These are worked examples, not real cases. The complaints are invented, written in the style tenants and AI tools use, and no real tenant, agency or property is described. The results show what a careful check finds. The law is England’s as at September 2026, and none of this is legal advice about a particular case.
The examples
Heating out for seventeen days, and a “24-hour rule”
RepairsLegal claim
The complaint
The boiler stopped working on 4 January. I rang your office that morning and again on 6 and 9 January. Nobody came out until 21 January. By law you have to carry out emergency repairs like a total loss of heating within 24 hours.
The points, checked
- What happened: three calls, seventeen days without heatingNeeds evidenceTurns on the repair log and job sheets.
- “By law… within 24 hours”Not establishedSection 11 requires the heating to be kept in repair; it sets no fixed time.
The law
Landlord and Tenant Act 1985, s.11: the landlord must keep installations for heating and hot water in repair and proper working order.
Records that settle it
Call log for 4, 6 and 9 January; the contractor’s job sheet; when the part was ordered and fitted.
Decision and reply
Upheld: seventeen days was too long, whatever the statute says about timing. The reply accepts that, explains what caused the delay, offers compensation on the facts, and says section 11 doesn’t set a fixed time without telling the tenant they were wrong to raise it.
Mould in a private let, and Awaab’s Law
Damp & mouldWrong law
The complaint
I have reported black mould in the bedroom three times since December. Under Awaab’s Law you were required to investigate within 10 working days. The flat is not fit for human habitation.
The points, checked
- Three reports of mould since DecemberNeeds evidenceCheck each report and what was done.
- “Under Awaab’s Law… within 10 working days”Not establishedAwaab’s Law currently applies to social housing, not private lets.
- “Not fit for human habitation”Needs evidenceA real duty; whether it’s breached depends on the cause and severity.
The law
Landlord and Tenant Act 1985, s.9A (fitness, with s.10 listing freedom from damp) and the social housing regulations known as Awaab’s Law, which don’t cover private lets yet.
Records that settle it
Every report of the mould; inspection notes; any advice given; any damp survey; works done and dates.
Decision and reply
Need more information: an inspection by a damp specialist within a set date, with the findings to follow. The reply doesn’t quote Awaab’s Law timescales, but treats the mould as urgent.
“My deposit wasn’t protected, so you owe me three times it”
DepositLegal claim
The complaint
I have never received any paperwork about which scheme protects my deposit. I believe it was never protected, and I am entitled to three times the deposit automatically.
The points, checked
- No paperwork about the schemeNeeds evidenceTurns on the prescribed information and proof it was given.
- “Three times the deposit, automatically”PartialA court orders one to three times, on the tenant’s application. It isn’t automatic.
The law
Housing Act 2004, s.213: protect the deposit and give the prescribed information within 30 days. s.214: the court’s power on an application.
Records that settle it
The date the deposit was received; the scheme’s protection certificate; the prescribed information and proof it was sent.
Decision and reply
Not upheld, where the records show protection and the information sent within 30 days: the reply gives the dates and the scheme reference. If the records don’t show that, take advice before replying.
“Why was I charged to renew my tenancy?”
Fees
The complaint
When my tenancy was renewed I was charged a £250 tenancy renewal administration fee. I don’t think you were allowed to charge it.
The points, checked
- A £250 renewal feeNeeds evidenceCheck the date and what it was for.
- “You weren’t allowed to charge it”VerifiedA renewal fee isn’t a permitted payment under the Tenant Fees Act 2019.
The law
Tenant Fees Act 2019: landlords and agents must not require a prohibited payment; the permitted ones are listed in Schedule 1.
Records that settle it
The tenancy and renewal dates; the invoice and payment record; your terms of business at the time.
Decision and reply
Upheld, with a refund and the date it will arrive, and what’s changed so it doesn’t happen again.
“Who is my landlord? And they’ve threatened to change the locks”
Landlord detailsHarassment
The complaint
I have asked three times for the landlord’s name and address and been told you can’t give it out. The landlord has now told me he will change the locks if I don’t leave.
The points, checked
- Landlord’s name and address refusedVerifiedOn a written request, it must be given within 21 days.
- A threat to change the locksEscalateA possible offence. Not something to decide from an email.
The law
Landlord and Tenant Act 1985, s.1; Landlord and Tenant Act 1987, s.48; Protection from Eviction Act 1977, s.1.
Records that settle it
The tenant’s written requests and dates; the landlord’s details and address for service; any messages about the locks.
Decision and reply
Landlord details: upheld, with the name and address for service. The lock-change threat: escalated to the landlord and a solicitor, with the tenant told what happens next and when.
A contractor let himself in without notice
Access
The complaint
On 8 April a contractor entered the property with a key without any notice to me. Entry without 24 hours’ written notice is unlawful harassment under the Protection from Eviction Act 1977.
The points, checked
- Entry on 8 April without noticeNeeds evidenceCheck the instructions given and any notice sent.
- “Unlawful harassment”PartialEntry to view condition needs 24 hours’ written notice, but harassment is a specific offence that depends on conduct and intent.
The law
Landlord and Tenant Act 1985, s.11(6) (entry to view condition on 24 hours’ written notice) and Protection from Eviction Act 1977, s.1.
Records that settle it
The job instruction; any notice sent to the tenant and when; the contractor’s attendance record; the tenancy agreement’s access clause.
Decision and reply
Upheld, if no notice was given: an apology, and what will change in how contractors are instructed. The reply doesn’t accept the harassment label, and doesn’t argue with it either.
Six months’ notice and a tribunal’s approval for a rent increase
RentRenters’ Rights ActWrong law
The complaint
I received notice that my rent will increase from £725 to £850. Under the Renters’ Rights Act 2025 all rent increases now require six months’ notice and must be approved by a tribunal in advance.
The points, checked
- The notice and the increaseNeeds evidenceCheck the form, the date served and the effective date.
- “Six months’ notice”, “approved by a tribunal in advance”Not establishedThe current rule is at least two months; the tenant can apply to the tribunal to decide the rent.
The law
Housing Act 1988, s.13, as amended by the Renters’ Rights Act 2025 from 1 May 2026. Increases served before then are judged under the earlier rules.
Records that settle it
The notice, its date and how it was served; the date of the previous increase; the tenancy agreement.
Decision and reply
Depends on the notice. If it met the rules, not upheld, and the reply explains the tenant’s right to apply to the tribunal. If it didn’t, the increase shouldn’t take effect until a valid notice is served.
No gas safety certificate, and “£5,000 a year”
Gas safetyLegal claim
The complaint
I have never been given a gas safety certificate. This is a criminal offence and I am entitled to compensation of £5,000 per year of non-compliance under the Gas Safety Regulations.
The points, checked
- Never given a gas safety recordNeeds evidenceCheck each year’s record and proof it was given.
- “£5,000 per year of non-compliance”PartialThe duties are real and breaches can be prosecuted, but the regulations give no fixed sum to the tenant.
The law
Gas Safety (Installation and Use) Regulations 1998, reg. 36: annual check; record given to existing tenants within 28 days and to new tenants before they move in.
Records that settle it
Every gas safety record for the tenancy; proof of delivery to the tenant.
Decision and reply
Safety first: send the current record straight away. Then, if a year was missed or a record not given, uphold that part and consider compensation on the facts.
A request for a dog, and no reply
PetsRenters’ Rights Act
The complaint
I asked in writing on 2 June whether I could keep a dog. I have had no reply. Under the new law you can’t unreasonably refuse.
The points, checked
- No reply to a written requestNeeds evidenceCheck when it arrived and what happened to it.
- “You can’t unreasonably refuse”VerifiedFor private assured tenancies from 1 May 2026, consent can’t be unreasonably refused, and must normally be answered in writing within 28 days.
The law
Renters’ Rights Act 2025, s.11, which inserts sections 16A and 16B into the Housing Act 1988.
Records that settle it
The request and its date; any reply; the landlord’s instructions; any head lease terms about pets.
Decision and reply
Upheld on the missed reply, with an apology. Then a decision on the pet itself with the landlord, in writing, giving reasons if it’s a refusal.
Four pages, nine issues, forty-three points
Multi-issueAI-written
The complaint
FORMAL LETTER OF COMPLAINT… I expect a full response within 14 days, failing which I will escalate to the Property Ombudsman and seek compensation through the county court. [Heating, damp and mould, gas safety, the deposit, unannounced entry, fees, a rent increase and complaint handling follow, each with its own legal claims.]
The points, checked
- Nine issues once the points are groupedNeeds evidenceEach gets its own part of the reply.
- Eleven legal claimsPartialIn our sample: several partly supported, two not established, one for professional review.
The law
Several Acts and regulations, one per issue. Check each claim separately; don’t accept or dispute them as a batch.
Records that settle it
Different for every issue: see the other examples. Adding the whole complaint file at once saves hunting for each.
Decision and reply
Issue by issue. This is Casebriar’s own long sample case, which you can open and work through yourself.
What the examples have in common
- Nearly every complaint mixes fact and law. The facts are settled by your records; the law by the legislation. Keep them apart.
- A wrong legal claim rarely means a wrong complaint. The tenant can be wrong about Awaab’s Law and right about the mould.
- The decision is per issue. One complaint can be upheld, partly upheld and not upheld at once.
- The reply corrects the law without making the tenant wrong, and always says what happens next.
For the full process, see the complete guide. For the legal checks in detail, When an AI complaint quotes the wrong law. For wording, the response templates.
Sources
- LawLandlord and Tenant Act 1985
- LawHousing Act 2004, sections 213 and 214
- LawHousing Act 1988, section 13
- LawTenant Fees Act 2019
- LawProtection from Eviction Act 1977, section 1
- LawLandlord and Tenant Act 1987, section 48
- LawRenters’ Rights Act 2025
- RegulationsGas Safety (Installation and Use) Regulations 1998, regulation 36
- RegulationsThe Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025