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).