Find out about some of the problems tenants can experience when renting through a letting agent.
Problems with fees
Most fees for tenants are banned. You can't be asked to pay for things like credit checks or references when agreeing a new tenancy.
You can only be charged a fee for:
- late payment of rent
- lost keys or fobs
- ending your tenancy early
- changing or assigning your tenancy
It's a criminal offence if a letting agent charges you for registering for a property or to give you accommodation details.
Problems with your tenancy agreement
You should be given enough time to read and understand your tenancy agreement before you sign.
Tenancy agreements must not contain any terms the law says are unfair, such as:
- the landlord can use a 'break clause' to end the tenancy early, but you can't
- excessive interest on unpaid rent
- you're not allowed to have guests overnight
- that your landlord can come in whenever they want, without giving notice
- saying you have to fix repairs that the landlord is legally responsible for
Contact with your landlord
You usually deal with agent directly if they provide a full management service for the landlord.
You're still entitled to the name and address of your landlord.
You can contact them if you can't resolve problems with the agent.
Find out how to find your landlord if the agent won't provide details.
Complain about a letting agent
If you're unhappy about hidden fees or the service a letting agent provides, you can make a complaint.
You can escalate it to a letting agent redress scheme if your complaint isn't resolved within 8 weeks.
Last updated 29 May 2020 | © Shelter
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