How to Handle Tenant Complaints: A Landlord's Guide

How you handle tenant complaints can be the difference between a smooth tenancy and a costly tribunal case. With the Renters' Rights Act 2025 strengthening tenant protections and the new ombudsman framework giving tenants a clear escalation route, getting your complaints process right has never been more important.

Why Complaints Handling Matters More Than Ever

Under the Renters' Rights Act 2025, landlords are now subject to oversight by a new private rented sector ombudsman. Tenants who feel their complaints have not been resolved can escalate to this ombudsman, who has the power to order compensation, apologies, and remedial action.

Beyond the ombudsman, tenants can report issues to their local council's environmental health team, apply to the First-tier Tribunal, or in serious cases, pursue claims through the courts. A well-documented complaints process protects you at every stage.

Poor complaints handling is also one of the most common reasons landlords lose at tribunal. If a tenant can show they repeatedly reported a problem and the landlord failed to respond or act, the tribunal will draw adverse conclusions — regardless of whether the landlord eventually fixed the issue.

Common Types of Tenant Complaints

Tenant complaints generally fall into several categories. Understanding what you're dealing with helps you respond appropriately and within the right timeframe.

Repairs and Maintenance

The most frequent complaints relate to disrepair: leaking roofs, faulty boilers, broken locks, damp, mould, and plumbing issues. Under Section 11 of the Landlord and Tenant Act 1985, you are responsible for keeping the structure and exterior of the property in repair, along with installations for water, gas, electricity, sanitation, and heating.

The Renters' Rights Act 2025 has also introduced a requirement that rental properties meet the Decent Homes Standard, which means properties must be free from serious hazards, in a reasonable state of repair, have reasonably modern facilities, and provide adequate thermal comfort.

Neighbour Issues

Noise complaints, disputes over shared spaces, and antisocial behaviour from neighbouring properties. While you cannot control third parties, tenants may expect you to intervene where the neighbour is also your tenant or where the issue relates to the property itself (such as inadequate soundproofing).

Safety Concerns

Reports of faulty electrical installations, gas smells, broken smoke alarms, or fire safety issues. These require immediate attention and carry the most serious legal consequences if ignored.

Pest Infestations

Rats, mice, insects, or other pests. Your responsibility depends on the cause — structural issues allowing pest entry are your problem, while poor housekeeping by the tenant may not be. Regardless, you should respond promptly and investigate.

Disputes About the Tenancy

Complaints about rent increases, deposit deductions, access arrangements, or terms of the tenancy. These require careful handling with reference to the tenancy agreement and current legislation.

Response Timeframes

There is no single statutory timeframe that covers all complaints, but the following guidelines reflect legal obligations and good practice:

• Emergency repairs (no heating, gas leak, flooding, security breach): respond within 24 hours and arrange an emergency contractor
• Urgent repairs (no hot water, broken toilet if only one in the property, significant leak): respond within 24–48 hours and arrange repair within a few days
• Routine repairs (dripping tap, broken cupboard door, minor cosmetic issues): acknowledge within 48 hours, arrange repair within 28 days
• Non-repair complaints (neighbour issues, tenancy disputes): acknowledge within 48 hours and provide a substantive response within 14 days

The key principle is this: always acknowledge the complaint promptly, even if you cannot resolve it immediately. A tenant who receives a quick acknowledgement and a realistic timeline is far less likely to escalate than one who hears nothing for two weeks.

Step-by-Step Complaints Process

1. Acknowledge the Complaint

Reply to the tenant in writing (email or message) within 24–48 hours. Confirm what they have reported, thank them for bringing it to your attention, and explain what happens next.

Even a brief reply makes a difference: "Thank you for letting me know about the leak under the kitchen sink. I will arrange for a plumber to attend and will contact you by Friday with a date and time."

2. Investigate the Issue

Before jumping to a solution, understand the full picture. If needed, arrange an inspection or ask the tenant for photographs. For repairs, determine the cause and whether it is your responsibility or the tenant's.

3. Take Action

Arrange the necessary repair, investigation, or response. If the issue is complex, keep the tenant informed of progress. If you need to instruct a contractor, tell the tenant who will be attending and when.

Where you need to enter the property, provide at least 24 hours' written notice (except in genuine emergencies). Under the Renters' Rights Act, tenants have stronger protections around access, so always document your notice and the tenant's agreement.

4. Follow Up

After the work is completed or the issue is addressed, follow up with the tenant to confirm they are satisfied. This closes the loop and creates a record that the matter was resolved.

5. Record Everything

Keep a written record of the entire process: the initial complaint, your acknowledgement, any investigation, the action taken, contractor invoices, and the follow-up confirmation. This documentation is your evidence if the matter is later disputed.

The Importance of Documentation

Documentation is your single most important defence in any complaint-related dispute. Without records, you are relying on your word against the tenant's — and tribunals consistently favour the party with written evidence.

What to document:

• Every complaint received, including the date, method (phone, email, text), and content
• Your response and the date you sent it
• Any inspections, including photographs and notes
• Contractor appointments: who attended, when, and what was done
• Invoices and receipts for any work carried out
• Follow-up communications confirming resolution
• Any communication with the council, ombudsman, or other authorities

Using a system that timestamps and stores all communications is far more reliable than searching through old emails or text messages. For more on how to prove document delivery and communications, see how to prove tenants received documents.

Repair Obligations Under the Law

Your repair obligations are set out in several pieces of legislation:

• Section 11, Landlord and Tenant Act 1985: Obligation to keep the structure, exterior, and installations in repair
• Decent Homes Standard (via Renters' Rights Act 2025): Properties must be free from Category 1 hazards under the Housing Health and Safety Rating System (HHSRS)
• Fitness for Human Habitation Act 2018: The property must be fit for habitation throughout the tenancy
• Gas Safety (Installation and Use) Regulations 1998: Annual gas safety checks
• Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020: Five-yearly electrical inspections

You cannot contract out of these obligations. Even if the tenancy agreement states that the tenant is responsible for certain repairs, statutory obligations override contractual terms.

When Complaints Escalate

Council Environmental Health

If a tenant reports a repair issue to the council, environmental health officers may inspect the property and assess it under the HHSRS. If they identify hazards, they can serve improvement notices or prohibition orders requiring you to carry out works within a specified period.

Failure to comply with an improvement notice is a criminal offence and can result in prosecution or a civil penalty of up to £30,000.

The Private Rented Sector Ombudsman

Under the Renters' Rights Act 2025, all private landlords must be members of the new ombudsman scheme. Tenants can escalate unresolved complaints to the ombudsman, who will investigate and may order the landlord to apologise, pay compensation, or take specific remedial action.

The ombudsman will look at whether you followed a reasonable complaints process, responded within reasonable timeframes, and took appropriate action. Having a clear, documented process puts you in the strongest position.

First-tier Tribunal

Tenants can apply to the tribunal for a range of issues including disrepair, rent repayment orders, and disputes about the condition of the property. At tribunal, your complaint records and documentation will be examined closely. For guidance on what evidence to prepare, see landlord tribunal evidence documents.

How Complaint Records Help at Tribunal

If a dispute reaches the tribunal, judges look for evidence of how the landlord responded to issues. A landlord who can produce a timestamped record showing they acknowledged a complaint within 24 hours, arranged a contractor within a week, and followed up to confirm resolution will be viewed far more favourably than one who cannot.

Specific situations where complaint records are critical:

• Rent repayment orders: If a tenant applies for a rent repayment order on the basis of poor property conditions, your evidence of prompt repair responses can demonstrate that the property was maintained
• Disrepair claims: Courts and tribunals will look at the timeline between when the landlord was notified and when the repair was completed
• Retaliatory eviction claims: If you serve a notice after a tenant complains, the tenant may argue it was retaliatory. Records showing a professional response to the complaint help counter this
• Ombudsman complaints: The ombudsman will assess whether your complaints process was reasonable and whether you followed it

Tips for Professional Complaints Handling

• Use written communication: Always confirm phone conversations in writing. An email saying "Further to our call today, I have arranged for the plumber to attend on Thursday" creates a record even if the original complaint was verbal
• Stay professional: Never respond emotionally, even if you feel the complaint is unreasonable. A calm, factual response serves you better in every scenario
• Set realistic timescales: It is better to say a repair will take two weeks and deliver in one than to promise three days and take a fortnight
• Keep the tenant informed: If there are delays, tell the tenant why and what the new timeline is. Silence creates frustration and escalation
• Know when to seek advice: Complex legal disputes, claims involving personal injury, or complaints involving harassment require professional legal advice

For a broader view of your ongoing compliance duties throughout a tenancy, see the guide on mid-tenancy compliance responsibilities.

Key Takeaways

• Acknowledge every complaint in writing within 24–48 hours
• Prioritise based on urgency: emergencies within 24 hours, routine repairs within 28 days
• Document everything — dates, communications, actions taken, and outcomes
• Understand your statutory repair obligations and the Decent Homes Standard
• Be prepared for escalation to the council, ombudsman, or tribunal by maintaining clear records
• Use a consistent complaints process and follow it every time