Letting Agents
Unlawful fees charged (TFA 2019); Deposit not protected / unfair deductions (HA 2004); Repairs failures during tenancy
Mandatory ADR
Max award: £25000
4-52
Uphold rate: 50% (approx)%
Key Legislation
Tenant Fees Act 2019; Housing Act 2004 ss.212-215 (deposit protection); Consumer Rights Act 2015 s.83 (fee display)
Complaint Route: The Property Ombudsman
Type: Ombudsman (binding on firm)
Max award: £25,000
Uphold rate: 53%
Average resolution: 180 days
Pre-conditions: Complain to agent first; 8-week wait or final response; refer within 12 months
Visit TPO websiteCompanies in This Sector
Foxtons LettingsCountrywide LettingsBelvoirMartin & CoLeaders Romans GroupSavills LettingsOpenRent
Annual complaint volume: 46950 deposit adjudications E&W 2024-25
Note: Holding deposit cap (1 week) and tenancy deposit cap (5 weeks) frequently breached; TFA fines up to £5000