Resolving issues with your tenant — Practical steps for landlords

The vast majority of tenancy disputes in England never need to reach a court or tribunal. Clear communication, written records, and early intervention resolve most issues. This guide gives you a practical framework for handling the most common problems. Reviewed March 2026.

What the rule is

There is no single statutory framework that governs how landlords must resolve disputes with tenants. The legal rules vary depending on the type of dispute — disrepair, rent arrears, ASB, or disagreements about the deposit. What the law does require in all cases is that you act in good faith, communicate clearly, and document your actions.

Your tenancy agreement sets the contractual baseline. Courts, tribunals, and ombudsmen all expect landlords to have read and complied with their own agreement before seeking any remedy.

From 1 May 2026, the Renters’ Rights Act 2026 requires all private landlords to be registered with the Private Rented Sector Database and to be members of a government-approved ombudsman scheme. That ombudsman scheme will provide tenants with a free, independent route to resolve disputes without going to court — which means low-quality dispute handling by landlords will become easier for tenants to escalate.

When it applies

The guidance in this article applies whenever you have a disagreement or concern involving your tenant, including:

• The tenant reports a repair you believe is their responsibility
• The tenant falls behind on rent
• Neighbours complain about the tenant’s behaviour
• The tenant complains about your management of the property
• There is a dispute about access for inspections or repairs
• The tenant wants to make alterations to the property

What landlords must do

Step 1 — Respond and acknowledge. When an issue arises, acknowledge it in writing within 24 to 48 hours. This shows good faith and creates a record. Do not ignore communications even if you disagree with the tenant’s account.

Step 2 — Investigate before responding substantively. For repair disputes, inspect the property before making a decision. For rent arrears, check your records. For behaviour complaints, speak to both parties. Acting on partial information escalates disputes unnecessarily.

Step 3 — State your position clearly in writing. Once you have investigated, write to the tenant setting out your view, the factual basis for it, and what you expect to happen next. A clear, polite letter that sets out a timeline for resolution is often enough to move things forward.

Step 4 — Consider mediation. Many councils offer a free or subsidised mediation service for landlord-tenant disputes. The Small Claims Mediation Service (for financial claims under £10,000) is free. Mediation is confidential and faster than court action, and courts look favourably on parties who attempted it.

Step 5 — Seek legal advice if proceedings look likely. Before issuing any formal notice or court claim, take advice from a solicitor who specialises in landlord and tenant law, or consult your landlord association (NRLA, RLA). The procedure for possession claims is technical and errors are costly.

What evidence to keep

• A chronological log of the dispute — dates, summary of communications, and your response
• Copies of all written communications (emails, letters, text messages)
• Photographs relevant to any disrepair or damage dispute
• Rent payment records showing the exact dates and amounts paid
• Any council, ombudsman, or third-party correspondence
• Notes of any telephone or in-person conversations (date, time, summary, witness)

Common mistakes

Responding emotionally rather than factually. A heated reply to a challenging tenant email rarely helps. Write your response, wait 24 hours, review it, then send it. Keep tone neutral and professional at all times.

Treating verbal agreements as binding. Verbal agreements are almost impossible to enforce and create ambiguity. Any agreed variation to the tenancy — a rent payment plan, permission to sublet a room, agreement on repair timescales — must be confirmed in writing.

Escalating too quickly to legal action. Issuing a Section 8 notice within days of a tenant missing a first rent payment is disproportionate and will not generate goodwill. A prompt, firm letter asking for payment and proposing a catch-up plan resolves most arrears situations early.

Not involving the ombudsman scheme when appropriate. From 1 May 2026, your mandatory ombudsman membership means tenants have a structured escalation route. Engaging with the scheme early and in good faith is significantly better than ignoring a complaint and having a formal finding made against you.

Failing to document your side of the story. Courts and tribunals hear from both parties. If you have no written record of your communications and actions, the tenant’s account of events is more likely to be believed.

FAQ

Q: The tenant is claiming I have not done repairs — but I have. What do I do? A: Produce your evidence — contractor invoices, photographs before and after, diary of access attempts. If you attempted the repair but were refused access, document each access request in writing. Without records, it is your word against the tenant’s.

Q: The tenant is three weeks behind on rent — what should I do first? A: Contact the tenant in writing within a few days of the first missed payment. Acknowledge you have noticed the arrears, ask whether there is a problem, and offer to discuss a payment plan. Check whether the tenant is entitled to Universal Credit housing costs. Early, constructive contact resolves most short-term arrears before they become a possession issue.

Q: Can I enter the property to carry out repairs if the tenant refuses to give access? A: You cannot force access without a court order, except in a genuine emergency. Give written notice of every access attempt. If the tenant persistently refuses, document it — this is important context if the tenant later claims you ignored disrepair. You can ultimately apply to the county court for an order for access.

Q: What is the landlord ombudsman scheme and when do I need to join? A: The Renters’ Rights Act 2026 requires all private landlords in England to join a government-approved ombudsman scheme by 1 May 2026. The scheme handles tenant complaints about landlord management — things like failure to respond to repairs, poor communication, and deposit disputes. Failing to join is a civil offence.

Q: When should I get a solicitor involved? A: If possession proceedings look likely, or if the tenant has made a formal complaint to the council or ombudsman, seek legal advice early. The cost of early advice is almost always lower than the cost of managing poorly executed proceedings.