How to Complain to a Landlord or Letting Agent (and Get Action)
- LetterLab
- Nov 7
- 3 min read
Practical steps for tenants who need problems fixed — fast
If your landlord or letting agent isn’t listening, it’s easy to feel stuck. Maybe your boiler’s been broken for weeks, your deposit hasn’t been returned, or your messages are being ignored.
Here’s the truth: your rights as a tenant are protected by law — but how you write your complaint can make the difference between being dismissed and being taken seriously.
This guide explains how to write a clear, effective tenant complaint letter in the UK that gets results without escalating conflict.
Why Written Complaints Matter
Phone calls and texts might feel easier, but written complaints create a paper trail — vital if your case ever goes further.
A good landlord complaint letter also:
Shows you’re reasonable and organised.
Makes your issue clear for record-keeping.
Provides evidence if you need to contact the council or Ombudsman.
As the UK Government’s tenancy advice explains, landlords are legally responsible for keeping properties safe and habitable. Written communication helps prove when and how you raised concerns.
Step 1: Know What You’re Entitled To
Before you write, check what your landlord or agent must do by law. They are responsible for:
Repairs to structure, plumbing, heating, and electrics.
Ensuring the property meets safety standards.
Returning your deposit within ten days of agreeing deductions.
The Shelter Housing Charity offers clear guidance on your repair rights and reporting process. Knowing the law gives your letter more authority.
Step 2: Structure Your Letter Clearly
A strong complaint letter follows a simple format:
Start with your details and the date.
Include name, address, and tenancy reference if relevant.
Address it correctly.
Use the landlord or agency’s full name and business address.
State your reason for writing.
“I am writing to report a repair issue with the heating system at [address].”
Provide facts and dates.
Mention when you first reported the issue and any responses received.
Explain the impact.
“The lack of heating has made the property very cold, particularly for my young child.”
Set a reasonable deadline.
“Please confirm by [date] when the repair will be completed.”
End politely but firmly.
“I look forward to your prompt reply and resolution of this matter.”
See Citizens Advice – How to Write a Complaint Letter for additional examples and structure.
Step 3: Keep Your Tone Calm but Assertive
It’s tempting to let frustration show, but anger weakens your case. Stay factual:
Instead of “You never fix anything!” write “I first reported this issue on 10 May and have not yet received an update.”
Letting agents and landlords act faster when they see you’ve been reasonable — and that you’re keeping written proof.
Step 4: Include Evidence
Evidence instantly strengthens your position. Attach:
Photos or videos of damage.
Screenshots of previous messages or emails.
Reports from contractors or environmental health officers.
If the landlord still fails to act, forward these to the Housing Ombudsman Service or your local council’s housing team.
Step 5: Escalate if Nothing Happens
If your first letter is ignored, follow this route:
Send a follow-up email after 10–14 days referencing your previous letter.
Contact your local council if repairs are urgent or affect health — use the Find Your Local Council tool.
Use the agency’s formal complaint procedure (they must have one).
If all else fails, approach the Ombudsman or take legal action.
Every step carries more weight because you documented your efforts from the start.
Example: Strong Tenant Complaint Letter
Subject: Urgent Repair Request – Heating System, [Address]
Dear [Landlord / Agent Name],
I am writing to request urgent repairs to the heating system at the above property. I first reported this issue by email on 12 December 2025 but have not received confirmation of any scheduled work.
The lack of heating has made the property uncomfortably cold, particularly at night. Under the Landlord and Tenant Act 1985, heating and hot water are your responsibility.
Please confirm within five working days when the repair will be completed.
Yours sincerely,
[Your Name]
This letter is short, factual, and cites the law — exactly what prompts action.
Step 6: Protect Your Deposit and Paper Trail
Keep copies of every letter, photo, and email. If your dispute involves your deposit, contact your scheme:
All three are government-approved and free to use.
Step 7: Get Professional Help When Needed
If you’ve tried everything and still feel ignored, professional support can help.
At LetterLab, we write calm, persuasive, and legally accurate letters that get landlords and agents moving — fast.
You can even try your first 250 words free to see the difference expert writing makes.
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