Landlord Viewing Script for England: What to Say and What Not to Say

Why Viewings Are Now a Compliance Risk

Property viewings used to be informal. You showed the flat, answered questions, and chose the applicant who seemed most reliable. Since 1 May 2026, that casual approach carries real financial risk.

Section 56 of the Renters' Rights Act 2025 makes it unlawful to invite, encourage, or accept rent above the advertised price. The prohibition does not only cover formal written offers — it extends to anything said verbally during a viewing that could encourage an applicant to bid higher. Local authorities can impose a penalty of up to £7,000 for a breach; a repeat breach of the same provision within five years can attract an additional penalty.

The viewing is the moment where landlords are most likely to breach this rule without realising it, because the old habits — mentioning competing interest, hinting at flexibility on price, casually floating a higher figure — can now lead to a civil penalty.

Phrases That Are Safe

Stick to factual, property-related information:

• "The rent is £1,400 per calendar month, as advertised."
• "The tenancy is a periodic tenancy — it rolls by rent period, such as weekly or monthly, with no fixed end date."
• "The property comes with [list included fixtures or appliances]."
• "I'll need to run a reference check, a credit check, and a Right to Rent verification before I can offer the tenancy."
• "There is a holding deposit of [one week's rent figure], which reserves the property while I run checks."
• "If you'd like to apply, I can send you the application form by email."

When an applicant asks about the process, walk them through the steps: application, referencing, holding deposit, agreement, security deposit, and first month's rent. This is practical information they need, and giving it upfront builds confidence.

Phrases That Trigger Penalties

Any statement that invites a higher offer, implies competition on price, or suggests the asking rent is negotiable upward is a problem:

• "We've had a lot of interest — you might want to put in a strong offer."
• "Another applicant has offered above the asking rent."
• "The asking rent is a guide — we're open to offers."
• "I'd prefer someone who can pay a bit more."
• "If you can stretch to £1,500 I'd be more inclined to go with you."

Even vague language counts. Saying "there are other people interested" during a viewing is not illegal on its own, but if it is followed by the applicant increasing their offer, the local authority can treat the comment as encouragement and issue a penalty.

What to Do When an Applicant Offers More

It will happen. An applicant walks through the flat, likes it, and says: "I'd be happy to pay £1,600 if it helps secure it."

Your response: "Thank you, but the rent is £1,400 per calendar month as advertised. I can't accept more than that — it's a legal requirement. If you'd like to apply at £1,400, I'll send you the application form."

Do not negotiate. Do not acknowledge the higher figure as an advantage in the selection process. If you later choose this applicant, the rent on the agreement must be at or below the advertised price.

Write down the exchange — date, time, the applicant's words, and your response. If the local authority investigates, that contemporaneous note is your evidence that you declined the overbid correctly.

Running the Viewing for a Letting Agent

If you use a letting agent for viewings, a local authority may impose a penalty on the landlord, agent, or both, depending on who it finds responsible for the breach. A verbal bidding prompt from the agent can expose the landlord to a penalty if the landlord is found responsible.

Before the first viewing, give your agent written instructions: the advertised rent is the ceiling, overbids are to be declined on the spot, and no remarks about competing offers. A written instruction records the steps you took to prevent a breach. The local authority decides who was responsible and sets any penalty based on the evidence.

The Advertising and Choosing Tenants in England guide includes an Agent Instruction Form and a Viewing Response Log designed for exactly this scenario — a written compliance brief for your agent and a record of every viewing interaction.

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