England

What to do about bad conditions when you move in

Before you move in, landlords and letting agents should make sure that the property:

is safe and free from hazards
has no outstanding necessary repairs
matches the photos and description in the advert

Adverts for private rented homes must not be misleading.

Landlords and agents must answer questions about the property honestly.

Get evidence of the property condition

Evidence of poor conditions when you move in can help you:

get your deposit back when you leave
talk to your landlord about leaving as soon as possible if you want to move out

Take photos and videos

Clearly label photos and videos with the date and the room or area they show.

Check the inventory

An inventory is the best way to prove the condition of a rented property when you move in.

Check it carefully before signing.

You can ask to change the inventory if you think anything is wrong.

You could pay for an independent inventory if you:

have concerns about the one you get
do not get one

You're unlikely to get the money back if you pay for your own inventory.

If you want to leave

You usually need to give 2 months' notice if you want to leave.

Your landlord might agree to let you leave earlier. Get any agreement in writing.

Make sure you have somewhere to move to first.

Get repairs done

Use our letter templates to ask for repairs or safety checks.

Ask for cleaning

You can ask for cleaning if the property is messy when you move in.

You could ask for your money back if you have to pay for a professional cleaner.

It's a good idea to:

give the landlord or agent enough time to arrange cleaning
keep proof that you had to arrange professional cleaning yourself if they do not respond

Copy this template into an email to your landlord or agent.

[Use the subject: Property not clean]

When I moved into [address] today, the property was not clean.

I have attached [for example, photos and videos] as evidence of its condition.

I do not think the current condition is hygienic. It is the landlord's responsibility to make sure private rented properties are fit for habitation.

I would like you to acknowledge that the property was unclean when I moved in.

I would also like you to arrange for the property to be cleaned to a satisfactory standard.

Please respond immediately so we can resolve the situation.

You can also send it as an email attachment or through the post.

Word template: Property not clean (docx 21kb)
OpenDocument template: Property not clean (odt 8kb)

Complain about a misleading advert

Tell the landlord or letting agent:

how to put things right, for example, pay you back if you had to pay for cleaning
that you will take further action if needed

Put the advert for the property and any viewing videos in your complaint. Compare these with the inventory and other evidence of the condition of your home.

Copy this template into an email to your landlord or agent.

[Use the subject: Complaint - misleading property advert]

I would like to complain about your misleading property advert.

I agreed to take a tenancy of [address of property].

If the advert had shown the true state of the property, I would not have agreed to it.

The property was advertised on [where and when it was advertised].

I have attached [the original advert, viewing videos, emails].

I was told this showed the property in its current condition.

When I moved in the property was [say what it was like when you moved in].

Please find attached [a corrected inventory, photos and videos] as evidence.

[Give details about any money lost or inconvenience caused. For example, if you had to pay for professional cleaning or could not use parts of the property.]

Please send me a copy of your complaints process within 7 days.

If I do not hear from you, I will take further action through the council or letting agent redress scheme.

You can also send the letter as an email attachment or by post: