Research and analysis

Private rented sector tenants: research report

Published 4 December 2025

Applies to England

1. Executive summary

This report presents the findings from research into renters’ experience of the private rental sector, conducted by Verian in March 2024. The purpose of the research was to understand the experiences of private renters, as well as their understanding of the complaints process.

The research involved an online survey with 1,517 members of the public aged 18+ in England, within the private rental sector at the time of the research. Results were weighted to be representative of the private rental population.

The findings found most private renters (57%) reported positive experiences in the rental sector, while fewer (18%) reported negative experiences. The majority were satisfied with their property’s condition (61%), though half (51%) noted issues beyond normal wear and tear. Satisfaction with landlords (70%) was significantly higher than with property management agencies (62%), reflecting differences in service quality and responsiveness.

A substantial majority of renters (77%) reported at least one issue with their current property, with damp or mould being most common (44%). Despite high reporting rates to landlords and agents of issues (77-94% depending on issue type), satisfaction with resolutions was typically low. Fear of repercussions was the primary barrier to raising complaints, with 27% concerned about rent increases and 22% worried about eviction. Nearly half (47%) of renters with property issues had not made a complaint, with many stating they would be more likely to do so if they knew they couldn’t be evicted as a result.

Disabled renters reported worse rental experiences (25% negative vs 16% for non-disabled renters), with particular issues around physical safety, necessary appliances, and property maintenance. Renters with children faced greater challenges finding suitable accommodation, with many disagreeing it’s easy to find rental properties when you have children (44% with children in household disagree that it is easy vs 35% with no children disagree). Financially vulnerable renters experienced heightened stress when seeking accommodation and were more likely to remain in unsuitable properties to avoid the challenges of moving (54% financially vulnerable vs 36% financially stable).

2. Research background and methodology

2.1 Background and objectives

This research was conducted in March 2024 under the Sunak Conservative government. References to the government’s response throughout this report refer to the 2022 to 2024 Sunak government and does not reflect the position or strategy of the current government.

As part of the then government’s ambition to improve rights for renters, the Renters (Reform) Bill set out a series of changed to planned protections for private renters. A core intention of the legislation was to ban Section 21 (no-fault) evictions. The legislation also aimed to facilitate:

• fair and impartial resolution to tenant issues
• allow tenants the right to request a pet in the property
• make illegal blanket bans on renting to tenants in receipt of benefits
• other proposed changes to the private rental market

Overall research objectives were multi-layered, with a general need to provide insight and learnings about private rental sector tenants:

• Experience and perceptions of the private rental market
• Understanding, barriers and motivators to making a complaint

2.2 Methodology

The Kantar Profiles online panel was used to sample survey respondents. This is a panel built with highly validated, permission-based respondents. The survey gathered responses from private rental tenants only, screening out those not meeting this criterium, for example those in social housing. Respondents could live in a range of property types, as long as they rented from a private landlord or agency. Quotas were set for gender, age, socio-economic status and region in England.

Following fieldwork, data was weighted to be representative of the adult population. Quota and weighting specifications can be found in the Appendix of this document.

Fieldwork was conducted between 27 March – 9 April 2024 among 1,517 private rental tenants in England.

All differences noted throughout this report (i.e. between demographic groups) reflect a statistically significant difference at a 95% confidence interval. The sampling methodology employed an opt-in panel approach, meaning the pool of possible respondents have actively signed up to take part in online research. This differs from a probability-based survey approach which uses random sampling to identify respondents and typically offers respondents the opportunity to complete the survey offline (to be more inclusive of those with no access to, or limited capability with online services). While an opt-in approach can be less robust when compared to a probability-based approach, fieldwork quotas and corrective weighting help to maximise the representativeness of the research sample of private rental tenants achieved in this way.

3. Detailed analysis and findings

3.1 Experience of the rental sector

This section explores private renters’ experience of the rental sector, covering broad perceptions, condition of their property and their relationship with landlord/agent.

Nearly three-fifths (57%) of private renters were generally positive about the overall experience of their current and previous properties, with a similar proportion satisfied with the condition of their property (61%). Satisfaction with the level of service received from landlords (69%) was significantly higher than property management agents (63%), with fewer strongly agreeing they feel comfortable raising issues about the condition of their property with agents (26%) compared to with landlords (33%).

3.1.1 Experience and perceptions of the rental sector

Generally, people tended to have a positive experience in the private rented sector, but key demographic differences exist within this.

Thinking about their time as a private renter overall, almost 3 in 5 (57%) reported a positive experience and 2 in 10 (18%) a negative experience.

The following groups were more likely than their demographic counterparts to report a positive overall experience of the private rented sector: older renters, aged 55-75 (64%), those who say their cost of living is stable (66%), those who are heterosexual (59%) those who pay rent (60%) or raise issues (59%) directly with their landlord, and those from an ethnic minority background (62%)

Younger renters (19%), those who say their cost of living has increased (21%), those on a rolling tenancy (21%), those who pay rent to/raise issues with an agency (21%), disabled people (25%), and those who identify as LGBTQ+ (30%) were more likely than their counterparts to report a negative experience.

The majority of renters agreed they feel safe and secure (77%) and can enjoy the property without disturbance from their landlord or management agency (75%).

Fewer, at 6 in 10 (59%) felt they would be able to stay in the property as long as they wish to.

3.1.2 Condition of the current property

While general satisfaction with the condition of the property was in the majority (61%), just over half (55%) agreed that the landlord checks the property condition. A similar proportion (51%) agreed the property has issues beyond wear and tear illustrating that there are issues which need to be addressed (Table 3.1).

Table 3.1. Private renters’ perceptions of property condition and security

[Q011]	NET Agree	NET Disagree
I feel physically safe and secure in the property	77%	9%
I am able to enjoy the property without disturbance from my landlord/property management agency	75%	10%
The property has all necessary appliances & facilities needed to live comfortably	71%	13%
I am satisfied with the current condition of the property	61%	21%
I feel I will be able to stay in the property as long as I wish to	59%	18%
My landlord/property management agency thoroughly checks the condition of the property	55%	25%
The property has required repairs that go beyond normal ‘wear and tear’	51%	30%
Base: All renters		n=1517

3.1.3 Relationship with landlord/agent

It is more common for renters to go directly to the landlord for both paying rent (68%) and raising issues about the maintenance of the property (67%) than it is for them to go through a property management agency (32% rent / 33% maintenance).

Table 3.2 highlights the difference in tenant satisfaction levels between those who deal directly with landlords versus property management agencies. While overall satisfaction with property management services is generally positive (67%), there is a notable gap between tenants who interact with landlords directly for maintenance issues (69% satisfied) compared to those dealing with agencies (63% satisfied).

Table 3.2. Satisfaction levels with landlord versus property management agency on maintenance

[Q013]	All renters	Maintenance via landlord	Maintenance via agency
NET Satisfied	67%	69% *	63%
Very satisfied	26%	29% *	19%
Fairly satisfied	41%	40%	43%
NET Dissatisfied	19%	17%	22%*
Base	1517	1016	501

Significant differences between subgroups are denoted by *

While overall agreement with feeling comfortable raising issues about the condition of the property was similar whether the issue is raised to a landlord or an agent, strong agreement was lower for agents (33% landlord/26% agent).

In terms of perceived responsibility, the majority of renters agreed their landlord or agent is responsible for repairs and maintenance (82% and 81% respectively), whereas they were viewed to have less responsibility for external issues such as anti-social behaviour (42%).

Almost half (49%) of renters reported that their landlord/agent is more concerned with their finances than tenant wellbeing, and around 4 in 10 (41%) deliberately avoid raising concerns with their landlord/agent in case there are repercussions (Table 3.3).

Table 3.3. Tenant communication concerns and perceived priorities of landlords and agencies

[Q014, Q015]	NET Agree	NET Disagree
I feel comfortable raising issues about the condition of the property with my landlord	66%	17%
I feel comfortable raising issues about the condition of the property with my property management agency	62%	19%
I deliberately avoid raising issues with my landlord in case there are repercussions	44%	35%
I deliberately avoid raising issues with my property management agency in case there are repercussions	41%	33%
My landlord is more concerned with their finances than my wellbeing	48%	25%
My property management agency is more concerned with their finances than my wellbeing	50%	19%

Base: For rent or repairs go to landlord n=1135 / agent n=609
Significant differences between subgroups are denoted by *

The slightly more positive attitude towards landlords may reflect both the experience and perception that property management agencies are less likely to respond promptly generally (62% vs 69% for landlords), or specifically in relation to maintenance issues with the property (56% vs 65% for landlords) (Table 3.4).

Table 3.4. Landlord and agency comparison on handling tenant issues and communication

[Q014]	NET Agree	NET Disagree
My landlord resolves issues with the maintenance or condition of the property in a timely way	65% *	19%
My property management agency resolves issues with the maintenance or condition of the property in a timely way	56%	25%
My landlord listens to my concerns	66%	14%
My property management agency listens to my concerns	62%	16%
When I contact my landlord they respond promptly	68% *	14%
When I contact my property management agency they respond promptly	62%	18%

Base: For rent or repairs go to landlord n=1135 / agent n=609
Significant differences between subgroups are denoted by *

3.2 Reported issues with the quality and standard of rental properties 

This section details the prevalence of property issues among private rental tenants, including the type of property issues commonly experienced. This section also explores satisfaction with the outcome of reporting such issues.

Three-quarters of renters (77%) reported having an issue with their current property, the most commonly stated issue being damp or mould (44%). The majority of renters with an issue say they reported it in some capacity, although this varied depending on what the issue is: damp or mould is least reported (Net 77% reporting it) while concerns about the safety of the building itself most reported (Net 94%). There’s a wide range of satisfaction across the prompted issues (63% - 25%) with less than half of renters typically saying they were satisfied with the response after they had reported an issue. 

3.2.1 Current property issues 

Around 3 in 4 (77%) renters experienced a problem in their current property. Figures suggest there is significant overlap between problems experienced, with renters experiencing multiple issues at the same time, while damp or mould (44%) and long repair times (33%) were most common overall (Table 3.5).

Younger renters (18-34s) were more likely than older renters (55-75s) to experience issues with their current property (85% vs 56%), significantly more so for damp or mould; long repair times; faults with communal areas; problems with neighbours; pests/vermin; concerns about building safety; fire or electrical hazards and overcrowding. 

Table 3.5. Prevalence of property issues experienced by private renters

[Q016]	All renters
Any problem	77%
Damp or mould	44%
Taking too long to repair something	33%
Fault / something that needs to be repaired in external communal areas, e.g., gardens	19%
Problems with neighbours or neighbouring properties including antisocial behaviour	17%
Pests/vermin in my home e.g. mice, rats or insects	16%
Entry / exits (e.g. windows/doors) not secure	15%
Concerns about the safety of the building itself	13%
Fire or electrical hazard	10%
Overcrowding	6%
Unsafe furniture	6%
Another issue or problem	3%
Base: All renters	n=1517

3.2.2 Reporting property issues   

The majority had reported these specific issues to their landlord or agent, or both. However, despite damp or mould being the most commonly experienced issue, it was least likely to be reported to the landlord or agent (54% reported to landlord, 30% to management agency and 4% to someone else) (Table 3.6). The majority of private renters that had experienced problems with neighbours including anti-social behaviour had reported it to either the landlord or management agency, despite only 1 in 4 (42%) agreeing this falls under the landlord/agent’s responsibility and suggesting some confusion over who is responsible for dealing with such issues. 

Table 3.6. The percentage of renters who reported a current issue to their landlord, management agency or to someone else

[Q017]	Reported to landlord	Reported to management agency	Reported to someone else	NET Reported
Concerns about the safety of the building itself	56%	48%	14%	94%
Fault / something that needs to be repaired in external communal areas, e.g., gardens	61%	40%	11%	93%
Fire or electrical hazard	58%	42%	18%	92%
Unsafe furniture	63%	41%	13%	88%
Taking too long to repair something	53%	44%	8%	89%
Problems with neighbours or neighbouring properties including anti-social behaviour	59%	37%	17%	89%
Entry / exits (e.g. windows/doors) not secure	47%	46%	10%	86%
Overcrowding	38%	42%	23%	79%
Pests/vermin in my home e.g. mice, rats or insects	55%	30%	14%	78%
Damp or mould	53%	31%	5%	77%
Base: Renters who experienced each problem				n=86-673

3.2.3 Resolution of property issues    

Renters were also asked their satisfaction with the response from their landlord/agent to the issue after they had reported it; there was significant variation in satisfaction with the outcome depending on the nature of the problem.

Typically, less than half of renters said they were satisfied with the response after they had reported an issue. The issues seeing the highest levels of satisfaction were unsafe furniture (63%) and a fault to be repaired in external areas (53%), the lowest levels of satisfaction were for repair times (25%) and damp or mould (37%) (Table 3.7).

Table 3.7. Satisfaction levels with the response to issues reported

[Q018]	NET Satisfied	NET Dissatisfied
Taking too long to repair something	25%	55%
Damp or mould	37%	46%
Entry / exits (e.g. windows/doors) not secure	41%	43%
Fire or electrical hazard	45%	41%
Pests/vermin in my home e.g. mice, rats or insects	43%	35%
Concerns about the safety of the building itself	46%	33%
Problems with neighbours or neighbouring properties including antisocial behaviour	47%	28%
Fault / something that needs to be repaired in external communal areas, e.g., gardens	53%	28%
Overcrowding	45%	24%
Unsafe furniture	63%	23%
Base: Renters who reported each problem	n=65-519

3.3 The complaints process 

This section details private renters’ awareness and understanding of the complaints process including any assumptions among renters, explores the significance of possible issues as a result of reporting, and notes preferred sources of information.

While four-fifths of renters had some understanding of the complaints process in relation to changes to their tenancy agreements (82%) or repairs or maintenance of their property (81%), confidence for the process delivering a satisfactory response was relatively lower at just under two-thirds (63%). This might suggest that it is less an issue of how to raise a complaint, and more of an issue around what happens after raising a complaint and how it is ultimately dealt with.

3.3.1 Awareness and understanding of the complaints process   

When renters were asked about their awareness and understanding of how to make a complaint, 8 in 10 claimed some understanding of how to make a complaint about a service from their landlord or management agency. This was irrespective of whether the issue was related to changes to the tenancy agreement (82%) or maintenance or repairs to the property (81%).

The majority of renters were confident they would be able to find out how to make a complaint easily (72%) and that there is a formal process to follow (70%).

Slightly fewer, 6 in 10 (63%), were confident it would not take too much time to make a complaint. Seven in 10 (70%) private renters felt confident that they would be taken seriously and treated fairly (67%) were they to make a complaint. However, confidence is relatively lower for the process delivering a satisfactory response (63%) and for complaining without being labelled a difficult tenant (61%) (Table 3.8).

Table 3.8. Tenant confidence levels in the complaints process and potential consequences

[Q021]	NET Confident	NET Not confident
You would be taken seriously if you made a complaint	70%	30%
You will be treated fairly if you make a complaint	67%	33%
You can complain without fear of any retaliation / recourse / punishment	63%	37%
The complaints process will deliver a satisfactory response	63%	37%
You can complain without being labelled a difficult tenant	61%	39%
Base: All renters		n=1517

Despite a high reported understanding of the complaints process, only half (53%) agreed they know their rights when it comes to making a complaint, suggesting private renters may not have the knowledge to challenge an unsatisfactory outcome. Just over 4 in 10 (44%) felt that the process would not be worth the hassle, or their complaint would probably be ignored (42%).

3.3.2 Perceptions of possible issues following a complaint    

This section explores perceptions of possible repercussions as a result of making a complaint. Additional barriers to making a complaint will be explored in full in the next section.

Over half of private (59%) renters were concerned about possible repercussions of eviction or having their rent increased. The most common concern was feeling nervous or uncomfortable about making a formal complaint directly to their landlord (56%), followed by a concern the landlord will increase their rent (49%) or try to evict them (48%) if they made a complaint. Four in 10 (39%) felt concerned that people who say they can help them with their complaints during the process could be scammers (Table 3.9).

Table 3.9. Tenant fears about potential repercussions from making formal complaints

[Q024]	NET Agree	NET Disagree
Having to send a formal complaint directly to my landlord makes me feel nervous or uncomfortable	56%	20%
I worry that if I make a complaint, my landlord will increase my rent	49%	27%
I worry that if I make a complaint, my landlord will try to evict me	48%	28%
I worry that people who say they can help me with my complaint could be scammers	39%	28%
Base: All renters		n=1517

The most common place private renters would first look to find out how to make a complaint is by checking their tenancy agreement (28%), followed by conducting an online search (24%). Two in 10 (21%) would contact the property management agency, a smaller proportion would contact their landlord directly and ask for a copy of their complaints process (13%) or check their landlord’s website (7%).

Over half of renters reported charities and other social organisations (54%), and government sources both local and national (52%) as who or where they would go to get help with a complaint. 

3.4 Drivers and barriers to raising a complaint 

This section covers drivers and barriers to raising a complaint, including perceptions around possible repercussions as a result of doing so.

The most commonly stated barriers to raising a complaint were the fear of repercussions, such as a rent increase (27%), concern about being labelled a difficult tenant (23%), and fear their tenancy won’t be renewed (23%). The scale of these barriers will likely be a reason nearly half (47%) of those with an issue with their property had not yet made a complaint, while motivators for complaining mirror previously referenced barriers very closely.   

3.4.1 Barriers to raising a complaint   

When renters were asked about the barriers they face when making a complaint, there were significant barriers shared, with fear of repercussions such as a rent increase (27%) or possible eviction (22%) the most significant. Renters therefore need a range of assurances to proceed to make a complaint, including knowledge that they could not be evicted as a result.

Around 1 in 5 (17%) did not think anything would be done if they complained illustrating the lack of faith they place in the complaints process. Private renters were deterred from making a complaint as a result of their own and other people’s experiences of the complaints process not delivering a satisfactory outcome.

Of the 1 in 5 (17%) renters who felt nothing would be done if they complained, the most common reason why was that others have made complaints with no response (37%), that their landlord wouldn’t listen (30%) as well as their personal experience of previous complaints with no response (30%) (Table 3.10).

Table 3.10. Reasons renters think nothing would be done about their complaint

[Q028]	Renters who think nothing would be done about their complaint
I’ve generally heard about people making complaints and nothing happens	37%
My landlord wouldn’t listen	30%
I’ve personally made a complaint in the past and nothing happened	30%
I don’t think the process works	21%
I’ve heard, seen or read about complaints that weren’t resolved in the news	21%
Another resident or tenant I know made a complaint and nothing happened	14%
A family member or friend made a complaint and nothing happened	11%
Other	1%
Base: Renters who think nothing would be done about their complaint	n=253

Results indicate that those dealing with property management agents tended to have more concerns about raising a complaint compared to those dealing with the landlord directly. Those who pay their rent to a management agent rather than a landlord were significantly more likely to be worried about being labelled a difficult tenant (27% agent/21% landlord), were significantly more likely to fear facing retaliation from the agent (21% agent/15% landlord) if they complain, and also have significantly lower confidence that the process would work for them (16% agent/11% landlord).

Table 3.11 reveals the some of the reasons that make renters less likely to raise a complaint about a property issue, even when they experience a problem. Fear of negative repercussions dominates these concerns, with over a quarter (27%) of renters worried about potential rent increases if they complain. Nearly 1 in 4 (23%) fear being labelled as a “difficult tenant” or having their tenancy not renewed, while a similar proportion (22%) worry about eviction.

Table 3.11. Top 10 reasons that would make renters less likely to make a complaint

[Q027]	All renters
I am worried my rent will be increased	27%
I am worried I will be labelled as a difficult tenant if I complain	23%
I am worried that my tenancy will not be renewed if I complain	23%
I am worried I will be evicted if I complain	22%
It is not important enough, or it’s only a minor issue	18%
It is too much hassle to complain and take too much time	18%
I do not think anything will be done, so there’s no point	17%
I am worried my landlord/property management agency would get back at me somehow	17%
The process is too intimidating	14%
I don’t have confidence that the process would work for me	13%
Base: All renters	n=1517

In terms of associated barriers to making a complaint, renters’ noted a range of factors. Previous experience of the complaints process can be a barrier to their likelihood of making a complaint in the future: a third (34%) of renters who had previously made a complaint said they were less likely to do so again in the future, the most common reason for this being that their previous complaint was not resolved (57%) (Table 3.12).

Table 3.12. Aspect of experience that made renters less likely to complain in future

[Q031]	Renters saying their experience made them less likely to complain in future
My complaint wasn’t resolved	57%
I wasn’t taken seriously	36%
I had problems with my landlord because of it	26%
It took too long to resolve	23%
It was more hassle than it was worth	20%
I had problems with my tenancy renewal because of it	18%
My complaint was resolved, but I wasn’t satisfied with the outcome	17%
My relationship with my neighbours was damaged because of it	14%
Don’t know	1%
Base: Renters whose experience made them less likely to complain in the future (Small base size)	n=68

3.4.2 Drivers to raising a complaint   

Renters were then asked the factors and motivators which might make them more likely to make a complaint. Nearly half (47%) of those with an issue with their property had not yet made a complaint. Of those renters, a third would be more likely to do so if their landlord could not evict (34%) or harass them (28%) as a result. A quarter (24%) would be encouraged to raise a complaint if the process was made easier, suggesting private renters require both reassurance of their rights and simplification of the complaints process (Table 3.13). These align with the previously identified barriers and suggest that addressing tenants’ fear of repercussions, while creating more accessible and transparent complaints systems, would increase reporting of property issues.

Table 3.13. Top 10 reasons that would encourage renters with an issue who haven’t already to make a complaint

[Q029]	Renters with an issue but have not made a complaint
If I knew there was no way my landlord could evict me as a result of my complaint	34%
If it was guaranteed my landlord couldn’t harass me a result	28%
If the process was made easier	24%
If I knew another resident or tenant had been successful with their complaint	23%
If it became more acceptable to make a complaint	23%
If there was a specific complaints service for private tenants (like an Ombudsman) that I could go to	22%
If I could speak to someone in person	21%
If the process was quicker	20%
If the process was made clearer	19%
If there was guidance to making a complaint that I could find easily	18%
Base: Renters with a current issue but have not made a complaint to either landlord or management agency	n=237

4. Key subgroups

4.1 Introduction to subgroup analysis

The following sections cover results among a number of demographic groups. The aim of this section is to explore the experiences of those that are arguably more vulnerable within the private rental sector, by acknowledging that not all renters will have the same experience and that personal factors can have a significant impact on their relationship with the sector.

Within these sections, references to these demographic groups being ‘more’ or ‘less’ likely to hold certain attitudes, perceptions or experiences reflects a comparison to their demographic counterparts, for example, disabled people vs. non-disabled people.

All the results in this section based on demographic subgroup differences reflect a statistically significant difference at a 95% confidence interval. As a result, we have not indicated significance at every data point reference in the commentary or in the tables, as we have done in previous sections of this report.

4.2 Disabled renters

Data shows that disabled private renters have a particularly difficult time within the private rental sector. Table 4.1 highlights these disparities in rental experiences between disabled and non-disabled tenants. Disabled renters report consistently higher levels of dissatisfaction across all measured aspects of renting, with 25% reporting negative experiences with the rental market overall compared to 16% of non-disabled renters. This pattern continues with property condition dissatisfaction (28% disabled/18% non-disabled) and dissatisfaction with landlord/agent services (26% disabled/17% non-disabled).

Table 4.1. Negative rental experience and dissatisfaction levels of disabled and non-disabled renters

[Q010, Q011, Q013]	Disabled renter	Non-disabled renter
Negative experience of the rental market	25%	16%
Dissatisfaction with their current property	28%	18%
Dissatisfaction with the service provided from their landlord/agent	26%	17%
Base:	n=269	n=987

In terms of the factors which contribute to their negative experience, disabled renters were less likely than non-disabled renters to agree that they feel safe and secure within the property (70% disabled/80% non-disabled), that the property has all necessary appliances to live comfortably (67% disabled/74% non-disabled), and that the landlord or agent thoroughly checks the condition of the property (46% disabled/56% non-disabled) (Table 4.2).

Table 4.2. Safety, amenities and property maintenance disparities between disabled and non-disabled renters

[Q011]	Disabled renter NET agree	Non-disabled renter NET agree
They feel physically safe and secure in the property	70%	80%
The property has all necessary appliances	67%	74%
The landlord/agent thoroughly checks the property condition	46%	56%
Base:	n=269	n=987

While disabled people were consistent with their counterparts in regard to having any current issues within the property (81% disabled/76% non-disabled), there were some specific issues which they are more likely to report. These issues were often more practical in nature and relate to some of the specific requirements that disabled renters might need in a property, such as those related to communal areas (23% disabled /17% non-disabled) entry or exits from the property (20% disabled/14% non-disabled) and broader concerns about building safety (17% disabled/11% non-disabled) (Table 4.3).

Table 4.3. The percentage of disabled and non-disabled renters with Current Issues

[Q016]	Disabled renter	Non-disabled renter
Issues with communal areas	23%	17%
Problems with neighbours	22%	14%
Issues with entry/exits	20%	14%
Concerns about building safety	17%	11%
Fire hazards	13%	8%
Base:	n=269	n=987

Broadly, disabled renters lacked confidence in the complaints process and were much less likely to demonstrate confidence in both their ability to find information about the complaints process (64% disabled/76% non-disabled), and to complain without facing negative consequences (55% disabled/66% non-disabled) (Table 4.4).

Table 4.4. Confidence gaps in complaints process between disabled and non-disabled renters

[Q021]	Disabled renter NET confident	Non-disabled renter NET confident
You can easily find out about the complaints process	64%	76%
You can complain without recourse/repercussion	55%	66%
You can complain without being labelled a difficult tenant	52%	63%
You will be treated fairly if making a complaint	58%	70%
Base:	n=269	n=987

In addition to lower confidence in the complaints process, disabled renters were more likely than non-disabled renters to agree their complaint will probably be ignored (50% disabled/38% non-disabled), or that they may be at risk of either eviction (58% disabled /47% non-disabled) or rental increase as a result of raising a complaint (56% disabled/ 48% non-disabled) (Table 4.5).

Table 4.5. Fears of negative consequences among disabled renters when making complaints

[Q024]	Disabled renter NET agree	Non-disabled renter NET agree
Their complaint will probably be ignored	50%	38%
They worry they may be at risk of eviction as a result	58%	47%
They worry they may be at risk of rental increase as a result	56%	48%
Base:	n=269	n=987

4.3 Renters with children in the household 

The experience of renters with children in the household was somewhat mixed.

They were more likely to report that the process of looking for a rental property is difficult (76% children in household/69% no children) (Table 4.6). Almost half (44%) disagreed that it is easy to find a rental property if you have children versus 35% of those without children in the household. They also perceived themselves to be more at risk of eviction (27% children in household/22% no children). 

Table 4.6. Agreement on if increased housing search difficulties for families with children

[Q008]	Children in household NET agree	No children in household NET agree
I find the process of looking for a new rental property difficult	76%	69%
Base:	n=595	n=922

Renters with children in the household were more likely than their counterparts to report having a current issue within their property (82% children in household/75% no children) and over half say the property issues go beyond wear and tear (56% children in household/48% no children). Renters with children in the household also appeared to have a slightly closer relationship with their landlord/agent (70%) compared to those without children in the household (65%).

They also reported higher confidence in the complaints process, namely that there is a formal complaints process to follow (76% children in household/66% no children), that they would be taken seriously if they made a complaint (73% children in household/68% no children) and that the complaints process would deliver a satisfactory response (67% children in household/61% no children).

Despite the higher confidence among renters with children in the formal complaints process, they demonstrated higher levels of concern about increased rent and/or the likelihood of eviction compared with their counterparts.

Data indicates that, while these renters were not necessarily afraid to raise issues with their landlord or agent, they were conscious of the possible negative consequences of doing so. This concern is supported elsewhere in the research, given that renters with children in the household are more likely (than those without) to have been served a Section 21 notice in the past (32% children in household/19% no children).

4.4 Financially vulnerable renters

4.4.1 Notes on analysis of financially vulnerable renters

Throughout this section, financially vulnerable renters are defined by those who meet any of the following criteria:

• Cannot always afford their bills or household expenses
• Manage to pay their bills or household expenses, but consistently struggle to do so
• Report being in, or recently being in, rent arrears at the time of the research

This definition was taken from metrics that represent both an immediate and severe risk to a person’s living circumstances.

By contrast, financially stable renters are therefore defined as those who:

• Can comfortably afford their bills or household expenses
• Can afford their bills or household expenses, only struggling from time-to-time
• Have never been in rent arrears

Later in this section, data will refer to financially vulnerable renters vs. financially vulnerable renters with children. Please note, these groups are not exclusive. The aim of this comparison is to report where financially vulnerable renters with children deviate from the broader financially vulnerable group. This decision was taken because broader analysis of those with children vs. without had already been undertaken and is detailed in the previous section of this report.

4.4.2 Financially vulnerable renters

Overall, financially vulnerable renters tended to have a more negative experience of the rental market generally (26% financially vulnerable/15% financially stable), and were more willing to tolerate housing that does not wholly meet their needs, compared to financially stable renters.

Financially vulnerable renters were more likely to strongly agree that there is a lack of properties within their budget, available in their area (50% financially vulnerable/41% financially stable) and were less confident that they could find a property which meets their needs (34% financially vulnerable/41% financially stable).

They were more likely to have had negative past experiences in finding a property than their financially stable counterparts, with over half of financially vulnerable renters (51%) strongly agreeing that looking for rental accommodation is stressful, compared to 42% of financially stable renters (Table 4.7).

Table 4.7. Financially vulnerable and financially stable tenants who strongly agree looking for rental property is stressful or difficult

[Q008]	Financially vulnerable	Financially stable
They find the process of looking for a rental property stressful	51%	42%
They find the process of looking for a rental property difficult	38%	31%
Base:	n=623	n=412

As a result of their perceptions and past experiences, financially vulnerable renters reported being more likely to stay in a property that does not meet their needs in order to avoid moving (54% financially vulnerable/36% financially stable).

In addition to the property not fully meeting their needs, financially vulnerable renters were more likely to experience a range of specific issues: 8 in 10 (83% financially vulnerable/74% financially stable) report a current issue with the property and are much more likely to report serious issues (69% financially vulnerable/58% financially stable) such as damp or mould; fire or electrical hazard; concerns about building safety; pests or vermin or insecure entry/exits.

Financially vulnerable renters also felt they have a poorer quality of service from their landlord or property agent (Table 4.8).

Table 4.8. Disparities in landlord/agent responsiveness based on renters’ financial vulnerability

[Q014]	Financially vulnerable NET agree	Financially stable NET agree
My landlord listens to my concerns	60%	76%
My agent listens to my concerns	55%	68%
When I contact my landlord they respond promptly	63%	77%
When I contact my agent they respond promptly	55%	68%
Base: Using landlord/agent for rent or repairs	n=467/248	n=282/181

Among financially vulnerable renters, fear of repercussions such as increased rent or eviction was understandably significantly higher than their financially stable counterparts (50% financially vulnerable/33% financially stable) (Table 4.9). They were more likely to feel concerned or uncomfortable about raising issues, and therefore deliberately avoid doing so (62% financially vulnerable/54% financially stable).

Table 4.9. Agreement levels of financially vulnerable and financially stable renters when raising property issues

[Q014]	Financially vulnerable NET agree	Financially stable NET agree
Deliberately avoid raising issues with landlord in case there are repercussions	50%	33%
Deliberately avoid raising issues with agent in case there are repercussions	46%	29%
Base: Using landlord/agent for rent or repairs	n=467/248	n=282/181

In addition to perceptions that raising a complaint may lead to serious repercussions, financially vulnerable renters were also less likely to state awareness or understanding of the complaints process more generally. In fact, over half (54% financially vulnerable/43% financially stable) reported little to no understanding of how to make a complaint. They were more likely to disagree that they know their rights when it comes to making a complaint (27% financially vulnerable/19% financially stable).

Perceptions of the complaints process were also more negative among the financially vulnerable group, who lacked confidence in the process overall compared to their financially stable counterparts (Table 4.10).  

Table 4.10. Financially vulnerable and financially stable renters who reported not being confident in making complaints

[Q021]	Financially vulnerable NET not confident	Financially stable NET not confident
There is a formal complaint process to follow	40%	26%
They would be able to find out how to make a complaint easily	37%	21%
There would be a satisfactory response to the complaints process	46%	34%
You can complain without fear of any retaliation/ recourse/ punishment	46%	34%
Base:	n=623	n=412

Financially vulnerable renters were less likely than their financially stable counterparts to be aware of the “How To Rent” guide (38% financially vulnerable/45% financially stable) or to claim to have visited the “How To Rent” website (73% of financially vulnerable /66% financially stable not visited website).

4.4.3 Financially vulnerable renters with children

Financially vulnerable renters with children tended to have a similar experience to the broader financially vulnerable groups. Data suggests, however, that those with children feel the negative impacts of their rental status more strongly and have deeper concerns about finding alternative accommodation.

They were more likely to report that the process of finding a rental property is both difficult (83% financially vulnerable/ 77% financially stable) and stressful (88% financially vulnerable/83% financially stable) (Table 4.11).

Table 4.11. Agreement level among financially vulnerable and financially stable renters on the property searching experience

[Q008]	Financially vulnerable with children NET agree	Financially vulnerable NET agree
Find searching for a property difficult	83%	77%
Find searching for a property stressful	88%	83%
Base:	n=623	n=252

They were more likely to disagree that it is easy to find a rental property if you have children (53% financially vulnerable with children/45% financially vulnerable).

Despite having a more negative experience with the rental market, financially vulnerable renters with children appeared much more engaged with the topic than the broader financially vulnerable group and displayed higher awareness of their rights as renters.

They demonstrated higher satisfaction (65% financially vulnerable with children/57% financially vulnerable) with the resolution of maintenance and repairs issues they receive from their landlord or property agent. They were also more likely to go directly to their landlord/agency for information with regards their tenancy (63% financially vulnerable with children/56% financially vulnerable).

In terms of renter rights, financially vulnerable renters with children were more likely to know a lot about Section 21 notice (13% financially vulnerable with children/10% financially vulnerable) and to have read the government’s “How To Rent” guide (45% financially vulnerable with children/38% financially vulnerable). They also had greater confidence that there is a formal complaints process to follow in the event they were to make a complaint (63% financially vulnerable with children/60% financially vulnerable).

5. Conclusions   

Experience of the private rental sector was mixed. While over half were broadly positive about their experience as a private renter, particular demographic groups appeared to have a more difficult time, such as women, 18-34 year olds, those from the C2DE socio-economic group, disabled renters, and financially vulnerable renters.

In terms of their current property, most agreed that they felt safe and secure and are able to have quiet enjoyment while living there. Six in 10 were satisfied with the condition overall, but half agreed the property has issues beyond wear and tear, the most significant / recurring being damp or mould.

Findings suggest that maintenance issues are seen as an accepted part of being a private renter. Three in 4 had a maintenance issue within the current property, varying in severity and with many experiencing multiple issues at any given time, particularly younger renters.

While not by huge margins, renters were consistently, statistically more positive about the service provided by landlords than property management agencies. This is true in terms of responsiveness generally, and maintenance issues. The difference in service likely reflects familiarity between tenant and landlord, compared to a property management agent who may be managing hundreds of properties at any given time.

While most reported having complained about these maintenance issues, satisfaction with the resolution is low. Confidence in a satisfactory outcome was relatively low and therefore complaints were perceived as too much hassle to be worthwhile. In addition to this, there were genuine concerns about rental increase or threat of eviction as a result of raising a complaint. Only half of renters reported knowledge of their rights, suggesting that they lack the understanding to challenge an unsatisfactory outcome as a result of making a complaint.

6. Glossary 

6.1 Glossary of commonly used terms within this report

Glossary term	Definition
Private rented sector	The private rented sector is a classification of housing in the UK, reflecting property owned by a landlord and leased to a tenant, meaning a part of the housing sector not managed by local authority or alternative housing providers. The landlord could be an individual, a property company or an institutional investor.
Private renter/tenant	Private renters (tenants) are those that rent a property from a landlord. They either deal directly with an individual landlord, or alternatively with a management company or estate agency caring for the property on behalf of the landlord.
Landlord	An individual or organisation that rents out a property under a lease or licence. In this instance, landlord refers to those operating within the private rental sector only.
Property management agency/agent	An organisation that manages a property on behalf of a landlord. The duties of a property management agency can vary depending on the level of service, though they are generally responsible for overseeing the day-to-day operations of a property such as collecting rent, handling repairs and managing property maintenance. An agent, therefore, is an individual who works for the property management agency.
Renters (Reform) Bill	A proposed piece of legislation that aimed to improve the private rental sector in the UK under the 2022 to 2024 Sunak Conservative government. The bill aimed to increase protections for private renters, including abolishing Section 21 or ‘no-fault’ evictions and reforming landlord possessions grounds. The legislation also aimed to introduce a new Private Rented Sector Landlord Ombudsman to provide fair and impartial resolution to tenant issues; allow tenants the right to request a pet in the property; make blanket bans on renting to tenants in receipt of benefits illegal and other changes to the private rental market. The bill was discontinued ahead of the 2024 General Election. Since then, the new Renters’ Rights Bill, was introduced to Parliament on 11th September 2024.
Section 21 notice	A legal document used by a landlord or property management agency to begin the process of evicting a tenant and ending an assured shorthold tenancy. Section 21 notices reflect instances in which the landlord wishes to take back possession of the property, despite the tenant not breaking the terms of the agreement.
No-fault eviction	Refers to the use of a Section 21 notice in order to evict a tenant without providing a reason for the eviction.
Section 8 notice	A legal document used by a landlord or property management agency to begin the process of evicting a tenant and ending an assured shorthold tenancy. Section 8 notices reflect legal grounds for possession on the part of the landlord, usually as a result of the tenant being in rent arrears.
How To Rent Guide/GOV.UK page	A government document that provides information and advice on the rental process in England & Wales. The guide can be found on the dedicated GOV.UK web page and is often also provided by landlord or property management agencies upon tenancy agreement. The guide covers topics such as rights and responsibilities, what to expect as a tenant and the complaints process.

6.2 Abbreviations used within this report

Abbreviation	Definition
SEG	Socio-economic grades (SEG). This is a classification grouping people based on their social and financial situation. Those in the ABC1 grouping are individuals in managerial, supervisory roles in their careers and students, while C2DEs includes skills, semi, and unskilled manual workers, as well as those who are retired.
NET	NET refers to the combining of answer codes from within the survey. This is commonly done for questions that employ rating scales. For example, the full set of answer codes may refer to: Strongly agree / agree / neither agree nor disagree / disagree / strongly agree. NET agree therefore, reflects the combined percentage of strongly agree and agree responses to show the total percentage who agree.

7. Appendix

Table 7.1 outlines the demographic sampling and weighting used for the research methodology, broken down by gender, age, socio-economic grade (SEG) and region.

Quotas	Category	Target per quota/weighting applied
Gender	Male	51%
	Female	49%
Age	18-34	51%
	35-54	35%
	55+	14%
SEG	ABC1	52%
	C2DE	46%
Region	North	25%
	Midlands	27%
	South including London	48%

Weighting derived from: Labour Force Survey, October – December 2022 / ONS Census 2021