Filing a Complaint About a Landlord in Wales: Step-by-Step Guide

If you're a renter in Wales experiencing issues like unreasonable rent increases, poor maintenance, or unfair eviction attempts, knowing how to formally complain about your landlord can feel daunting. This guide explains the Welsh complaint process in clear, practical steps. We'll highlight your rights as a tenant, point you to the right official channels, and link directly to government forms and legal sources. Our goal is to empower you with up-to-date, impartial information.

Understanding Your Rights as a Renter in Wales

Since December 2022, almost all renters in Wales have been protected under the Renting Homes (Wales) Act 2016. This law sets out your rights and your landlord's responsibilities, such as carrying out repairs and following eviction procedures. Whether you have a secure or standard contract, you have protections if your landlord isn't following the rules.

Steps to File a Complaint Against Your Landlord in Wales

1. Raise the Issue Directly with Your Landlord

Start by contacting your landlord or letting agent in writing. Explain the issue clearly and ask for a resolution. Keep copies of all correspondence, as these can support your case later.

2. Use Your Landlord's Official Complaints Process

All registered landlords in Wales should have a complaints procedure. Ask for details if it's not provided. Use this formal process and keep records of your submissions and responses.

3. Escalate the Complaint

• For serious repair or safety issues: Contact your local council’s housing department. Councils have powers to inspect and intervene if the property is unsafe or not maintained properly. Find your council here.
• Unfair eviction or contract issues: You may be able to challenge this at the specialist Residential Property Tribunal Wales (RPTW), which handles disputes over rent increases, evictions, and contract matters.
• If your landlord is not registered or licensed with Rent Smart Wales: Report them to Rent Smart Wales.
• Agent complaints: If you’ve gone through their complaints process and are still unsatisfied, consider contacting the relevant redress scheme (e.g., The Property Redress Scheme).

4. Applying to the Residential Property Tribunal Wales (RPTW)

For many housing disputes—like rent assessment, eviction notices, or contract disagreements—the official body handling residential tenancy complaints in Wales is the Residential Property Tribunal Wales.

• Typical matters the Tribunal can deal with include:
• Disputes over rent increases for standard contracts
• Challenges to eviction notices
• Failure to provide a written occupation contract

Official Forms You May Need

• RPTW Application Form (for Standard Contracts):
  Standard Contract Occupier Application Form
  When to use: If you’re challenging a rent increase or eviction notice and want to apply to the Tribunal. For example, if your landlord issues a rent increase you believe is unfair, you can use this form to apply for a formal review.
• RPTW Guidance Notes:
  RPTW Guidance Note for Applicants
  Explains the Tribunal process and how to complete the forms.
• Rent Assessment Application (Section 123):
  Rent Assessment Application Section 123
  When to use: If your landlord has increased your rent under a standard contract and you wish to challenge the new amount through the Tribunal.

Send completed forms directly to the Residential Property Tribunal Wales. Follow the official guidance for submission methods and required documents.

Action Steps for Renters Filing a Complaint

• Document the problem thoroughly—photos, dates, and written correspondence are best.
• Follow your landlord’s official complaint procedure first.
• If unresolved, report the issue to your local council or the relevant agency: Rent Smart Wales, a council housing team, or the tribunal depending on the case.
• For tribunal applications, download and complete the relevant RPTW form. Attach your evidence and submit as instructed in the guidance notes.
• Keep records of all your steps—these help at each stage.

FAQ: Complaints Against Landlords in Wales

1. What issues can I report about my landlord in Wales?
   You can report problems such as failure to do repairs, illegal eviction attempts, excessive rent increases, harassment, unsafe living conditions, or if your landlord is operating without registration or a licence under Rent Smart Wales.
2. Who investigates complaints about landlords in Wales?
   Your local council handles housing and safety complaints. For rent, eviction, and contract disputes, the Residential Property Tribunal Wales deals with formal applications. Rent Smart Wales investigates registration or licensing breaches.
3. How long does a landlord complaint take to resolve?
   Informal complaints may resolve in days or weeks. Council investigations or tribunal hearings can take several weeks to months, depending on case complexity and workload.
4. Do I need a solicitor to complain to the Tribunal?
   No, you can represent yourself. However, you may seek free advice from agencies like Shelter Cymru before starting the process.
5. Can my landlord evict me for making a complaint?
   Retaliatory eviction is not permitted under the Renting Homes (Wales) Act 2016. If you believe you are being unfairly evicted for complaining, you can challenge this with the Tribunal or seek help from your local council.

Summary: What to Remember

• Always try to resolve issues directly with your landlord and keep records.
• Use formal channels—council, Rent Smart Wales, or the Tribunal—for unresolved complaints.
• Use the correct official forms and make use of available guidance.

Being informed and organised is your strongest asset as a renter facing disputes.

Need Help? Resources for Renters

• Residential Property Tribunal Wales – Dispute and application forms, hearings, guidance
• Rent Smart Wales – Landlord registration status, reporting unlicensed landlords
• Find your local council in Wales – Housing complaints, inspections, enforcement
• Shelter Cymru – Free, confidential housing advice for renters
• Welsh Government: Housing – Legislation, guidance, policy updates

---

1. Renting Homes (Wales) Act 2016
2. Residential Property Tribunal Wales official site
3. Rent Smart Wales Register
4. Welsh Government Housing

Categories

Tenant Rights & Responsibilities Rent, Deposits & Increases Tenancy Types & Agreements Moving In & Out Procedures Repairs, Maintenance & Housing Standards Eviction Notices & Repossessions Shared Housing, HMOs & Lodgers Discrimination, Harassment & Accessibility Utilities, Bills & Council Tax Affordable Housing, Social Housing & Benefits Dispute Resolution & Housing Tribunals Health, Safety & Fire Regulations Privacy, Landlord Entry & Surveillance Unusual & Special Tenancy Situations Renters’ Insurance & Liability Homelessness Support & Post-Eviction Help Landlord Duties, Licensing & Penalties Housing Law, Legal Updates & Case Studies Mental Health, Disability & Vulnerable Renters’ Rights Rent Repayment Orders & Compensation