Making a Complaint
At a Glance
Many tenancy problems can be resolved through polite conversations or a simple follow-up email. However, if you’ve repeatedly reported an issue and nothing has changed, it may be time to make a formal complaint.
A formal complaint gives your landlord or letting agent another opportunity to resolve the issue while creating a clear written record of your concerns.
This guide explains when a complaint may be appropriate, what information to include and what steps you can take if you’re still ignored.
When Should You Make a Complaint?
A formal complaint is usually appropriate when you’ve already tried to resolve the issue informally but haven’t received a satisfactory response.
Examples include:
- Repairs that have been repeatedly ignored.
- Poor communication.
- Repeated missed appointments.
- Unresolved property management issues.
- Disagreements about responsibilities.
- Concerns about the conduct of a landlord or letting agent.
Making a complaint doesn’t mean you’re taking legal action. It simply tells the other party that the issue remains unresolved and you’d like it addressed.
Who Should You Complain To?
Who you complain to depends on who is responsible for managing your tenancy.
If your property is managed by a letting agent
Raise your complaint with the letting agent first, following their complaints procedure if they have one.
If you’re unhappy with their final response – or they don’t respond within a reasonable time – you may be able to escalate your complaint to the redress scheme they belong to. In England, letting agents are legally required to belong to an approved redress scheme.
If you deal directly with your landlord
Send your complaint directly to your landlord in writing.
Where possible, use email or another method that creates a record of your communication.
What Should a Complaint Include?
A good complaint should be factual, organised and easy to understand.
Include:
- Your name and property address.
- The date.
- A clear explanation of the issue.
- When the problem began.
- What you’ve already done to resolve it.
- Copies of any supporting evidence.
- What outcome you’re hoping for.
- A request for a response within a reasonable time.
Avoid making accusations that you can’t support with evidence.
Keep It Professional
It’s understandable to feel frustrated, especially if you’ve been ignored.
However, complaints are usually more effective when they:
- Remain polite.
- Stick to the facts.
- Avoid emotional language.
- Explain the impact the issue is having.
- Focus on finding a solution.
A well-written complaint is far more persuasive than an angry one.
Keep Copies of Everything
Keep copies of:
- Your complaint.
- Any emails or letters.
- Delivery confirmations where available.
- Responses you receive.
- Any further evidence.
These records may become important if you later need to escalate the matter.
What Happens Next?
Many complaints are resolved at this stage.
Your landlord or letting agent may:
- Respond with an explanation.
- Arrange repairs.
- Request further information.
- Offer a solution.
- Disagree with your complaint.
If you’re able to reach an agreement, confirm it in writing so both parties have a clear record.
If Your Complaint Is Ignored
If you’ve made a formal complaint and still receive no meaningful response, you may need to consider the next step.
Depending on the issue, this could include:
- Escalating the complaint through the letting agent’s redress scheme (if applicable).
- Contacting your local council.
- Seeking independent housing advice.
- Speaking to a solicitor.
- Considering court action where appropriate.
The right option depends on the nature of the dispute.
Letting Agent Redress Schemes
If your complaint relates to a letting agent rather than your landlord, you may be able to refer it to the agent’s approved redress scheme after completing the agent’s complaints process or if they fail to deal with your complaint within the required timeframe set by the scheme.
These schemes independently investigate complaints about letting agents and property managers and may recommend remedies where appropriate.
This process is generally quicker and less formal than taking court action.
Common Mistakes to Avoid
- Making complaints over the phone without keeping a written record.
- Including insults or personal attacks.
- Sending multiple complaints about the same issue every day.
- Exaggerating the facts.
- Failing to include supporting evidence.
- Throwing away important correspondence.
Complaint Checklist
- Have I clearly explained the problem?
- Have I attached any relevant evidence?
- Have I explained what outcome I'm looking for?
- Have I remained factual and professional?
- Have I kept a copy for my records?
- Have I given the landlord or agent a reasonable opportunity to respond?
Frequently Asked Questions
Should I complain by email or letter?
Either is fine, provided you keep a copy. Email is often the simplest option because it creates a dated record of your communication.
How long should I wait for a response?
There isn’t a single legal timeframe that applies to every complaint. What is reasonable depends on the issue, but you should allow enough time for the landlord or letting agent to consider your complaint and respond.
Can I complain about my letting agent instead of my landlord?
Yes. If the letting agent is responsible for managing your tenancy or dealing with the issue, you should usually complain to them first.
What if I don’t know who manages the property?
Check your tenancy agreement or previous correspondence. If you’re unsure, you can ask the letting agent or landlord to clarify who is responsible.
What if the complaint relates to harassment or illegal eviction?
These situations can be much more serious than routine complaints. You shouldn’t feel that you have to wait for a complaints process to finish before seeking advice or contacting the appropriate authorities.
Key Takeaways
- Make a formal complaint if informal communication hasn't resolved the issue.
- Keep your complaint factual, organised and professional.
- Explain the outcome you're seeking.
- Attach supporting evidence where appropriate.
- Keep copies of everything you send and receive.
- If your complaint isn't resolved, there may be further options available.
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