Almost half of all private renters (48%) have experienced rule-breaking behaviour by letting agents in the past three years, according to Citizens Advice, with some tenants left waiting days for urgent repairs while others were charged fees they should never have paid.

The charity’s latest research paints a bleak picture of the private rented sector, finding that the equivalent of nearly four million renters who dealt with a letting agent encountered practices that may have breached existing rules.

The findings come at a time when tenants are already facing record-high rents, with many forced to cut back on essentials or borrow money simply to keep a roof over their heads.

Among renters who reported emergency issues such as gas leaks, dangerous electrics or broken front doors, more than two-thirds (68%) said they waited longer than 24 hours for action from their letting agent. More than a quarter (29%) said urgent repairs were never resolved at all.

Citizens Advice also highlighted cases where renters were told they had to use zero-deposit schemes to secure a property, despite this not being a requirement, while others reported being charged prohibited inventory-related fees. Problems continued after tenancies ended, with more than half of renters waiting longer than two weeks to receive some or all of their deposit back.

The charity warned that poor service and weak enforcement risk undermining the government’s Renters’ Rights Act, arguing that stronger action will be needed if the reforms are to deliver meaningful improvements for tenants.

Tom MacInnes, director of Policy at Citizens Advice, said: “Private renters are forking out more than ever to put a roof over their heads, and in return they get a rock-bottom service from letting agents.

“Nobody should be left to live in dangerous conditions for days, have to fight for money they’re owed or be charged illegal fees. But our advisers are helping tenants with these kinds of problems regularly.

“The new Renters’ Rights Act is a huge moment for private tenants – a reform Citizens Advice has long campaigned for. But this landmark legislation will only deliver its true potential if the government holds letting agents to account with better regulation and tougher enforcement of the existing rules.”