Renting through a letting agent: what tenants should look for

Renting through a letting agent can make finding a property and dealing with a landlord more straightforward, but only if you understand how agents work and what they must tell you. Knowing what to check and which questions to ask helps you avoid surprises, from unexpected costs to confusion about repairs or deposits.

What a letting agent should explain before you rent

A professional letting agent will not wait for you to ask basic questions. There are certain things they should make clear before you agree to rent a property:

• Who manages the property: Not every agent manages the properties they advertise. Sometimes, the landlord deals with issues directly. Ask if the agent or the landlord will be your main point of contact during the tenancy. Knowing this helps you understand who to approach for repairs or queries.
• How to report repairs: You should be told how to report maintenance or repair problems, whether by phone, email, or an online system. This matters because you need to know how quickly you can expect issues to be addressed and who is responsible.
• Where your deposit will be held: In England, your deposit must be protected in a government-approved scheme. The agent should tell you which scheme they use and when you will receive confirmation. This protects your money and gives you recourse if there is a dispute at the end of the tenancy.
• How the inventory process works: An inventory is a record of the property’s condition and contents at the start of your tenancy. Ask who prepares the inventory, whether you get a copy, and what the process is for raising disagreements. This document is key if there are any disputes about deposit deductions later.

If any of these points are unclear, ask for them in writing before you sign anything.

Understanding tenant fees in England

The Tenant Fees Act 2019 sets limits on the payments letting agents and landlords can require from tenants in England. Some payments are permitted, while others are banned.

• Permitted payments include rent, a refundable holding deposit (to reserve a property), a refundable tenancy deposit, payments for default such as lost keys or late rent, changes to the tenancy when requested by the tenant, and charges for early termination if allowed by the agreement.
• Banned fees cover most other charges, such as administration fees, charges for viewing, inventory fees, or check-out fees. If you are asked for a payment not listed as permitted, you have grounds to question it.
• Agents must display their fees clearly in their office and online. If you cannot see a list or if the fees seem unclear, ask them to confirm exactly what you will be charged and for what reason.

While the rules above apply in England, be aware that Wales and Scotland have their own fee regulations. If you are renting outside England, check the rules for your location.

Questions to ask at viewing and before signing

The viewing and application stage is your chance to clarify key details about the property and the letting process. Consider raising these points:

• Holding deposit terms: Ask what happens to your holding deposit if you decide not to proceed, or if the landlord withdraws. The agent should explain when it is refundable and in what circumstances it is not.
• Referencing process: Find out what information or documents you will need for referencing and how long the process usually takes. Ask whether there are circumstances where you might need a guarantor.
• Length of tenancy: Confirm how long the initial tenancy is and what happens at the end. Some agents offer six or twelve-month terms, but check if you can renew or extend and what notice is required from both sides.
• Break clauses: If you might need to leave early, ask whether the tenancy agreement includes a break clause. If so, clarify how and when it can be used, and what notice you would have to give.
• Permitted payments: Double-check any payments you are being asked for at this stage. If you see a fee not covered by the Tenant Fees Act, ask for an explanation in writing.

Writing down the answers helps you spot any inconsistencies later. If anything seems unclear or rushed, consider whether you are comfortable proceeding.

What to do if things go wrong

Even with the best preparation, problems can arise. Here are steps to take if you have a dispute with your letting agent:

• Raise your concern directly: Contact the letting agent in writing, describing the issue clearly and giving them a reasonable time to respond.
• Check their redress scheme: Letting agents in England must belong to a government-approved redress scheme. This scheme helps resolve disputes between tenants and agents. You can find out which scheme the agent belongs to from their office, website, or listing, and contact the scheme if the agent does not resolve your complaint.
• Keep records: Save all correspondence and notes of calls or meetings. These can be useful if your complaint needs to be escalated.

If the agent is not a member of a redress scheme or you are unsure, this is a warning sign. You may also wish to check that their fees are displayed as required.

Reading a letting agent’s profile on Annuvell Local

You can find letting agents and compare key facts about their tenant services on Annuvell Local. Each listing shows checked contact details, including whether the phone number has been verified and if the website is working. This helps you contact agents confidently.

When viewing an agent’s profile, look for:

• Tenant services: Annuvell Local shows a list of services each agent claims to offer. This might include property management, deposit handling, repairs reporting, or inventory preparation. You can use these to compare what different agents provide.
• Opening hours and contact routes: Listings show office hours and how you can get in touch (phone, email, website). If a website is known not to work, it is flagged, so you know which contact methods to trust.
• Profile badges and facts: Some listings have a Verified badge, showing the business has completed an ownership check. You can also see which facts are verified, provided by the business, or simply stated. ‘Not stated’ means the agent has not confirmed a detail, not that it is missing in practice.
• Comparison tool: You may compare two to four agents side by side using the site’s comparison tool, which puts key facts about tenant services and contact details next to each other.

If the profile does not answer a question, you can use the Request Quote feature to ask for more details before you decide.

Comparing letting agents fairly

Not every letting agent offers the same level of service or clarity. Take time to compare a few agents, looking beyond location or headline rent:

• Review what tenant services are listed and whether they match what you need—such as after-hours repairs or clear deposit handling.
• Check their redress scheme membership and fee display. Transparency at this stage often reflects how issues will be handled later.
• Consider how easy it is to contact them and what happens if you need help outside office hours.

You may also find it useful to compare landlord services if you want to understand the agent’s broader approach. There is a dedicated guide to landlord services and what to compare if you want to see the other side of the process.

Next steps

Start by writing down what matters to you—whether it’s quick repairs, deposit security, or clear communication. Then find letting agents near you, check their tenant services and contact details on Annuvell Local, and use the comparison tool to see facts side by side. If you have a question their listing does not answer, use Request Quote to ask before you view or sign. Taking these steps helps you rent with more confidence.