Landlord guide
What to do when your letting agent is not responding
Start with a written message setting out exactly what you need and a reasonable deadline for a reply, so there is a clear record. If there is no response within a few days, call directly and ask to speak to a manager rather than the usual contact. Persistent unresponsiveness, especially around repairs or rent, is a reasonable reason to consider switching agents, since poor communication tends to affect your tenant as much as it affects you.
Put your request in writing first
Email rather than call where possible, so you have a timestamped record of what you asked for and when. State a clear deadline for a response.
Escalate within the company
If the usual contact does not reply, ask for a manager or the branch principal by name. Larger issues are often resolved faster once escalated past the day-to-day contact.
Know when to formally complain
If the agent is still unresponsive, check whether they belong to The Property Ombudsman or the Property Redress Scheme and raise a formal complaint through that route.
- Keep a dated log of every attempted contact
- Ask for a manager if the usual contact goes quiet
- Use the agent's redress scheme if the issue is not resolved
Consider whether it is time to move on
If communication problems are repeated rather than a one-off, they are unlikely to improve. Comparing other agents at this point is a reasonable next step.
