Tenant complaints under the Renters’ Rights Act: what to investigate

What’s in force, and what isn’t yet

The Renters’ Rights Act 2025 received Royal Assent on 27 October 2025 and is being brought in in stages. As at 30 September 2026:

Sources: the commencement regulations, the government’s guide to the Act and its implementation roadmap. Dates for the later stages can move, so check the current position before relying on them.

Why the date of each event matters

A complaint often spans months, and the rules changed partway through. Before deciding anything, put every event on a timeline and note which side of 1 May 2026 it falls. A rent increase notice served in March 2026, for example, is judged under the rules as they were then, not as the tenant has since read about them. On legislation.gov.uk, use the version of the provision in force on the date of the event.

The complaints to expect, and what to investigate

“My rent increase isn’t valid”

Investigate: when the notice was served and how; whether it used the prescribed form; the date the new rent takes effect (at least two months after the notice from 1 May 2026); when the rent was last increased. Under the current rules the tenant can ask the First-tier Tribunal to decide the rent; the tribunal doesn’t approve increases in advance. Records: the notice, proof of service, rent history, the tenancy agreement. See Housing Act 1988, section 13.

“You can’t make me leave”

Investigate: what notice was served, on which ground, when, and with what notice period. A section 21 notice can no longer be used for a private tenancy after 1 May 2026, and some grounds, such as the landlord selling or moving in, have a longer notice period and can’t be used in the first 12 months of a tenancy. Take legal advice before replying on anything to do with possession. Records: every notice served, the tenancy start date, the landlord’s instructions.

“You refused my pet”

Investigate: when the tenant asked; whether a written answer was given within 28 days (the landlord can take longer in some cases, for example while asking for more information or waiting for a superior landlord); the reason for any refusal, and whether it was reasonable. A superior lease that bans pets is a reasonable reason. Records: the request, your reply and its date, any head lease terms. See section 11 of the Act, which inserts the rules into the Housing Act 1988.

“You asked for too much rent up front”

Investigate: what was asked for and when. For tenancies the rules cover, rent can’t be required before the tenancy agreement is signed, and after signing and before the tenancy starts, no more than one month’s rent (or 28 days’ for shorter rent periods). Records: the offer, payment requests and receipts.

“I was asked to bid over the asking rent”

Investigate: the advertised rent, what was said to applicants, and the rent agreed. Landlords and agents must publish an asking rent and must not invite or accept offers above it. Records: the listing, applicant correspondence.

“You turned me down because I have children” or “…because I get benefits”

Investigate: the reasons given at the time, the adverts and screening criteria used. Referencing and affordability checks are still allowed. Treat this seriously, and take advice. Records: the listing, application notes, correspondence.

“I was never given the information I was entitled to”

Investigate: for tenancies that started before 1 May 2026 with written terms, whether the tenant was given the government’s information sheet by 31 May 2026; for new tenancies, whether the written terms were provided. Records: what was sent, when and how.

Claims about the Act that aren’t right

• “All rent increases now need six months’ notice.” The current rule is at least two months, using the prescribed notice.
• “A tribunal has to approve any rent increase first.” The tenant can apply to the tribunal to decide the rent; there’s no advance approval.
• “I can complain to the landlord ombudsman now.” The new landlord ombudsman isn’t running yet. Agents remain members of their own redress scheme, The Property Ombudsman or the Property Redress Scheme.
• “Awaab’s Law applies to my flat.” Not yet for private lets: currently it applies to social housing.
• “The Decent Homes Standard applies to my tenancy.” Not yet for private lets.
• “Under the Renters’ Reform Bill…” That bill fell in 2024. The Renters’ Rights Act 2025 replaced it.

Worked checks for several of these are in When an AI complaint quotes the wrong law.

Where the letting agent fits

Much of the Act puts duties on landlords, but several rules, including the bans on rental bidding and discrimination and the limits on rent in advance, also apply to letting agents. Your redress scheme membership doesn’t change: complaints about your agency still go through your own procedure and then to your scheme. The new landlord ombudsman, once it opens, is for complaints about landlords, and the government has said it can work with the agent schemes.

In practice, many complaints under the Act need the landlord’s decision as well as yours: on a pet, a rent level or a possession notice. Agree the position with the landlord before you reply.