Nearly half of private renters in the UK have experienced unfair or unlawful behaviour from letting agents in the past three years, according to a new report by Citizens Advice. The charity warns that a 'rock-bottom' culture among agents risks undermining Labour's landmark Renters' Rights Act.
The research found that 48% of renters who dealt with letting agents faced malpractice, equivalent to around four million people. Over two-thirds (68%) of those with emergency repairs, such as gas leaks or broken doors, waited more than 24 hours for action, while 29% saw repairs left unresolved. Additionally, 55% reported waiting over two weeks for deposit returns, despite a legal 10-day limit.
Citizens Advice highlighted illegal practices, including banned check-in and check-out fees under the Tenant Fees Act. More than half (55%) of renters using 'zero deposit' schemes were wrongly told the scheme was mandatory. The charity says such practices harm tenants' finances and health, with 27% facing higher bills from emergency repairs and 43% reporting mental health impacts.
The findings come amid rising cost-of-living pressures, with rental costs increasing by 6–9% annually across England. Citizens Advice data shows 29% of renters have cut back on essentials to pay rent, rising to 38% for single parents. Nearly a third have borrowed money to cover housing costs, affecting 3.5 million people.
Tom MacInnes, director of policy at Citizens Advice, said: 'Private renters are forking out more than ever for a rock-bottom service. Nobody should live in dangerous conditions or face illegal fees.' He called for tougher regulation and enforcement of existing rules. An MHCLG spokesperson said the Renters' Rights Act is clamping down on rogue agents, adding that further work is underway to raise standards.
