How to complain about a private landlord

It’s always best to try to resolve any problems informally with your landlord before making a complaint. AdviceNow have tips on how to negotiate with your landlord.

If you cannot resolve things informally, the steps you’ll need to take will depend on where you live:

If you live in England or Wales
If you live in Scotland

Your landlord may have a complaints policy that you can follow. This will tell you how to complain and what your landlord will do in response. You should have their contact details from the start of your tenancy. 

Write out your complaint, explaining what the problem is and how you’d like it to be fixed. You should also ask for a date when the problem will be addressed. Finally, make It clear that you will take further action if the situation continues. Keep proof of any communication.

Shelter have templates you can use for writing your complaint.

If you and your landlord cannot resolve the problem, you can complain to your council. Your council can help with complaints about:

• problems that could put your health or safety at risk
• harassment from your landlord
• illegal evictions
• dishonest or unfair trading behaviour.

It’s best to make your complaint to the council in writing, either by post or electronically. Check with your council how to submit your complaint – they may have a form for you to fill in. Include a copy of the complaint you sent to your landlord.

The council can talk to your landlord and explain the law to them. If your landlord continues to break the law, the council could prosecute them.

If you’re not happy with the council’s response and you live in Wales, you may be able to complain to Rent Smart Wales. They’ll only be able to help if your landlord manages the property themselves, not through an agent.

If you need help making a complaint, contact our Helpline or call Citizens Advice.

If your complaint is still not resolved after complaining to your council, you could consider taking court action. This can be expensive, so speak to our Helpline or call Citizens Advice first.

You can search for a solicitor on the Law Society’s website. In some circumstances you may be able to get free legal help through legal aid, for example, if you’re going to be made homeless. You might be able to get free legal advice from your local Law Centre.

If you’re unhappy with a letting agent, complain to them first. They must have a complaints procedure which will explain how to make your complaint. Check their website for this, or contact their office.

If you’re not happy with your letting agent’s response, you can complain to a letting agent redress scheme. There are two schemes, and your landlord must belong to one:

• the Property Ombudsman
• the Property Redress Scheme

There’s more information about complaining about a letting agent on Shelter’s website.

If you rent from a private landlord in Scotland, you can complain about:

• repairs or safety checks not being done
• harassment from your landlord
• illegal evictions
• your deposit not being protected.

If you need help making a complaint, you can contact Citizens Advice.

You should have your landlord’s contact details from the start of your tenancy. Their address must also be included in the Scottish Landlord Register.

Write out your complaint, explaining what the problem is and how you’d like it to be fixed. You should also ask for a date when the problem will be addressed. Finally, make it clear that you will take further action if the situation continues. Keep proof of any communication.

Shelter Scotland have letter templates for complaining to your landlord.

If you’re not satisfied with your landlord’s response to your complaint, you can either report them to the council’s private renting team or apply to the First-tier Tribunal (Housing and Property Chamber). You can apply to the tribunal if your complaint is about:

• your deposit
• your tenancy agreement
• repairs to your home
• eviction.

You can write to your council, either by post or electronically, to explain the problem and the steps you’ve taken to fix it. Check with your council how to submit your complaint – they may have a form for you to fill in. You should also send a copy of the complaint to your landlord.

The council’s private renting team should contact your landlord to help solve the problem. If they decide that your landlord has broken the law, the council could fine your landlord, or even ban them from renting out property.

The tribunal can order your landlord to follow the law. It can also order them to pay you compensation.

Applying to the tribunal is free and you usually don’t need to hire a solicitor. You can download the right application form for your situation from Shelter Scotland’s website.

You’ll need to show evidence that your landlord has broken the law. This could be:

• any letters or emails you’ve sent explaining the problem to your landlord
• photographs
• receipts for any purchases you’ve had to make because of the problem.

You can apply to the tribunal by email to HPCAdmin@scotcourtstribunals.gov.uk, or by post to Glasgow Tribunals Centre, 20 York Street, Glasgow G2 8GT. Contact the Glasgow Tribunals Centre if you have any questions.

If the tribunal accepts the case, they’ll arrange a hearing where you and your landlord will explain the situation. This will probably happen over the phone, but could be in person.

You should receive a decision within 21 days.

The tribunal may order your landlord to fix the problem by a set date, or face being reported to the police or the council. It will also say if and when you should receive payment. If your landlord does not pay what they owe by the deadline, you may need to hire a sheriff officer to ensure you’re paid. You can find a sheriff officer through the Society of Messengers-at-Arms and Sheriff Officer’s website.

You can ask the tribunal to review the decision – you’ll need to request this within 14 days of the date on your decision letter.

You can also appeal the decision within 30 days. This means that the Upper Tribunal for Scotland will review the decision and either decide to reverse the First-tier Tribunal’s decision or schedule another hearing.

Shelter Scotland have more information about applying to the First-tier Tribunal.