Millions of private renters across the UK are regularly subjected to unfair or unlawful behaviour by letting agents, a new report from Citizens Advice has warned.
A new report from the national charity finds that there is a “rock-bottom” culture amongst these agents – which manage private tenancies on behalf of landlords – with non-compliance threatening to undermine Labour’s landmark rental reforms.
This has affected nearly half of all renters (48 per cent) over the last three years, researchers say, equivalent to four million people.
Over this time frame, more than two-thirds (68 per cent) of renters with an emergency repair like a gas leak, unsafe wiring or a broken front door were left waiting more than 24 hours by their letting agent, the research shows. A further 29 per cent saw these repairs left totally unresolved.
More than half (55 per cent) also reported waiting longer than two weeks to have all or some of their deposit returned, despite landlords being legally obligated to do so within 10 days of agreeing the amount.
The continued malpractice is also harming tenants’ finances and health, Citizens Advice warns. Over a quarter (27 per cent) of those with emergency repairs faced higher bills as a result, its research shows, while 43 per cent reported a toll on their mental health in trying to address them.
The investigation also revealed illegal practices and hidden fees. Under the Tenant Fees Act, check-in and check-out fees are strictly outlawed, yet tenants continue to report being forced to pay them.
Meanwhile, more than half (55 per cent) of renters using ‘zero deposit’ schemes – which waive upfront cash deposits but often carry high non-refundable fees – were wrongly told that the scheme was a mandatory condition of securing their tenancy.
The findings come at as cost of living pressures continue to soar in the UK. Recent research by the New Economics Foundation (NEF) found that rental costs are seeing above-inflation rises of between 6 and 9 per cent every year in every region across England.
According to Citizens Advice data, 29 per cent of all private renters have been forced to cut back on essentials like food and heating to keep up with rent, a figure that rises to 38 per cent for single parents.
The situation means that nearly a third have had to borrow money or take out loans to cover their housing costs over the past year, representing 3.5 million people, including half a million families with children.
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In May, Labour’s flagship Renters’ Rights Act came into effect, banning section 21 ‘no-fault eviction notices’ and brining in greater tenants to challenge poor conditions and unfair rent hikes.
However, Citizens Advice – which supports over 2.7 million people annually across England and Wales – says that the practices of rogue letting agents risks “undermining” the act.
The charity is calling for an overhaul of how the system is regulated, demanding tougher enforcement and direct penalties for rule-breaking agents.
Tom MacInnes, director of policy at Citizens Advice, said: “Private renters are forking out more than ever to put a roof over their heads, and in return they get a rock-bottom service from letting agents.
“Nobody should be left to live in dangerous conditions for days, have to fight for money they’re owed or be charged illegal fees. But our advisers are helping tenants with these kinds of problems regularly.
“The new Renters’ Rights Act is a huge moment for private tenants – a reform Citizens Advice has long campaigned for. But this landmark legislation will only deliver its true potential if the government holds letting agents to account with better regulation and tougher enforcement of the existing rules.”
The government was approached for comment.
