Deal with problems as soon as possible,
so they don’t escalate further!
Where to find help and advice on common housing issues:
Scams, Fraud & Purchase Problems
Dealing with your Landlord/Letting Agent
Tenancy Agreements & Charges
Never pay or sign anything you’re unsure about!
Ask someone who is knowledgeable about housing matters or seek legal advice; landlord and tenant law is a specialist area, so consult a solicitor who has relevant experience.
Free help & advice
Local Advice Services Directory
Search by postcode for face-to-face advice services
Includes local Shelter, Citizens Advice, council services, law centres & other agencies
Shelter – Housing advice helpline:
0808 800 4444
Contact Citizens Advice
Webchat, phone & local offices
Law Centres Directory
Law centres offer free legal advice to people in their community who cannot afford a lawyer; they usually have solicitors with experience in housing matters
Online guides
Renting Agreements – Shelter
Understanding your rental agreement, including what to check for, unfair terms etc.
Tenancy Agreements – Citizens Advice
Renting guides covering England, Northern Ireland, Scotland & Wales
How to Rent (England) – GOV.UK
Before renting, living in a rented home, the end of a tenancy, solving problems
Scams, Fraud & Purchase Problems
If you have been the victim of a scam
If you have been conned out of money, or threatened, contact Action Fraud – the UK’s national fraud and crime reporting centre:
Speak to an adviser:
0300 123 20 40
How to get Your Money Back After a Scam – Which
If you have complained to your bank or other financial institution but you’re still not happy with the outcome,
contact the Financial Ombudsman Service
If you suspect a scam
Inform one of the following organisations, who can investigate it further and help prevent other people from becoming victims:
Citizens Advice
Citizen’s Advice consumer helpline:
03454 04 05 06
The consumer helpline will assess the problem and may report it to Trading Standards
The Financial Conduct Authority (FCA) – for scams relating to financial services
FCA helpline: 0800 111 6768
Problems with purchases
Help and advice on issues relating to buying goods and services:
- If you think a company has acted illegally, unfairly, or provided a poor service
- Cancelling a contract or switching suppliers
Citizens Advice consumer service
Citizens Advice consumer helpline:
03454 04 05 06
Protection for consumers to ensure a fair deal from financial institutions and advisers:
Financial Conduct Authority (FCA)
Find out about your rights & complain about unfair contracts, misleading ads etc.
FCA helpline: 0800 111 6768
Dealing with your Landlord or Letting Agent
Try talking through problems before you take any other action.
Factsheets on resolving specific issues
Advice on helping you to report a problem in the appropriate way, and to assist the landlord in resolving it e.g. fees and charges, property condition etc.
Resolve a Complaint: Factsheets – Housing Ombudsman Service
If your landlord/agent is registered with a professional body
If a problem remains unresolved, contact the relevant association and follow their complaints procedure:
Private landlord associations
The National Landlords Association (NLA)
The Residential Landlords Association (RLA)
Letting agent associations
The Association of Residential Letting Agents (ARLA)
The National Approved Letting Scheme (NALS)
The UK Association of Letting Agents (UKALA)
The National Association of Estate Agents (NAEA)
Ombudsman services
An independent ombudsman service can help resolve disputes between the tenants and landlord/letting agent, without needing to go to court.
Ombudsman for resolving disputes with landlords
Private landlords should have a complaints procedure, but if this fails to achieve an acceptable outcome, the Housing Ombudsman Service (HOS) can help with problems concerning its members.
Housing Ombudsman – Complaints
A helpful guide to how the complaints system works
Call if you have a query or want to check something before making a complaint:
0300 111 3000
Letting agent redress schemes
If your letting agent or property manager fails to sort out a complaint, you can take it to a free, independent redress scheme, which helps to resolve disputes. Letting agents have to belong to one of these Government-approved services, so contact the relevant scheme:
Ombudsman Services – Property Complaints
Property Redress Scheme – Making a complaint
TPOS – How to make a complaint
If your landlord/agency is NOT registered
Get help and advice from one of the following organisations:
Local Advice Services Directory
Face-to-face advisers
Search by postcode – includes local Shelter, Citizens Advice, council services, law centres & other agencies
Housing advice helpline:
0808 800 4444
Complaints about Private Landlords – Shelter
Complaints about Letting Agents – Shelter
Private Renting Complaints – GOV.UK
Problems with
Joint Tenancies – Shelter
Rights, responsibilities & sorting out problems
Problems in Shared Accommodation – Citizens Advice
How to deal with housemates & money issues (rent, bills & deposit)
House In Multiple Occupation (HMO) – Citizen’s Advice
Financial Assistance
If you are unemployed or on a low income
You may be eligible for benefits to help with rent, council tax and utilities bills etc.
Check if the landlord/letting agent accepts housing benefit.
Benefits for People Looking for Work – Citizens Advice
Benefits for People on a Low Income – Citizens Advice
Rent arrears & debt problems
If your circumstances change e.g. you lose your job or are struggling with payments, it’s important to tackle the problem ASAP and not let rent arrears & bills pile up. Talk to your landlord or agent to see if you can come to some arrangement with payments – they’re more likely to be helpful if you tackle the issue early on.
Help with rent arrears:
Help with debt problems:
Talk to your bank or a free debt advice service
Money-saving tips
Buying, Renting & Moving – The Money Advice Service
The Money Advice Service offers free, impartial advice on all sorts of money matters
Online guides, webchat or phone
Money Advice Line:
0800 138 7777
General – Useful Sources
Shelter
The main UK housing charity, which offers advice, support and legal services.
Very helpful for tenants and a great starting point for house matters.
Housing advice helpline:
0808 800 4444
Private Renting – Shelter
Online guides to tenancy agreements, rental costs, letting agents, solving problems etc.
Citizens Advice
UK legal charity offering free impartial advice concerning people’s rights and responsibilities.
Good reputation for advice on debt & benefits.
Renting a home – Citizens Advice
Online info: tenancy agreements, deposits, common problems, rent arrears etc.
See drop down menu for content relevant to England/Wales/Scotland/N. Ireland
Contact Citizens Advice
Webchat, phone & local offices
Citizens Advice consumer service
Advice on issues relating to buying goods & services
Consumer helpline:
03454 04 05 06
Law Centres
Law centres offer free legal advice to people in their community who cannot afford a lawyer; they usually have solicitors with experience in housing matters
Face-to-face advisers
Local Advice Services Directory
Search by postcode – includes local Shelter, Citizens Advice, council services, law centres & other agencies
Other online guides, blogs & forums
How to Rent (England) – GOV.UK
Useful checklist covering the rental process: Before renting, living in a rented home, the end of a tenancy, solving problems
The Tenants’ Voice
Tenants’ forum, FAQs, plus advice on tenancy & moving
50+ Renting Tips – Money Saving Expert
Rental rights, energy tips, letting fees & more
Money Saving Expert Forums – House Buying, Renting & Selling
Get Safe Online
Advice on safe property rental, online payments, transferring money etc.
The Landlord Law Blog
Tips for tenants
