Problems With Letting Agents and How to Deal With Them

You don’t need to be dealing with complete incompetence in order to feel dissatisfied about your letting agent’s performance. A missed inspection here, a delayed payment there, and suddenly, your letting agent feels more like a liability than a helping hand. For landlords who rely on agents to keep things running smoothly, even minor missteps can cause hours of extra admin. 

Whilst you may instruct a managing agent to deal with the day-to-day running of the property, you, as a landlord, remain liable for all issues and obligations with your tenant. Therefore, small mistakes from your managing agent have the potential to result in litigation for you personally. It’s essential that you keep up to date as to what is going on in your property with your tenants. 

In this post, we’ll go over the most common challenges landlords face with letting agents and share the practical steps you can take when things go wrong. For expert legal advice, contact Helix Law, and we’ll assist you through any issues you may be experiencing.

Common Challenges Landlords Face with Letting Agents

• Poor Communication: Some letting agents go quiet when you need them most. Radio silence during tenant disputes, missed updates about rent, or unclear feedback after inspections can leave landlords feeling shut out of their own properties.
• Property Management Issues: It’s not uncommon for maintenance issues to be ignored or dragged out for weeks. Whether it’s a dripping tap or a faulty boiler, delayed repairs can snowball into bigger legal and financial problems.
• Late or Missing Rent Payments: When rent doesn’t show up on time, and agents can’t explain why, trust begins to erode. You’re left chasing answers and money with little visibility or reassurance.
• Overcharging for Services: Some landlords are billed for basic tasks at inflated rates, often without a clear breakdown of what’s been done. It can feel like you’re paying for convenience but not getting that in return.
• Unvetted or Problematic Tenants: Poor vetting or rushing tenants in to fill a gap can backfire. We’ve seen landlords dealing with unauthorised subletting, property damage, or months of unpaid rent that could have been avoided with more diligence.
• Failure to Comply with Legal Duties: Letting agents should handle legal responsibilities competently, but that’s not always the case. When deposits aren’t protected or gas safety checks are missed, it’s the landlord who’s on the hook.
• Lack of Transparency: If you’re not told what’s going on until something goes wrong, it’s a red flag. Decisions get made without your input, and when problems surface, you’re left wondering how long they’ve been brewing.
• Poor Complaints Handling: Small issues can spiral out of control when agents are defensive or slow to act. Some landlords report having to chase complaints for weeks with no resolution or clear point of contact.

How to Address Issues with Letting Agents

1. Raise the Issue Directly With the Letting Agent

Start by contacting the letting agent in writing and clearly outlining your concerns. Be specific. Mention what went wrong, when it happened, and what you want them to do about it. Keep a written record of all communication. Raising the issue promptly and professionally can prompt a resolution, especially if the agent values your ongoing business.

2. Follow Their Complaints Procedure

All letting agents are legally required to have a formal complaints process. If your issue isn’t resolved informally, escalate it through this route. Check their website or terms of business for details on how to lodge a complaint and the expected response time. Ensure you follow the steps in the process carefully, as failing to do so might delay further action.

3. Try Alternative Dispute Resolution

If you’re still not happy with the outcome, you can refer the matter to an independent redress scheme. All letting agents in England must be members of a government-approved scheme, such as The Property Ombudsman or the Property Redress Scheme. These bodies offer free dispute resolution services to landlords. They’ll review the case independently and can sometimes order the agent to offer compensation or take corrective action.

4. Complain to a Trade or Industry Body

If your agent is a member of a professional body like ARLA Propertymark, RICS, or UKALA, you may also be able to raise a complaint with them. These organisations have codes of conduct and can take disciplinary action where standards fall short. Some may also offer guidance to help you understand what you can expect from a member agent.

5. Consider Legal Action

If your losses are serious and you’ve exhausted all other avenues, you might need to explore legal action. This could involve a breach of contract or negligence claim—especially if the agent failed in their legal duties. A solicitor can advise you on your options and help you recover financial losses. Legal action is a big step, so it’s best taken with clear documentation and professional advice behind you.

6. Switch Letting Agents

If your relationship with the agent has completely broken down, it may be time to terminate the agreement and switch to a more reliable provider. Check the termination clause in your contract, including any notice period or fees, and get legal advice if you’re unsure. It’s also worth reviewing how your new agent handles communication, legal compliance, and tenant screening before signing anything new, so you don’t end up in the same position again

Frequently Asked Questions

How to Deal With Bad Estate Agents?

Start by putting your concerns in writing and following the agent’s formal complaints process. If that doesn’t work, escalate the matter to their redress scheme—either The Property Ombudsman or the Property Redress Scheme. You can also contact a solicitor if the agent has breached your contract or caused financial loss.

Final Thoughts

Letting agents are supposed to make life easier for landlords, not harder. When things go wrong, knowing your rights and the steps to take can help you resolve issues quickly and avoid future problems. If you’re dealing with a letting agent dispute and want clear legal advice on your next move, contact Helix Law. We’ll talk you through your options and protect your position. Our specialist property litigation team work nationally and assist landlords, letting agents and property investors across the country.