International students let down by letting agents

What happened?

Two international students moving to London for university arranged to rent a flat through a letting agent. They were told it would be ready on 21 September, so they booked their flights and made plans around that date.

Just a week before they arrived, the agent delayed the move-in date. The date changed several more times, and the students were left urgently trying to find somewhere else to stay. They ended up spending over £2,400 on temporary housing and storage.

The letting agent’s view

The agent said repairs were needed after the last tenants left the flat in poor condition. They also said they weren’t responsible for the costs, as the tenancy agreement wasn’t officially signed until 2 October.

What the investigation found

• The agent had arranged the tenancy knowing that extensive works were needed at the property.
• The letting agent arranged the move‑in date before confirming a realistic repair schedule.
• Delays were worsened by poor communication; notifications arrived late or only after the tenants discovered changes themselves.
• Despite knowing the students couldn’t easily secure alternative housing, the agent offered no assistance or genuine options to help their situation.

The outcome

The students were awarded £2,419 to cover the extra costs they faced.

What we can learn

Letting agents must treat tenants fairly. Even when delays happen, clear communication and practical help can make all the difference and avoid costly complaints.