Letting agent vs landlord: who is responsible for what?
Agents act on the landlord’s behalf, but tenants still have clear rights. Here is a simple way to think about it.
The landlord usually remains the legal owner with ultimate responsibility for compliance — gas safety, electrical checks where required, and major repairs to structure and installations. The agent is often the day-to-day contact because the landlord appointed them to manage the property.
If something breaks, report it through the channel your tenancy documents specify (often an online portal or email). Keep a record. If the agent delays unreasonably, follow up in writing and cite urgency if health or security is at risk.
Deposit protection obligations apply to whoever received the deposit — often the agent in managed lets. If you are unsure which scheme applies, ask in writing and check the prescribed information you were given at move-in.
When something goes badly wrong, reviews on TenantTruth often name the branch tenants dealt with, which helps others understand whether the problem felt systemic or one-off.
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