Unprofessional handling of tenancy renewal and poor communication
We were model tenants. Rent was always paid on time, we never caused issues, and the property was kept in immaculate condition throughout the tenancy.
Unfortunately, renting a property managed by Yasmin at Glenfield Property Management was one of the most stressful and disappointing renting experiences I’ve had, despite having rented multiple properties over the years.
From routine inspections through to the tenancy renewal process, communication was consistently unprofessional and unnecessarily confrontational. As we approached the end of our 12-month fixed term, we were contacted about re-signing for a further 12 months. We explained that we wished to remain in the property on a monthly rolling (statutory periodic) tenancy, which is our right under the Housing Act 1988.
When I asked for a short period of time to understand my rights properly, I was dismissed and told I was “confused with the Australian model,” rather than being given clear and accurate information. Over the following weeks, we experienced repeated pressure to re-sign, were given arbitrary response deadlines, and were told that if we did not enter into a new fixed-term agreement the property would be re-listed.
This created significant stress and uncertainty. We had no intention of leaving the property, but the manner in which the renewal was handled ultimately left us feeling that remaining was no longer viable.
The issues continued at the end of the tenancy. The check-out inventory contained multiple inaccuracies, which required repeated challenges. Despite making reasonable attempts to resolve matters amicably, we were unable to reach agreement. I referred the deposit dispute to the Tenancy Deposit Scheme (TDS), which ruled in our favour after the agent did not submit evidence within the required timeframe (no surprise.)
Separately, I raised a complaint with the Property Redress Scheme regarding the handling of the tenancy renewal and the standard of communication. That complaint was upheld, compensation was awarded for poor communication, and the matter is now formally recorded against Glenfield.
Even after this outcome, the final correspondence I received from Yasmin was dismissive and inappropriate, reinforcing the same lack of professionalism experienced throughout the tenancy. There has been no acknowledgment of fault or reflection on how the situation was handled.
Managing agents have a responsibility to understand tenant rights and communicate them accurately and professionally. A pressure-driven approach benefits no one and, in our case, resulted in the landlord losing reliable long-term tenants.
Situations like this highlight why upcoming Renters’ Rights reforms are needed, particularly around renewal practices and the balance of power between agents and tenants. Clearer standards and accountability would help prevent tenants being placed under avoidable pressure.
I would strongly encourage tenants to understand their legal rights and to ask for clarity in writing during renewal discussions.
