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Renters need a simple way to complain about their homes, Citizens Advice says

25 January 2019

We helped private renters with 14,000 issues about repair and maintenance in the last 12 months. It is the biggest problem we see among private renters.

Gillian Guy, Chief Executive of Citizens Advice, said:

“People who rent shabby or unsafe homes face a risky, costly and complicated process when they want to complain.

“This single portal for renters to solve their problems - which landlords must legally join - is great news.

“However, it’s important the Housing Complaints Resolution Service is free, easy to navigate and protects renters from ‘revenge eviction’ if they complain.

“We look forward to working with the government to make sure this service is fit for purpose and is legislated for as soon as possible.”

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.