Contacting the RTB, what to expect is a common question for tenants and landlords facing a disagreement about a tenancy. The Residential Tenancies Board provides information and dispute resolution services, but it does not replace independent legal advice for complex cases. This guide explains the usual process, the documents to prepare, what can happen at mediation or adjudication, and how issues such as rent increases, deposits and student accommodation may be considered. Rules and procedures can change, so check the latest information on rtb.ie and act promptly if a deadline applies.
What happens when you contact the RTB
The first step is usually identifying whether you need general information or want to start a formal dispute. The RTB can provide guidance about tenancy rules, registration and available dispute resolution routes, but an information officer does not normally decide the facts of your case during an initial contact. You may be asked for basic details about the tenancy, such as the property address, the names of the parties, the date the tenancy began and the nature of the disagreement. Keep your explanation factual and focused on the action you want to understand or take.
If the matter cannot be resolved directly, the RTB dispute resolution service is generally the standard route for a landlord and tenant disagreement. Depending on the circumstances and whether both parties agree, the process may involve mediation or proceed to adjudication. A formal application normally requires details of the parties, a description of the dispute and supporting material. Check the current application process, fees if any, time limits and available remedies directly with the RTB because these details may depend on the type of case and can change.
The RTB dispute resolution process is separate from an initial telephone or online enquiry. Contacting the RTB does not automatically cancel a notice, stop a rent review or guarantee that a deposit will be awarded to either party. If you have received a notice of termination, a rent increase notice or another document with a deadline, record when it arrived and ask promptly how the applicable time limit works. Do not ignore the document while waiting for a response, and consider speaking to a solicitor if the consequences are serious.
How to prepare before making an RTB application
Good preparation makes it easier to explain the dispute and helps the decision-maker distinguish evidence from assumptions. Start with a short timeline showing when the tenancy began, when important events happened and when each party communicated with the other. Include dates for rent payments, inspections, repair requests, notice documents and the end of the tenancy where relevant. Keep the timeline neutral, because a clear sequence of events is often more useful than a long account of every disagreement.
Collect documents that relate directly to the issue. These may include the tenancy agreement, rent records, bank statements, receipts, photographs, inventories, inspection reports, emails, text messages and copies of notices. If a message is important, preserve the full conversation and its date rather than supplying an isolated screenshot that lacks context. Organise files by subject and use clear names, such as rent records, notice documents or deposit evidence, so that you can locate them quickly.
Your evidence should prove the key facts in dispute, not simply show that the tenancy was difficult. For example, a tenant challenging a proposed rent change may need evidence of the existing rent, the date and wording of the notice, comparable information where relevant, and any issue concerning the property's location or status. A landlord responding to a deposit claim may need records showing the property's condition at the start and end, invoices or estimates for work, and communications giving the tenant an opportunity to address a problem. Avoid altering original documents, and explain any gaps instead of guessing.
Mediation and adjudication explained
Mediation is intended to help the parties reach their own agreement with the assistance of an impartial mediator. The mediator does not generally impose a decision, and the discussion may focus on practical solutions such as payment arrangements, repairs, access, a move-out date or the return of some or all of a deposit. A settlement should be read carefully before it is accepted, particularly where it includes deadlines, releases or an agreement that the dispute is fully resolved.
If mediation does not take place or does not resolve the issue, the case may proceed to adjudication where that route is available. An adjudicator considers the parties' submissions and evidence, applies the relevant tenancy rules and issues a determination. The parties may have an opportunity to respond to the other side's account, but they should not assume that every document will be considered if it is submitted late or outside the stated procedure. Follow the instructions in the case correspondence and keep proof of anything submitted.
During either route, concentrate on the remedy sought and why the evidence supports it. A tenant might request repayment, an order concerning a notice or another remedy available under the legislation, while a landlord might seek rent arrears, compensation or confirmation of an alleged breach. The outcome depends on the evidence and the applicable tenancy rules, not on which party gives the longer description of events. A determination may also be subject to further steps or review rights, so read the decision and accompanying guidance carefully rather than assuming the process ends with an informal conversation.
Rent increases deposits and student accommodation
Rent increase disputes often turn on the property's status, the date of the proposed review, the wording and service of the notice, and whether the amount was calculated under the rules applying at that time. The phrase Rent increase notice period explained is useful when researching the issue, but an online summary may not reflect later legislative changes or special provisions. Check the current RTB guidance for the required notice method, information that must accompany a rent review and any restrictions applying to the dwelling. Keep paying the rent that is properly due unless you have obtained specific advice, because withholding rent can create a separate dispute.
Getting your deposit back after moving out usually depends on whether the landlord alleges rent arrears, unpaid bills, damage beyond ordinary wear and tear or another legitimate deduction. Before leaving, ask for a final inspection where practical, return keys, provide a forwarding address and keep photographs showing the condition of the property. A landlord who proposes a deduction should be asked for a clear explanation and supporting records, but a disagreement should be taken through the RTB process rather than dealt with by threats, lock changes or self-help measures.
Student accommodation and rent pressure zones can involve different questions depending on whether the accommodation is a standard private tenancy, purpose-built student accommodation, a licence arrangement or another form of occupation. The contract, the type of provider, the property and the date of the relevant event may all affect which protections and dispute routes apply. Check the tenancy category and current RPZ rules before relying on a general article about rent caps, notice periods or renewal rights. Students should keep their booking terms, payment records and communications with the provider, and seek prompt guidance if an academic term deadline makes the dispute urgent.
Common mistakes when contacting the RTB
One common mistake is sending a general complaint without stating what happened, what document is being challenged and what outcome is sought. Another is mixing several unrelated disputes into one account, making it difficult to identify the legal issue. Use headings or a numbered list for separate points, attach only relevant evidence and explain any important document in one or two sentences. If you are responding to an application, answer each allegation directly rather than relying on a previous email that may not be included in the case file.
People also sometimes assume that contacting the RTB automatically protects them from a deadline. It does not necessarily extend the time for responding to a notice or starting a dispute. Do not ignore a notice of termination, demand for rent, proposed rent review or RTB correspondence while waiting for general information. Confirm the relevant deadline as soon as possible, keep evidence that you submitted material and obtain legal advice where the issue involves homelessness risk, substantial money, discrimination, complex ownership arrangements or a possible appeal.
The safest approach is to avoid retaliation and self-help remedies while the issue is being considered. A tenant should not deliberately stop paying rent or abandon agreed obligations simply because a landlord may have acted incorrectly. A landlord should not remove belongings, disconnect services or change locks because rent or a notice is disputed. Use the formal RTB route and keep communicating in writing, while making clear that any payment or practical arrangement is not intended to abandon your position unless you have taken advice and understand its effect.
Key Takeaways
Contacting the RTB, what to expect will usually involve an initial information enquiry followed, where appropriate, by a formal dispute resolution application. The RTB can explain its procedures and consider a dispute through the available process, but it does not provide a guaranteed result and cannot determine a case simply because one party believes the other acted unfairly. The strength of the case will depend on the relevant tenancy rules, the facts and the evidence supplied by both sides.
Before contacting the RTB, create a timeline, collect the tenancy agreement and payment records, save communications and identify the precise remedy you want. Check current guidance on rtb.ie for application procedures, time limits, fees, notice requirements and rules applying to rent increases or particular types of accommodation. If the situation is urgent or legally complicated, contact a solicitor or an appropriate tenant or landlord advice service as well.
In short, respond promptly, keep communications factual and do not ignore formal documents. Whether the dispute concerns a notice, rent, repairs, a deposit or student accommodation, the RTB dispute resolution service is generally the appropriate formal path rather than withholding rent or taking other unilateral action. Current RTB guidance and timely evidence are essential because rules and procedures can change, and a general explanation cannot decide the outcome of an individual tenancy.