CASEBRIAR - TENANT COMPLAINT RECORDS CHECKLIST
England | Updated 18 October 2026 | General information, not legal advice
Guide: https://www.casebriar.com/guides/records-to-gather-for-a-complaint

Save a copy and keep it with your agency's secure complaint file. No sign-up needed.
This is an editable checklist, not a Casebriar import file. Complete only the
sections relevant to this complaint. Do not collect unrelated personal data.
A missing record is a gap to investigate, not proof that an event did not happen.

Complaint reference:
Received date:
Handler:
Acknowledgement due / sent:
Response due:

FOR EACH ISSUE (copy this block as needed)
Issue / tenant's point:
Record needed:
Source file, page, row or message and date:
What the record actually shows:
Conflicting evidence or uncertainty:
Still needed / person responsible / follow-up date:
Handler's decision and reasons:
Next action / owner / promised date:

EVERY COMPLAINT
[ ] Tenancy agreement, relevant renewals and landlord details
[ ] Management agreement and relevant landlord instructions
[ ] Tenant correspondence, call notes and dated follow-ups
[ ] Applicable version of the complaints procedure and service commitments
[ ] Complaint, acknowledgement, holding responses and outcome correspondence

REPAIRS AND HEATING
[ ] First report, how it arrived and any urgency or health concerns raised
[ ] Repair log, contractor instructions, attendance notes and completion record
[ ] Access arrangements, notices and recorded reasons for missed visits
[ ] Inspections, dated photos, invoices and any outstanding work

DAMP AND MOULD
[ ] First and repeated reports, affected rooms and dated photos
[ ] Inspection findings, readings, ventilation checks and likely causes
[ ] Health concerns and any council involvement
[ ] Works planned / completed and follow-up inspection

SAFETY
[ ] Gas safety records, check dates and evidence of supply to the tenant
[ ] Electrical report, remedial work and evidence of supply to the tenant
[ ] Alarm installation, start-of-tenancy tests and reported fault records

DEPOSIT, FEES AND RENT
[ ] Deposit amount and receipt date; protection scheme, certificate and date
[ ] Prescribed information and evidence and date of service
[ ] Inventory, check-in / check-out records, dated photos and deduction evidence
[ ] Charge, payment date and the basis for any fee
[ ] Rent schedule, rent increase notice and evidence and date of service

BEFORE THE REPLY
[ ] Each factual statement can be traced to a record
[ ] Conflicts and missing evidence are stated rather than guessed
[ ] Legal claims checked against the applicable provision and relevant dates
[ ] Policy commitments distinguished from legal duties
[ ] Every issue has the handler's decision and a practical next step
[ ] Review and redress information checked for this agency
[ ] Any personal-data access request has its own deadline and responsible person
[ ] Retention follows the agency's policy and applicable legal obligations

See fictional policies and history being checked in the demo:
https://www.casebriar.com/demo