Response to the amendment to the Regulatory Reform Bill

In response to the amendment to the Regulatory Reform Bill, Which? executive director, Richard Lloyd said:

“With renting now the only housing option for millions, we’re pleased the Government will now give tenants and landlords access to a complaints scheme.  Our research revealed an alarming lack of consumer protection in this market so it’s vital the Government puts these plans into action as soon as possible.”


1. Which? first campaigned for improved protection and redress in the lettings market in 2007 when we called for an amendment to the Consumers, Estate Agents and Redress Act 2007 to require letting agents to join an approved complaints scheme, as sales agents are.

2. Following an investigation this year Which? believes that major letting agents are acting unlawfully by not being upfront about the fees charged to clients.

3. In a previous investigation in November 2012 Which? found widespread problems in the lettings market, including unexpected and unfair fees, bad practice, and tenants and landlords losing money.