Why Tenant Feedback Strengthens the Case for Letting Agent Regulation

At TDS, we work with letting agents across the country who take pride in doing the right thing—ensuring landlords meet their responsibilities, helping tenants navigate their tenancies, and resolving disputes fairly and professionally. Indeed, findings from the TDS Charitable Foundation’s Voice of the Tenant survey show that in most cases (83%), landlords and letting agents address repair and maintenance issues reported by tenants. It’s clear that many agents are committed to high standards and positive outcomes. However, research also highlights a need for more consistency across the sector.

Where the Gaps Remain

The latest research, commissioned by the TDS Charitable Foundation—which works to improve education on housing rights—draws on in-depth interviews with 46 renters across England, building on its previous national survey of over 2,000 tenants. Participating tenants had experienced unresolved issues—often relating to repairs, deposit deductions, or poor property conditions—and had tried, unsuccessfully, to resolve these through their landlord or letting agent. These tenants then turned to external redress bodies for help, often facing delays and confusion in the process.

It was not only tenants who were unaware of the support available. The research found that organisations such as councils, advice agencies, MPs’ offices and solicitors often gave tenants incorrect or overly generic guidance—typically defaulting to local councils, even when better routes existed. This misdirection wasted tenants’ time and further eroded their trust in the system.

The survey found that only 20% of tenants escalate unresolved concerns to their local authority or a recognised redress scheme such as The Property Ombudsman, The Property Redress Scheme, or Trading Standards. Overall, 50% of tenants do not know where to turn for help when problems arise and there is variation in how letting agents handle complaints and inform tenants of their rights.

Why RoPA Still Matters

That’s why renewed calls for the implementation of the Regulation of Property Agents (RoPA) recommendations are so important. Originally proposed in 2019, RoPA sets out a pathway for raising standards across the board—including minimum qualifications, mandatory training, and an industry-wide code of practice. These proposals have been backed by many industry bodies, including Propertymark, which continues to advocate for greater regulation to protect both consumers and professional agents.

While the Government’s current focus is on the Renters’ Rights Bill, it is possible that RoPA could return to the policy agenda once the core reforms are in place. If and when that happens, it will offer a real opportunity to strengthen the sector—ensuring that good agents are recognised and supported, and that those who cut corners are no longer able to undercut the market.

Letting agents who already meet high standards have nothing to fear from regulation. In fact, as explained by Propertymark, the whole sector stands to gain from a system that rewards professionalism, improves tenant understanding, and restores confidence.

You can read more about the research findings in the full report.

More information

The TDS Charitable Foundation is a charity that aims to raise standards in the private rented sector in England through research and funded projects. To find out more, visit https://www.tdsfoundation.org.uk/