Complaints · UK · Private landlord or letting agent (England)

How to complain about a private landlord or letting agent (England)

Complain to the letting agent through its complaints procedure. After 8 weeks, or a final response, take it to the redress scheme the agent must belong to: The Property Ombudsman or the Property Redress Scheme, both free, within 12 months. Private landlords have no ombudsman yet; the government expects the Renters' Rights Act Landlord Ombudsman in 2028. For repairs a landlord won't do, contact your council.

Complaint routes and time limits checked against official sources on 27 September 2026.

First

Complain to the agent or landlord

in writing

Wait

8 weeks

or a final response

Then

The Property Ombudsman

free

Checked

27 Sep 2026

official sources

1. Complain to the agent or landlord first

Write to the letting agent using its in-house complaints procedure, or to your landlord directly. For repairs, report them in writing straight away. Include: the property address and tenancy start date; the problem, with dates you reported it; the agent's reference numbers; photos of any disrepair; what you want and by when.

2. How long to wait

Both redress schemes for letting agents allow the agent up to 8 weeks to resolve the complaint or send a final response. Private landlords have no ombudsman yet.

3. Escalate to The Property Ombudsman

Within 12 months of the agent's final response. It is free. It can: compensation, typically £100 to £400. tpos.co.uk/consumers/how-it-works

4. Escalate to Property Redress Scheme

Your last contact about the issue must be within the last 12 months. It is free. It can: awards up to £25,000. propertyredress.co.uk/consumers

5. Escalate to Council environmental health

No deadline; contact your local council. It is free. It can: action against the landlord if problems could harm you (HHSRS assessment). gov.uk/private-renting/repairs

Who does not handle your complaint

The new Landlord Ombudsman under the Renters' Rights Act 2025 is not running yet; the government expects it in 2028. Until then, letting agents and property managers in England must belong to The Property Ombudsman or the Property Redress Scheme.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Who	Time limit	Cost
The Property Ombudsman	Within 12 months of the agent's final response.	Free
Property Redress Scheme	Your last contact about the issue must be within the last 12 months.	Free
Council environmental health	No deadline; contact your local council.	Free

Evidence to keep

Tenancy agreement and deposit protection certificate. Dated photos of disrepair. Emails and texts reporting the problem. Rent payment records. The agent's final response.

Also worth knowing

Phase 1 of the Renters' Rights Act 2025 has applied since 1 May 2026.

Also worth knowing

For money a landlord owes you, the small claims court is the fallback.

Guides and definitions

Section 75 or chargeback: which should you use to get your money back? (Guide)
Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

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Trains (UK)
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Online shopping or a shop (UK)
Council services (UK)
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NHS in England (UK)
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All complaint guides · Get your route with dates and a letter

Common questions

Is there an ombudsman for private landlords?

Not yet. The Renters' Rights Act 2025 creates a Landlord Ombudsman that all private landlords must join, but the government's roadmap expects it in 2028. Until then, letting agents and property managers must belong to an approved redress scheme; landlords letting their own homes are not generally covered by that rule.

Which redress scheme does my letting agent belong to?

Every letting agent and property manager in England must belong to The Property Ombudsman or the Property Redress Scheme, and can be fined up to £5,000 if it does not. Ask the agent which scheme it uses, or check its website or your paperwork.

How long does a letting agent have to deal with a complaint?

Both schemes give the agent up to 8 weeks. If you complained on 1 September 2026 and have no final response, you can go to the scheme from 27 October 2026. Then you have 12 months from the agent's final response.

What can The Property Ombudsman award?

It can tell the agent to pay compensation, typically £100 to £400, which it describes as hundreds rather than thousands of pounds. The Property Redress Scheme can award up to £25,000. Both are free to use.

What can I do if my landlord won't do repairs?

Report the repair in writing, then contact your council's environmental health team if it is not done. The council must act if it thinks the problem could harm you, and it can carry out a Housing Health and Safety Rating System assessment. Keep paying rent while you wait.

Sources and assumptions

General routes from official sources; a scheme may ask for more before it takes your case.

Guidance on where to complain, not legal advice.