Letting agents must be members of a government approved independent redress scheme, who you can turn to if you complain to your letting agent and they don’t resolve the problem.
The logo of the complaints redress scheme they belong to must be displayed on their website.
Make a complaint about your letting agent
If your agent does not treat you fairly and with respect, you can complain to their ‘redress scheme’. The redress scheme can investigate your complaint and order the agent to change their behaviour or pay you compensation. If the agent does not do what they say, they can disqualify the agent – which makes it illegal for them to trade.
Two organisations investigate complaints against lettings agents. Your agent can decide which scheme to join:
The council can fine agents up to £5,000 for not belonging to one of these schemes, not displaying which scheme they belong to, or falsely displaying membership of a scheme to which they do not belong.
Money Protection Scheme
Ask whether your letting agent belongs to a client money protection scheme. These schemes protect any money you pay to the agent as deposit and rent - even if the agent closes down.
Shelter’s website contains more information about approved redress and tenancy deposit protection schemes, and banned fees.
Inventory
Always agree an inventory with the agent or landlord when you move in. An inventory should describe everything that is provided with the accommodation, and details about the condition that the accommodation is in. It should be signed by you and the agent. Do not agree an inventory that says something is in good condition when it is not.
If your landlord won’t do an inventory, make one yourself. It is a good idea to take dated photographs and videos of any damage or wear and tear on the day you move in – that way you have proof if later the landlord claims that you caused the damage.
Further advice about inventories: