Landlord complains about missing rent

All names have been changed to maintain anonymity.

A landlord, Marie, said that the letting agent she used consistently failed to forward rent received from her tenants in a timely manner.

Throughout 2023 and 2024, there were repeated rent transfer delays and in some months, rent was not transferred at all.

Marie provided a spreadsheet detailing overdue payments, showing continued late transfers over many months.

The letting agent did not provide any evidence showing that these funds had been transferred, nor any explanation for withholding them, such as deductions for repairs or fees.

Based on the evidence, the Ombudsman found that the letting agent owed Marie £5,890 in unpaid rent. This should have been transferred promptly in accordance with The Property Ombudsman Code of Practice.

The Ombudsman also noted that the letting agent did not cooperate with requests for a response to the complaint or provide its branch file.

Outcome

The Ombudsman upheld the complaint, identifying clear shortcomings in the letting agent’s service. An award of £6,490 was made: £5,890 for rent not passed on and £600 in compensation.