes cover disputes with letting agents. If your issue is with your landlord — not the agent — the right route is different.

Contact Citizens Advice or Shelter for free advice. A new private rented sector ombudsman, which will let you complain about private landlords directly, is expected to be set up from 2028 as part of the Renters' Rights Act.