If your landlord ignores repairs, turns up without notice, or tries to push you out unfairly, the new Renters’ Rights Act is meant to protect you. But when something actually goes wrong, it’s not always obvious what to do next. Do you complain to your landlord again? Go to the council? Contact an ombudsman? And what if your landlord is a housing association instead of a private landlord?
The steps you need to take depend on who your landlord is, and getting that wrong can slow everything down.
This guide walks you through exactly how to complain, who to escalate to, and how to get your issue taken seriously.
First: are you sure it’s a breach?
Before you start a complaint, take a step back and check whether what’s happened actually breaks the rules.
Common breaches might include:
- Trying to evict you without a valid reason
- Ignoring serious repairs
- Increasing rent unfairly or without proper notice
- Entering your home without permission
- Discriminating against you
If it feels wrong, it’s worth checking, but your complaint will be much stronger if you can clearly explain why it breaches your rights.
Step 1: document everything
This is the foundation of your complaint.
Make sure you:
- Save emails, texts, and letters
- Take photos or videos of issues
- Write down dates and times
- Keep your tenancy agreement
If you need to escalate later, this evidence is what supports your case.
Step 2: complain to your landlord (in writing)
Even if you’ve already spoken to them, you now need to make it formal.
Set out:
- What’s happened
- Why it’s a problem
- What you want them to do
- A clear deadline (usually 7-14 days)
Keep it calm and factual, this will help to get the right outcome.
Step 3: give them a chance to respond
Some issues are resolved at this stage, but if your landlord ignores you, refuses to act, or continues the behaviour, it’s now time to escalate further.
Step 4: who you complain to next depends on your landlord
Your escalation route depends on whether you rent privately or through social housing. If you rent from a private landlord or letting agent, this is where most of the Renters’ Rights Act changes apply. Go to a redress scheme (if there’s a letting agent). If you rent through a letting agent, they must belong to a redress scheme.
You can complain to:
- https://www.tpos.co.uk (The Property Ombudsman)
- https://www.theprs.co.uk (Property Redress Scheme)
These schemes can investigate your complaint and may order compensation or action.
Contact your local council
Your council can step in if the issue is serious.
Find them here:
Contact them if:
- Repairs are being ignored
- Your home is unsafe
- You’re being harassed or illegally evicted
They have powers to inspect, enforce, and take legal action.
Take your case to a tribunal
For formal disputes, you can apply to a tribunal:
A tribunal can make legally binding decisions about rent, repairs, and landlord behaviour.
If you rent from a council or housing association (social housing)
Social housing follows a different system.
While many rights overlap, complaints are handled differently.
Start with your landlord’s complaints process
You’ll need to:
- Make a formal complaint to your landlord
- Go through their internal complaints stages
Only once that process is complete can you escalate further.
Escalate to the Housing Ombudsman
If your complaint isn’t resolved, you can go to:
The Housing Ombudsman can:
- Investigate your complaint independently
- Order compensation
- Require your landlord to put things right
You’ll usually need to either:
- Complete the landlord’s complaints process, or
- Wait 8 weeks after their final response
Need help understanding your rights?
If you’re unsure what applies to you, you can get free advice:
They can help you check your rights and guide you through the process.
If you don’t want to figure out who to contact or keep chasing responses, Resolver can help manage your complaint.
You can:
- Send your complaint to the right organisation
- Keep everything in one place
- Escalate automatically if needed
What outcome should you expect?
Depending on your situation, you could get:
- Repairs completed
- Compensation
- A formal apology
- Changes to your tenancy
- Enforcement action against your landlord
What not to do
It’s easy to react when you’re frustrated, but some actions can weaken your case.
Try to avoid:
- Withholding rent without advice
- Only complaining verbally
- Making threats
- Ignoring responses
Issues affecting where you live can be frustrating, but try to stay calm and keep your communications structured and consistent. If your landlord breaches the rules, you’re not stuck, but you do need to follow the right process.
- Document everything
- Complain in writing
- Give them a chance to fix it
- Escalate the right way for your situation
Once you understand your options, you’re no longer just dealing with the problem, you’re taking action and that’s a positive step to getting the resolution you need.
If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk