The advice sheets below have the lastest information on problems with other consumer goods and services. If you need more advice, please call the Citizen Advice consumer helpline on 03454 04 05 06.
In the guide
This guidance is for England & Wales
If you decide to rent a house, flat or a room in a shared house, you can use the services of a letting agent, who acts on behalf of property landlords. The letting agent's role is to find a suitable tenant for the client's property. They deal with, amongst other things, the tenancy agreement, rental payments, charges and any repairs to the property. Whilst the tenancy agreement is between you and the landlord, the letting agent must treat you fairly and honestly.
Check to see if the letting agent is a member of a professional body that requires its members to comply with a code of practice.
Letting agents are legally required to belong to a letting agent redress scheme.
Even though the tenancy agreement is between you and the landlord, the letting agent is providing you with a service and the Consumer Rights Act 2015 applies. This law sets out what you are entitled to expect from every contract that involves the supply of a service, such as a letting agent's service.
The key rights are:
The key remedies are:
See our guide 'Supply of services - your consumer rights' for more information.
Under the Consumer Rights Act 2015 letting agents are under a duty to publicise fees that relate to letting agency or property management work. A list of the fees must be prominently displayed at each of the letting agent's business premises and on their website, if they have one. The list of fees must include:
You should note that property websites that provide a means for prospective landlords and tenants to make contact with each other are exempt from these requirements.
A letting agent is under a duty to inform you that they are a member of a redress scheme and give the name of the redress scheme. If a letting agent holds money on behalf of people they provide services for, they must state whether they are a member of a client money protection scheme.
The Consumer Rights Act 2015 also covers unfair terms in all consumer contracts (contracts between a trader and a consumer), including contracts for the provision of letting agency services, whether they are in writing or not. It also covers notices if they are 'consumer notices', which means they set out rights or obligations between you and a trader, or try to deny or restrict a trader's responsibility to you.
Traders must draft and present their contracts and notices to you in a way that is fair and open and that respects your legitimate interests. Terms and notices should be transparent; the wording used should be plain (no legal jargon), capable of being understood and legible. They should not be designed to trick or trap you and any terms that are important (because they may put you at a disadvantage) must be prominent.
You are not legally bound by an unfair contract term or a consumer notice and you have the right to challenge it, in court if necessary.
The 'Unfair terms in consumer contracts & notices' guide gives more information.
If you are an 'assured tenant' (which, for most assured tenants, means that you pay rent to a private landlord who does not live in the same building, you moved in between 15 January 1989 and 27 February 1997 and you control who enters the property) the Consumer Protection from Unfair Trading Regulations 2008 protect you against misleading or aggressive practices and give you rights to redress: the right to unwind a contract, the right to a discount and the right to damages. These rights are in addition to the rights you already have under the Consumer Rights Act 2015. The 'Misleading & aggressive practices - your rights to redress' guide gives more information.
Before you register with a letting agent you should obtain clear information about the charges you will be required to pay if you go ahead (look for the list of fees), the details of the tenancy agreements they operate and the typical rental costs. Find out what the letting agent is responsible for and the circumstances when you may need to contact the landlord directly.
You should use a letting agent that is a member of a professional body (details below) that requires its members to comply with a code of practice.
Check to see which government-approved redress scheme (details below) the letting agent has joined. These schemes deal with complaints about their members and should provide you with a cheaper and easier way to seek compensation.
Always shop around and do not sign a tenancy agreement until you have read, understood and are satisfied with the terms and conditions.
It is against the law for a letting agent to charge you for registration or for showing you a list of properties that are available to rent.
The letting agent will carry out checks before agreeing to accept you as a tenant. These may include credit history checks, your employment circumstances and proof of identity.
If you make a payment to a landlord to 'hold' the property whilst your references are checked and the paperwork is drawn up, the landlord is not required to protect this payment for you. It is advisable not to pay a holding deposit if you are unsure whether or not you are going to rent that particular property as you may not get it back if you change your mind. If the landlord decides not to rent to you, you are entitled to have the holding deposit returned. Remember that you are entitled to receive clear and accurate information about holding deposits.
If you decide to proceed with a rental the landlord or letting agent must, by law, place the deposit you pay in a tenancy deposit scheme (TDP) (opens in a new window) within 30 days of you making the payment. You must be told which scheme has been used, how to get your deposit back at the end of the tenancy and what the process is if there is a dispute about any deductions from the deposit. If you comply with your tenancy agreement, such as making the required payments and not causing damage to the property, you are assured of receiving your deposit back. Your deposit must be returned to you within 10 days of the end of the tenancy. If you leave the property before the end of the tenancy period, you may be responsible for the outstanding rent for the remainder of that period, together with the outstanding rent of those who rented with you. If you are in this position contact the Citizens Advice consumer service for advice.
When choosing rented furnished accommodation, check the furnishings and appliances carefully. Make sure that they comply with the laws that are in place to protect you from defective items that can cause injury or death. Often letting agents as well as landlords are liable if goods supplied with the tenancy are not of the standard required by law.
Upholstered furniture must generally have covers that resist ignition from a match flame test, upholstery that resists ignition from a smouldering cigarette test, appropriate filling materials and the required labelling.
Electrical goods and gas appliances must be safe with appropriate instructions where necessary. All goods supplied must be safe and these may include oil heaters, gas catalytic heaters, glazing, lawnmowers, ironing boards, chairs and step ladders.
Please see the 'Product safety in rented accommodation for tenants' guide for more information.
There are a number of routes that you can take to resolve a complaint against a letting agent.
All letting agents are legally required to join a government-approved letting agent redress scheme. These schemes provide a free and impartial dispute resolution service for landlords and tenants to use. You should complain to the letting agent in the first instance but if your complaint is not resolved within eight weeks, you can use the scheme that the letting agent is a member of.
The three letting agents redress schemes are:
If a letting agent is not a member of one of the above schemes, you can report it to the Citizens Advice consumer service so that the matter can be referred for investigation. Enforcement authorities can impose financial penalties of up to £5,000 on letting agents that are not scheme members.
Check to see if the letting agent is a member of a professional body that requires members to comply with a code of practice. If you have a complaint against one of their members, the professional body can investigate the matter.
The main professional bodies are:
If you have a complaint against a landlord or a letting agent, such as about the condition of the property you are renting, you can contact the private sector housing service of your local council for advice and assistance.
If you received poor service from the letting agent and you wish to make a claim for money, you are entitled to take your case to court. There are different routes - referred to as 'tracks' - in the County Court. If your claim is for £10,000 or less and the letting agent is based in England or Wales, it can be dealt with as a small claim using the court's 'small claims track'. Taking this route can be a relatively simple and informal way of seeking a remedy. If the value of your claim is above the small claims limit of £10,000 your claim may be allocated to the fast track or multi track. In this case, you should seek the advice of a solicitor as you will probably need representation in court. The 'Thinking of suing in court?' guide gives more information.
Shelter (opens in a new window)
88 Old Street
Tel: 0808 800 4444
See Private renting (opens in a new window) on the GOV.UK website for more information.
Last reviewed / updated: May 2017
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to UK legislation can be found on each link's 'More Resources' tab; amendments to EU legislation are usually incorporated into the text.
For further information please contact the Citizens Advice consumer service, which provides free, confidential and impartial advice on consumer issues. Visit the Citizens Advice website (opens in a new window) or call the Citizens Advice consumer helpline on 03454 040506.