Revealed: unfair letting agent practices to watch out for

We're very grateful to Which?, the consumer rights organisation, for their latest investigation into letting agents. A mystery-shopping exercise, targeting 20 agents around the country, revealed practices that potentially breach the law: from denying would-be tenants the opportunity to review terms and conditions before putting down money, to opaque fees.

This piece of work is particularly useful because it gives tenants an idea of what bad practice to watch out for (and challenge) the next time you're trying to find a new home. Here's what they found...

  • 5 agents would not give tenants a copy of the proposed tenancy agreement before the tenant had handed over some money - e.g. a holding deposit
  • 1 agent insisted on the tenant coming into the office if they wanted to read the tenancy agreement
  • 7 agreements required tenants to get permission from the landlord before they could switch energy supplier
  • 12 agreements said landlords or authorised workmen could access the property without prior consent from the tenant - the law only permits this in urgent emergency situations
  • 10 agreements included fees and charges that were vaguely worded
  • 13 agreements referred to legislation without adequate explanation of what it meant

This is not an exhaustive list of the potentially unfair terms. Unscrupulous letting agents are a crafty bunch and are likely to keep finding ways of bamboozling tenants. For example, unregulated "deposit alternative" schemes are proliferating, with some tenants being charged money for damages even after paying non-refundable fees into the scheme. 

The forthcoming ban on letting fees should address some of the problems that Which? identified. Permitted fees are restricted to a narrowly defined handful. And, thanks to our lobbying of Parliament, tenants who are asked to sign up to unfair terms will be able to walk away from the tenancy without forfeiting their holding deposit (see p13 of the new guidance). 

But tenants will still be under pressure to sign what is put in front of them - to hesitate means someone else will get the home. So for these new rules to work properly, agents must fear getting caught. That means enforcement authorities - including redress schemes and councils' Trading Standards teams - have to do their jobs effectively. But they'll only know about misbehaviour by agents if tenants report it. 

That's why we've created this page where you can let us know about any dodgy practice by letting agents near you. Already we've had dozens of people sending us information. We'll be publishing an update soon. In the meantime, please spread the word using the share links below.





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  • Marianna Zicari
    commented 2019-05-07 22:33:25 +0100
    Hi, I recently had a terrible experience with a letting agency. Came to a viewing, loved the flat, talked to the agent about my circumstances. He showed himself super helpful. I gave them all the information about my guarantor, they talked with me and the guarantor. They told me that I needed to put the holding deposit and sign a compulsory document to begin with the letting process. The total of the holding deposit was £540 and a couple of days after they sent me an email saying sorry but you didn’t pass the referencing and your deposit is forfeit unless you find another guarantor, for which you have to pay us another £240 in less than 24 hours. Such a bad practice, I had to contact Veri-Check asking why they failed my guarantor references and they told me my guarantor did have the required income but that the agency uses a their own criteria not taking in consideration commissions or bonuses… None of this was told to me beforehand regardless that they spoke to us (me and my guarantor) and that I specifically mentioned to the agent I couldn’t afford losing money, he said you’re going to be fine. I tried many times and in different ways to get back the holding deposit or at least part of it but they just kept saying “your deposit is forfeit in accordance with the terms as outlined within our Residential Offer Acceptance Document” and this file is closed. I asked for a director name and contact or someone else I could talk to but I’ve been completely ignored. Very disappointing… completely dishonest.
  • Amy Wilson
    commented 2019-05-06 14:32:27 +0100
    My tenancy agreement from KFH had multiple breaches of the human rights act. In my latest one the tenancy agreement says I have to provide a list of all overnight guests in advance.
    Also in thirteen years of renting I have never had a tenancy agreement that allows a dog. I think many families would say a dog is a part of their family; so again breaching the HRA!