How to Find a Good Letting Agent (and Spot a Bad One)
Choosing the right letting agent can significantly affect your success and satisfaction in the private rental sector. For landlords, a good letting agent can help ensure legal compliance, reduce void periods, and maintain steady rental income. For tenants, it can mean fair treatment, responsive maintenance, and a more secure tenancy. However, a bad letting agent can lead to disputes, financial loss, and serious legal risks.
This in-depth guide explains how to identify a reputable letting agent, what warning signs to look out for, and practical steps you can take to protect yourself—whether you're a landlord letting your property or a tenant renting your next home.
What Is a Letting Agent?
A letting agent is a professional or company appointed by a landlord to let and often manage residential rental property. Their duties can vary depending on the level of service agreed upon, but generally include:
- Advertising rental properties
- Vetting and referencing tenants
- Conducting property viewings
- Preparing tenancy agreements
- Handling the tenancy deposit process
- Collecting rent and chasing arrears
- Coordinating repairs and maintenance
- Ensuring compliance with legal obligations
There are three main types of service typically offered by letting agents:
- Let-Only Service: The agent finds a tenant and sets up the tenancy, after which the landlord takes over all management responsibilities.
- Rent Collection Service: The agent finds a tenant and also collects rent on the landlord's behalf, but the landlord remains responsible for maintenance and compliance.
- Fully Managed Service: The agent handles every aspect of the tenancy, from finding tenants to ongoing property management and legal compliance.
The type of service selected should match the landlord’s needs, experience, and proximity to the rental property.
How to Find a Good Letting Agent
Identifying a reliable and competent letting agent requires more than picking the nearest high-street office. Below are key steps and factors to consider in your search.
1. Check Membership in Professional Organisations
Reputable letting agents typically belong to recognised industry bodies that impose codes of conduct, ethical standards, and training requirements. Key organisations in the UK include:
- ARLA Propertymark (Association of Residential Letting Agents): Members are professionally qualified and must adhere to strict standards.
- RICS (Royal Institution of Chartered Surveyors): Offers a regulatory framework with rigorous training and compliance monitoring.
- Safeagent (formerly NALS): Promotes professionalism and client protection in the letting industry.
Membership in these organisations is a strong indicator of professionalism and accountability.
2. Confirm Membership in a Redress Scheme
It is a legal requirement in England for all letting agents to be registered with a government-approved redress scheme. These schemes provide tenants and landlords with a formal process for resolving complaints. The two main schemes are:
- The Property Ombudsman (TPO)
- The Property Redress Scheme (PRS)
If a dispute arises that cannot be resolved directly, these schemes offer free and impartial adjudication. Always verify the agent’s membership by checking the scheme’s online member directory.
3. Verify Client Money Protection (CMP)
If a letting agent holds client money—such as rent or tenancy deposits—they must, by law, belong to a Client Money Protection scheme. CMP ensures that if the agent goes out of business or misappropriates funds, landlords and tenants can recover their money.
Agents should clearly display evidence of CMP membership on their website and in their office, along with details of the scheme they belong to.
4. Read Online Reviews and Seek Personal Recommendations
Online reviews offer valuable insight into the experiences of past clients. Platforms such as:
- Google Reviews
- Trustpilot
- AllAgents.co.uk
...allow you to see how an agent handles complaints, how they treat tenants and landlords, and whether their service is consistent.
In addition to online research, ask for recommendations from local landlords, property forums, or social media groups. Firsthand testimonials are often more reliable than marketing claims.
5. Assess Local Market Knowledge
A good letting agent should have a deep understanding of your local property market. This includes:
- Typical rental values for similar properties
- Local demand and tenant demographics
- Seasonal trends in lettings
- Regulatory considerations in the local authority
Ask potential agents for examples of similar properties they have let recently, how quickly they found tenants, and whether they had to adjust the rent to secure occupancy.
6. Evaluate Their Communication and Transparency
Initial communication with a letting agent can be very telling. Look for the following:
- Clear, prompt responses to enquiries
- Willingness to explain legal and financial obligations
- Written documentation of services and fees
- Honest, realistic advice about the market
A trustworthy agent should be easy to contact and should explain their services and fees with complete transparency.
How to Spot a Bad Letting Agent
While many letting agents in the UK are professional and trustworthy, a minority use poor practices or operate outside legal and ethical standards. Here are signs that an agent may not be up to standard.
1. Unclear or Hidden Fees
If an agent does not provide a full breakdown of fees in writing—or only reveals charges after you’ve signed—it’s a major red flag. Examples of problematic fees include:
- Administrative fees not permitted under the Tenant Fees Act (for tenants)
- Renewal fees that are not accompanied by any new service
- Mark-ups on maintenance costs passed to landlords without notice
- Early contract exit penalties hidden in the fine print
Always ask for a written copy of the fee structure and compare it with other agents before proceeding.
2. Poor Communication or Avoidance
Agents who are slow to respond, dodge direct questions, or fail to return calls and emails can be difficult to deal with once a tenancy begins. Poor communication can lead to:
- Delays in maintenance and repairs
- Missed rent payments or inspections
- Confusion over tenancy terms
- Misunderstandings that escalate into disputes
Reliable agents are responsive and professional in all interactions.
3. No Membership in Any Professional or Redress Schemes
An agent who is not a member of any professional body or government-mandated redress scheme is operating outside the required legal framework. This exposes both landlords and tenants to risk and offers no protection if things go wrong.
You can check membership using public online directories of the relevant schemes.
4. Lack of Experience or Market Knowledge
Inexperienced agents may undervalue or overprice your property, fail to attract suitable tenants, or mishandle legal documentation. Warning signs include:
- Vague answers about local market trends
- No recent rental activity in your area
- Lack of knowledge about compliance requirements (such as EPCs, deposit schemes, Right to Rent checks)
Experience is particularly important in fast-moving or high-demand rental markets.
5. Poor Online Presence and Marketing Strategy
If an agent has a weak online presence or doesn’t advertise on the main property portals (e.g., Rightmove, Zoopla, OnTheMarket), it may signal that they lack the resources or professionalism to let your property efficiently.
Ask how and where they market properties and whether they provide professional photos, floorplans, and virtual tours.
6. Aggressive or Pushy Behaviour
Agents who pressure landlords or tenants into signing agreements quickly, or who make unrealistic promises, should be avoided. Ethical agents allow time for questions, provide honest assessments, and prioritise long-term relationships over short-term gains.
Key Questions to Ask a Letting Agent
When interviewing letting agents, use the following questions to assess their reliability and suitability:
- What is your fee structure? Are there any additional or optional fees?
- Are you a member of any redress schemes, CMP, or professional organisations?
- How do you screen tenants and handle references?
- How do you manage maintenance and repairs? Do you charge commission on contractor invoices?
- What steps do you take to ensure legal compliance?
- Can I see a sample tenancy agreement?
- How often do you conduct property inspections?
- How do you handle rent arrears or breaches of tenancy?
- What marketing channels do you use?
- Can I speak to any current landlords or tenants as references?
Understanding Legal Obligations
Letting agents play a vital role in ensuring landlords and tenants remain compliant with UK rental law. A good agent will proactively manage the following legal duties:
- Protecting deposits in an authorised scheme (e.g., TDS, MyDeposits, DPS)
- Issuing legally required documents to tenants (such as the EPC, Gas Safety Certificate, and “How to Rent” guide)
- Conducting Right to Rent checks (in England)
- Serving legally compliant Section 21 or Section 8 notices if needed
- Ensuring fire and health safety regulations are met
Agents should also keep up to date with changes in legislation, such as Renters Reform Bill proposals, local landlord licensing, or property condition standards.
Final Tips for Choosing the Right Letting Agent
When choosing the right letting agent, it’s important to approach the decision methodically. Start by interviewing multiple agents—ideally at least three—to compare their services, fees, and knowledge of the local market. Don’t rely on verbal promises; always request written documentation, including the terms of business and a full service agreement, to ensure transparency and accountability. While price is a consideration, don’t be swayed by the cheapest option alone. Often, value lies in service quality, responsiveness, and the agent’s ability to ensure legal compliance. Finally, trust your instincts. If an agent seems evasive, vague, or overly pushy, it’s likely a sign to walk away.