When a tenant alleges harassment or an unlawful eviction, the complaint may describe a criminal offence. These complaints need a careful, factual response and, often, legal advice.
What the law says
Section 1 of the Protection from Eviction Act 1977 makes it an offence to unlawfully deprive a residential occupier of their occupation, and to do acts likely to interfere with their peace or comfort, or to withdraw services reasonably required for occupation, with the intention of making them leave or stop exercising their rights. It can apply to landlords and to agents acting for them.
Evicting a tenant lawfully requires the correct notice and, if they don't leave, a court order enforced by bailiffs. The rules on notices and grounds for possession are changing under the Renters' Rights Act 2025; check which rules apply to the dates in the complaint.
Handling the complaint
- Escalate internally straight away, and tell the landlord in writing.
- Stop any conduct that could be seen as pressure while you investigate: unannounced visits, cutting off services, changing locks.
- Record facts, not characterisations. Dates, who attended, what was said, what notice was given.
- Take legal advice before responding to anything that alleges an offence or where possession proceedings are in progress.
Records to pull
- Every notice served, with dates and method of service.
- All visits and contact with the tenant, with dates and who was present.
- Any interruption to utilities or services, and why.
- Correspondence with the landlord.
Answering it
Keep the response factual and neutral. Don't deny or admit an offence; set out the facts and the steps being taken, and say that the matter has been referred for advice where that's the case.
Casebriar separates a tenant complaint into its issues, checks the legal claims it covers against legislation.gov.uk and lists the records you’ll need. It’s in a free pilot with letting agents in England.
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