Tenants and renters in England often need accessible viewings and reasonable adjustments when looking for or moving into a home. You have legal protections against disability-related discrimination and a right to request reasonable changes to viewing arrangements, communication, or the tenancy process. This guide explains what landlords and agents must consider, how to make a written request, what to do if your request is refused, and which official forms and tribunals can help. It uses plain language and practical examples so you can act confidently whether you are asking for a step-free viewing, an extra appointment time, or clearer written information. Keep notes and evidence as you go; they are useful if you need to escalate.
What the law says
When you rent in England, landlords and agents must not discriminate against you for a protected characteristic such as disability. Statutes that commonly apply to lettings include the Housing Act 1988 and the Rent Act 1977, which set out tenancy rules and possession processes in England and Wales.[1][2] In practice, that means landlords should consider reasonable adjustments for viewings and the tenancy process, and you can use official complaint routes or tribunals if adjustments are refused.[3]
Before a viewing: practical steps for tenants
Plan ahead so you can show clearly what adjustments you need. A short written request helps everyone understand the arrangement and preserves evidence if you need to escalate.
- Arrange an appointment time that suits your access needs, for example a longer slot or a daytime viewing.
- Put your request in writing and keep a dated record or document of the message and any replies.
- Tell the agent or landlord which adjustments you need, for example step-free access, transport help, or clearer written information.
- Ask whether minor temporary adjustments are possible for the viewing, such as moving furniture or providing a ramp.
Making the request formally and what to include
A formal request should be short and factual: state your name, the property address, what adjustment you need, why it is needed, and a reasonable timescale for a reply. Keep copies of emails or letters and note the date and time of any phone calls.
- State the adjustment you want and how it helps you, for example "a step-free viewing on weekdays between 10:00 and 14:00".
- Keep evidence such as emails, text messages, or a short log of phone calls showing dates and names.
- Ask for confirmation in writing so there is a clear record of the landlord or agent's response.
What to do if your request is refused
If the landlord or agent refuses a reasonable request, try a polite written follow-up explaining the impact and mentioning that you would like to resolve the issue without formal action. If there is no resolution, you can use official complaint routes or make an application to the relevant tribunal or court depending on the issue.[3]
Official forms and routes tenants may need
There is no single universal "reasonable adjustment" form, but these official forms and pages are commonly relevant:
- N1 Claim form (Claim form used in county court proceedings) — used if a landlord starts court action for possession; a tenant may see this form if a claim is issued and should get legal advice or file a response. Official form and guidance: see the GOV.UK claim form publication linked below.
- First-tier Tribunal (Property Chamber) application guidance — use the tribunal process for certain residential property disputes and applications; a tenant can apply where the tribunal has jurisdiction (for example disputes about rent repayment orders or certain tenancy rights) and should follow the tribunal's application instructions and required evidence.[3]
- Requesting reasonable adjustments guidance — there is official GOV.UK guidance about asking for reasonable adjustments and how services should respond; use it to explain your request and the legal context when writing to a landlord or agent.[4]
FAQ
- Can I refuse to attend a viewing that is not accessible?
- Yes, you can decline a viewing you cannot safely or reasonably attend; tell the agent or landlord why and request an alternative such as a different time, a virtual viewing, or an accessible appointment.
- How should I ask for a reasonable adjustment?
- Ask in writing, state the property address, describe the adjustment you need and why, set a reasonable deadline for a reply, and keep a copy of the request and any response.
- What can I do if a landlord retaliates after I ask for adjustments?
- If you experience harassment or unlawful retaliation, keep detailed records, seek advice, and consider making a complaint to the tribunal or court; escalating to official routes is appropriate when informal resolution fails.
How-To
- Identify the adjustment you need and why it is necessary for the viewing or tenancy.
- Write a short formal request including your name, property address, the adjustment you need, and a reasonable timescale for a reply, then submit it by email or recorded delivery.
- Keep copies of all correspondence and a dated log of any phone calls or in-person discussions.
- If your request is refused, follow any internal complaints process and consider applying to the First-tier Tribunal (Property Chamber) or seeking legal advice.
Key Takeaways
- Make written, dated requests for reasonable adjustments and keep copies.
- Use the First-tier Tribunal and official complaint routes if you cannot resolve the issue informally.
- Seek advice early and document all communications to protect your rights.
Help and Support / Resources
- First-tier Tribunal (Property Chamber) - apply and guidance
- GOV.UK guidance on asking for reasonable adjustments
- Housing Act 1988 (legislation.gov.uk)
