Complaints procedure

A fragmented and inconsistent approach to enforcement in the private rented sector (PRS) is letting residents down and highlighting the crucial role of responsible lettings agents in providing accurate advice and ensuring properties are safe and compliant. Research commissioned by the TDS Charitable Foundation concludes poor coordination between local authorities and other bodies allows rogue operators to slip through the net, leaving tenants vulnerable.

Despite a growing need for accessible housing, especially among over-65s and people living with disabilities and long-term health conditions, the market continues to fall short —particularly in providing bungalows and step-free properties. Propertymark analysis has highlighted the limited availability of such homes, revealing that only 3,300 new bungalows were built in 2022, while over 3 million people over 65 now live in rented accommodation. For older people and those with mobility challenges, the lack of options can force them into unsuitable housing or trap them in properties that no longer meet their needs.

The Digital Markets, Competition and Consumers Act (DMCC), which passed into law on 24 May 2024, contains provisions to prohibit unfair commercial practices, replacing and updating the Consumer Protection from Unfair Trading Regulations 2008 (the 2008 regulations). The legislation hands direct enforcement powers to the Competition and Markets Authority (CMA), giving them the authority to act on breaches of consumer protection rules, including requirements for providing material information.

Fraudsters exploited the vulnerabilities in the property transaction system by stealing a homeowner’s identity and using a fake driving license to set up a bank account in his name to facilitate a sale in 2021. After four years, on 11 March 2025, a County Court finally granted the owner full possession of his home.