Complaints about landlords - Where to get more help: the position in 2026
Complaints about landlords - Where to get more help is an important guide for tenants who face issues ranging from disrepair and safety hazards to unfair eviction practices. In 2026, tenants have more strong legal protections thanks to recent reforms such as the Renters' Rights Act 2025. This article provides a full overview of what you can do when your landlord fails to meet their obligations.
2026 update - Renters' Rights Act 2025: Renting law has changed significantly. The Renters' Rights Act 2025 abolishes Section 21 'no-fault' evictions, ends fixed-term assured shorthold tenancies in favour of rolling periodic tenancies, and creates a new mandatory PRS Landlord Ombudsman plus a Private Rented Sector Database that landlords must join. The Act is being brought in over 2026, so check the current commencement position for any specific provision. See our Renters' Rights Act 2025 guide for the full picture.
The law surrounding complaints about landlords is complex and involves several statutes designed to protect tenants from unfair treatment, poor conditions, and unsafe environments. These include provisions outlined in the Housing Act 1988 (Sections 8, 13, and 21), which govern eviction notices and tenant rights; the Housing Act 2004 (Sections 213-215) for enforcing repairs and safety standards; the Landlord and Tenant Act 1985 (Section 11); the Deregulation Act 2015 (Section 33) concerning deposit protection schemes; and the Tenant Fees Act 2019, which restricts landlord fees. Understanding these statutes is important for tenants to assert their rights effectively.
What the law says
Under several key pieces of legislation, landlords are legally obligated to provide safe and habitable accommodation and maintain it in good repair. The Housing Act 1988 (Section 11) requires landlords to keep a property in a state fit for human habitation and ensure safety standards comply with relevant regulations. Section 21 of the same act allows landlords to issue notices to tenants terminating their tenancy under certain conditions. But only if they adhere to strict notice requirements.
The Housing Act 2004 (Sections 213-215) helps local authorities to enforce repair standards and safety measures when private landlords fail to do so. Meanwhile, the Landlord and Tenant Act 1985 mandates that a landlord must keep their property in good repair throughout the tenancy period. The Deregulation Act 2015 (Section 33) ensures tenant deposits are safeguarded by approved deposit protection schemes, protecting tenants' financial security.
The Tenant Fees Act 2019 prohibits landlords from charging certain fees and expenses to tenants, such as those for arranging a referencing check or providing inventories. These laws collectively provide tenants with significant legal protections against unfair practices and substandard living conditions.
How the Renters' Rights Act 2025 changes this
The Renters' Rights Act (RRA) 2025 introduces sweeping reforms aimed at enhancing tenant protection and fairness in private rental agreements. At Complaints about landlords - Where to get more help, among its provisions, Section 21 of the Housing Act 1988 has been abolished, meaning landlords can no longer serve notice to terminate a periodic tenancy without providing a specific reason. This change prevents arbitrary evictions and ensures tenants have more security.
The RRA also mandates that all new tenancies become periodic from day one rather than initially fixed-term contracts that automatically renew as periodic after expiry. the act imposes an annual rent cap based on Section 13 of the Housing Act 1988, limiting how much landlords can increase rents annually. This provision is expected to curb excessive and exploitative rent hikes.
The Decent Homes Standard, originally applicable to social housing under previous legislation, now extends to private rented sector (PRS) properties through the RRA. Private landlords must meet basic habitability standards that ensure their properties are well-maintained and fit for human habitation. Awaab's Law, previously reserved for local authority landlords, is now extended to cover all private landlords, enhancing safety measures and addressing issues like carbon monoxide poisoning.
The RRA establishes a new Private Renting Standards (PRS) Ombudsman responsible for resolving disputes between tenants and landlords within the PRS. Complaints about landlords - Where to get more help also mandates that all landlords register their properties on a central PRS database, providing transparency and accountability in rental property management.
What this means for tenants
Under the revised legal situation, tenants now have more strong protections against unfair practices and substandard living conditions. The abolition of Section 21 notices provides greater security by preventing arbitrary evictions without cause. Tenants are expected to receive periodic tenancies from day one. Which offer continuous protection until the landlord provides a valid reason for eviction.
The introduction of an annual rent cap mitigates excessive rent increases, ensuring tenants don't face unreasonable financial burdens. Landlords must now adhere to the Decent Homes Standard and Awaab's Law. Guaranteeing that properties are safe and habitable throughout tenancies. Tenants should familiarise themselves with these new rights and actively enforce them by reporting any violations or unsafe conditions.
What this means for landlords
Landlords must adapt their practices in line with stricter regulatory requirements set out by the Renters' Rights Act 2025. They're now expected to maintain properties up to Decent Homes Standard, ensuring habitability at all times. This includes adhering to safety regulations under Awaab's Law, which extends liability for property safety beyond social housing.
The requirement to register properties on a PRS database enhances transparency and accountability in rental management. Additionally, landlords must justify any rent increases within the annual cap limits set by Section 13 of the Housing Act 1988. Failure to comply with these obligations may result in legal action or penalties enforced through the new PRS Ombudsman.
Common scenarios
Scenario 1: Unsafe Heating System A tenant discovers their landlord has failed to fix a broken heating system for months, leading to freezing temperatures and condensation issues. The tenant should first approach the landlord with documented evidence of repairs needed, referencing relevant safety standards like Awaab's Law. If unresolved, they may escalate complaints through environmental health or seek mediation via the PRS Ombudsman.
Scenario 2: Excessive Rent Increase A tenant receives a rent increase notice exceeding the annual cap set by Section 13 of the Housing Act 1988. At Complaints about landlords - Where to get more help, the tenant should calculate allowable increases based on previous years' rates and dispute any excess with evidence, such as historical invoices and correspondence regarding maintenance costs. Escalating to the PRS Ombudsman or seeking legal advice may be necessary.
Scenario 3: Arbitrary Eviction Notice A tenant receives a Section 21 notice despite no valid reason being provided by the landlord under current laws. The tenant should challenge this notice as invalid, providing evidence of continuous compliance with tenancy terms and referencing legal protections against arbitrary eviction. Seeking legal counsel or contacting the PRS Ombudsman for resolution is advisable.
Evidence tenants should keep
Tenants should gather full documentation to support their complaints about landlords. This includes:
- Correspondence: Keep all emails, letters, and text messages exchanged with the landlord regarding repairs, rent increases, and other issues.
- Dates and Times: Record exact dates when problems were reported and any deadlines given for rectification by the landlord.
- Photographs and Videos: Document visible damage or hazards within the property using clear photos or videos to provide visual evidence of unsafe conditions.
- Repair Reports: Obtain official reports from contractors, plumbers, electricians, or other professionals detailing issues and recommended solutions.
- Council Records: Maintain copies of any communications with local authorities about unaddressed repairs or safety concerns.
These records are important for defending your rights in disputes with landlords and supporting claims through legal channels if necessary. Regularly updating a file with these documents ensures you have strong evidence to present when seeking resolution.
What to do if things go wrong
If initial attempts at resolution fail, tenants can escalate complaints through several official avenues:
- At Complaints about landlords - Where to get more help, Complaint Letter: Write a formal letter to the landlord summarising your complaint and requesting action within a specific timeframe.
- Council Environmental Health: Contact your local council's environmental health department for intervention regarding property safety and habitability issues.
- Deposit Scheme Dispute: If disputes arise over tenant deposits, contact the deposit protection scheme provider (such as TDS or My Deposits) to initiate mediation or adjudication.
- Housing Ombudsman: For broader housing complaints not directly related to private rental agreements, consult the Housing Ombudsman for independent review and resolution.
- PRS Ombudsman: Submit a formal complaint to the newly established PRS Ombudsman for disputes specific to private rented sector tenancies under the Renters' Rights Act 2025 provisions.
- First-Tier Tribunal (Property Chamber): For more serious issues requiring legal proceedings, consider filing an application with the First-tier Tribunal Property Chamber for adjudication.
- County Court: As a last resort, file a claim in the county court if all other avenues fail to resolve disputes satisfactorily.
Each step provides increasingly formal mechanisms to address and resolve landlord-tenant conflicts effectively within the legal framework established by recent reforms.
Common mistakes to avoid
Both tenants and landlords should be wary of common pitfalls that can exacerbate disputes:
- Failing to Document Issues: Not keeping detailed records of complaints, repairs needed, and communications with the landlord reduces your ability to prove claims.
- Ignoring Tenant Responsibilities: Tenants who neglect their own obligations under tenancy agreements risk invalidating legitimate complaints.
- Overlooking Legal Deadlines: Missing important deadlines for reporting issues or responding to eviction notices can weaken your position legally.
- Assuming Silence as Agreement: Assuming no response from the landlord equates to agreement without seeking clarification may delay necessary actions.
- Avoiding Formal Channels: Relying solely on informal resolutions rather than utilising official complaint mechanisms limits your recourse and potential for resolution.
By avoiding these mistakes, both parties can deal with disputes more effectively while adhering to legal requirements and enhancing communication.
Where to get help
For additional support in dealing with complaints about landlords. Tenants should seek advice from established organisations such as Shelter (https://england.shelter.org.uk) or Citizens Advice (https://www.citizensadvice.org.uk). Your local council's housing team can also provide guidance on specific issues like property safety and repairs. Legal aid may be available for those qualifying under certain criteria, offering free legal assistance to resolve disputes.
These resources offer expert advice tailored to your situation, helping you assert your rights effectively while adhering to relevant laws and regulations.