Why this answer
What actually matters
- Ordinary wear and tear is not tenant damage. The landlord must prove a genuine compensable loss and avoid betterment.
- Housing status and nation matter; check the linked guide for the exact rule and exceptions.
- Keep the statement and any notice or message as evidence if the dispute escalates.
Important nuance
When the statement may have a point
- Different rules can apply to lodgers, licences, devolved nations, specialist tenancies or genuine emergencies.
- The linked guide explains the main exceptions and the route for checking the specific facts.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Tenancy/occupation agreement and notices
- Dated photographs, repair reports and complaint correspondence
- Deposit or payment records
- Council/landlord/agent decisions and reference numbers
If they still refuse
Move the dispute forward.
- Use the problem-specific housing route rather than treating every issue as a generic complaint.
- Do not miss statutory review, tribunal or court deadlines while a complaint is running.
- Escalate urgent safety, illegal eviction or homelessness risks immediately.
Read the full rules