Shock results as 30 lettings agencies probed by undercover teams

Shock results as 30 lettings agencies probed by undercover teams


Todays other news


A consumer group which conducted 30 undercover viewings in five different UK cities claims letting agents are showing potential tenants around mouldy properties and not informing them about important safety details.

Which? sent undercover researchers on 30 property viewings across England and Scotland to assess the conditions of properties and also provided them with a list of questions to ask the letting agent, designed to uncover whether they were giving vital information and following health and safety rules.

Some 20 per cent of the properties visited had problems with damp. None of the agents showing the properties were able to commit to fixing the problem, with little knowledge about what would be done about it.

One letting agent told a researcher who pointed out mould in the bathroom that it “could happen in any flat” but that the landlord might not do anything about it unless they asked for it to be fixed in their contract. 

Another, when asking about a damp stain on the carpet, was told that the agent couldn’t comment, because they didn’t have the “technical expertise” to work out whether it was a damp problem.

Eight out of 30 viewings were rated ‘poor’ for answers to questions on property maintenance and repairs. On several occasions letting agents brushed off questions about maintenance, with many stating that work would be carried out before the tenant moved in, or would need to be dealt with by the landlord. 

Which? says it has been told by property consultant Kate Faulkner – who has undertaken work for the consumer group in the past – that tenants should avoid this type of verbal agreement. Instead, required repairs should be made conditional as a special clause in the tenancy agreement.

On eight of the 30 undercover visits, agents received a ‘poor’ rating for their explanation of holding deposits. 

Apparently agents struggled to explain how much these payments would be and how they would be refunded. “This is particularly concerning given that there is no requirement for these types of payments to be protected in a deposit scheme” says Which?

The group agrees that agents were better at explaining other fees, including security deposits and administration fees. In England, investigators were quoted anywhere from £20 to over £400 in fees.

Researchers also reported being pressured or rushed into making a decision by agents. 

Two prospective tenants were apparently asked by agents to hand over upwards of £1,000 and commit to living in a property despite not being able to view all its rooms.

Half of agents were allegedly unable to provide any information at all on the property’s boiler, with just 13 per cent able to supply the correct details about annual servicing rules. 

Only one in three agents were rated ‘good’ for their knowledge of carbon monoxide alarms, meaning they were able to explain they were required, where they were in the property and if they had been tested.

Letting agents performed better on smoke alarms; 21 out of the 30 were rated ‘good’ on this measure, with two rated ‘bad’.

A Which? spokesman says: “There are clearly real issues with letting agents showing prospective tenants properties that aren’t up to scratch. It’s unacceptable that all too often agents can’t answer basic questions about important issues like boiler safety and carbon monoxide alarms. Tenants need to be given clear and accurate information before moving in to a new place and agents must do more to deliver an acceptable level of service .”

The Which? research involved a total of 30 property viewings – six each in Bristol, Edinburgh, Leeds, London, and Manchester. 

In each category investigated, agents were rated poor, satisfactory or good, based on a scoring matrix developed in collaboration with Kate Faulkner “designed according to what we think best practice should be” according to a Which? statement.

Share this article ...

Join the conversation: Login and have your say

Want to comment on this story? Our focus is on providing a platform for you to share your insights and views and we welcome contributions. All comments are screened using specialist software and may be reviewed by our editorial team before publication. Letting Agent Today reserves the right to edit, withhold or delete comments that violate our guidelines, including those that harass, degrade, or intimidate others. Users who post such content may be banned from commenting.
By commenting, you agree to our Commenting Terms of Use.
9 Comments
Oldest
Newest Most Voted
Inline Feedbacks
View all comments
Recommended for you
Related Articles
Almost 30 developers are to double the rate they are...
Urgent warning on fire risks of tenants using rechargeable batteries...
Connells working with TV Celebrity to tackle mould controversy...
Propertymark says it is unlikely that landlords alone can solve...
A leading agent says there are renegotiations on prices of...
Reeves to slash Right To Buy discount on Wednesday...
Recommended for you
Latest Features
The complexity of the private rental sector offers an opportunity...
Viewings in November were 10% lower than the same month...
The news comes in the latest Propertymark monthly lettings snapshot...
Sponsored Content
Letting agencies face the dual challenge of keeping both landlords...
In an industry where compliance and client money handling are...
PropTech provider Reapit will announce the latest enhancement to its...

Send to a friend

In order to send this article to a friend you must first login. Click on the button below to login or sign up.

No one likes pop-ups ...
But while you're here