What can I do about problems with a letting agent?
This content applies to England only.
Housing laws vary between England and Scotland. Get advice relating to Scotland
Many privately rented places are managed by letting agencies or estate agents. The agency usually deals with day-to-day queries, maintenance and collecting the rent. They act on behalf of landlords - not tenants - so it's important to understand your rights.
Letting agency charges vary quite a bit. Some don't charge tenants at all, while others charge for drawing up tenancy agreements, providing inventories and for their administrative costs and phone calls. Don't pay any fees until you have been offered a place, and be wary of agencies that want to charge you just to register, or for a list of properties.
If you're having problems with an agency, you should complain to the landlord - their name and address should be on your tenancy agreement. Even if you've always dealt with the agency, your contract is with the landlord. So if the agency has kept your deposit unfairly, for example, you can claim it back from the landlord.
You can also try complaining to trade associations like the Association of Residential Letting Agents or the National Approved Letting Scheme, if the agency is a member.
