How to Complain About a Landlord in Wales: Step-by-Step Guide

If you’re renting a home in Wales and your landlord is not fulfilling their legal duties—such as carrying out repairs, protecting your deposit, or respecting your rights—it's important to know you have a clear process to make a complaint. Welsh renters are protected by specific laws, including the Renting Homes (Wales) Act 2016, and there are official channels to help resolve disputes. This guide explains how to raise a complaint about your landlord, what steps to take, and the forms and organisations that can support you along the way.

When and Why to Make a Complaint

There are several reasons tenants in Wales may need to complain about their landlord, including:

• Failure to carry out necessary repairs or maintain the property
• Unlawful rent increases or deductions
• Harassment (e.g., entering your home without permission)
• Improper eviction notices
• Breach of your rights as a contract-holder

Knowing when to act can empower you to assert your rights while maintaining a constructive relationship with your landlord.

Step 1: Try to Resolve the Issue Directly

Often, problems can be sorted by clear communication. Here are some tips for contacting your landlord:

• Explain the problem in writing (via email or letter)
• Keep copies of all correspondence and any photographs or evidence
• Set a reasonable deadline for a response (e.g., 14 days for repairs)

Step 2: Use the Landlord or Letting Agent's Complaints Procedure

If your landlord or agent is part of a Rent Smart Wales-licensed agency or scheme, they must have a published complaints procedure. Ask for a copy and follow the steps, giving your landlord a final opportunity to put things right.

Step 3: Contact Your Local Council

If you get no satisfactory response, your next step is to contact the Environmental Health or Housing Standards department at your local council. They can investigate issues such as:

• Serious disrepair (e.g., damp, heating problems, electrical hazards)
• Illegal eviction or harassment
• Unlicensed property management

You can find your council contact details via the Find Your Local Council tool.

Step 4: Escalate the Complaint to External Bodies

If your complaint is still unresolved, you have options to escalate:

• Rent Smart Wales: All landlords and agents in Wales must be registered with Rent Smart Wales. You can report unregistered landlords, breaches of licensing, or poor practice directly on their website using their online complaint form.
  Sensible example: If your landlord is not properly licensed, visit the Rent Smart Wales Report a Complaint page and follow their instructions.
• Property Ombudsman (For Agents): If you rent through a letting agent, check if they belong to an ombudsman scheme like The Property Ombudsman. The ombudsman process is used if the letting agency’s own complaints process has failed.
• Residential Property Tribunal Wales: For certain legal issues (such as discrimination or unlawful fees), you can apply to the Residential Property Tribunal Wales. For example, if your landlord tries to evict you without following the legal process, you can submit the relevant application form to the tribunal.

Relevant Official Forms for Tenant Complaints

• Rental Property Complaint Form (Rent Smart Wales): Use the Rent Smart Wales Complaint Form if your landlord or agent is breaking licensing laws or not registered. Practical example: Use this form if you discover your landlord has not registered with Rent Smart Wales.
• Residential Property Tribunal Wales Application Forms: If you need to challenge an eviction, discrimination, or fee dispute, download the relevant form from the How to Apply page and follow submission instructions. Example: If you feel you have been served an unlawful eviction notice, use the appropriate application to ask for a tribunal hearing.

Always read the guidance notes on each form to make sure you select the right one for your situation.

Keep copies of all forms submitted, all correspondence, and any evidence relating to your complaint. This will help your case if it goes further.

What Happens Next?

After your complaint is received, the relevant authority or tribunal will investigate. This may involve:

• Inspections of the property
• Requests for further evidence or documentation
• Mediation or an opportunity for both parties to respond
• A formal hearing, if necessary

Penalties for landlords not meeting their legal duties can include fines, prosecution, or being banned from renting properties.

FAQ: Tenant Complaints in Wales

1. What if my landlord threatens to evict me after I complain?
   Your landlord cannot evict you for raising a valid complaint or asking for repairs. This is considered "retaliatory eviction" and is restricted under the Renting Homes (Wales) Act 2016. If this happens, seek advice or apply to the Residential Property Tribunal Wales.
2. How long does it take to resolve a complaint?
   It depends on the complaint type and authority involved. Simple repair issues may be resolved by the council in a matter of weeks, while tribunal cases can take longer. Always ask for timelines when submitting your complaint.
3. Is there a cost to making a complaint?
   Most agencies (such as your local council and Rent Smart Wales) do not charge for investigating complaints. Some tribunal applications may have fees, but these can sometimes be reduced or waived if you meet certain criteria.
4. What should I do if my landlord is not licensed?
   All landlords in Wales must register and, if letting directly, hold a licence through Rent Smart Wales. If your landlord is not licensed, report them using the Rent Smart Wales Complaint Form. They may face penalties.
5. Where can I get legal help?
   You can contact Shelter Cymru, your local Citizens Advice, or the Residential Property Tribunal Wales for support and more information.

Key Takeaways for Welsh Renters

• Always try to resolve issues with your landlord directly first
• Use official complaint channels such as local councils, Rent Smart Wales, and relevant tribunals
• Document everything, use the correct forms, and seek advice if needed

Staying informed is the best way to ensure your rights as a renter in Wales are protected.

Need Help? Resources for Renters

• Rent Smart Wales – landlord and agent licensing, complaints, and guidance
• Residential Property Tribunal Wales – dispute resolution and tribunal applications
• UK Government Private Renting Guidance – national advice for tenants
• Shelter Cymru – free, confidential advice for renters
• Citizens Advice Wales: Housing – independent help and advocacy

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1. Renting Homes (Wales) Act 2016: Full legislation text
2. Rent Smart Wales: Official site
3. Residential Property Tribunal Wales: Official tribunal information
4. UK Government: Private renting guidance
5. Shelter Cymru: Advice resources

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