Since October 2014 letting agents and property managers are required by law to join one of the three government approved property redress schemes:
- The Property Redress Scheme
- The Property Ombudsman
- Ombudsman Services
This means that tenants, prospective tenants, and landlords dealing with lettings agents in the private rented sector; as well as leaseholders and freeholders dealing with property managers in the residential sector can complain to an independent person about the service received. This will make it easier for tenants and landlords to complain about bad service and prevent disputes escalating.
Making a complaint
Before you refer your complaint to a redress scheme, please ensure that:
- The firm is registered with a redress scheme (please check which scheme using the member search links below). If you find that they are not registered with a scheme, please let us know by emailing privatesectorhousing@norwich.gov.uk with the details of the letting agent or property manager such that we can take the appropriate action.
- You have written to the firm setting out your complaint.
- The firm should investigate your complaint within eight weeks. If eight weeks have passed and your complaint has not been resolved to your satisfaction you may refer your dispute to the relevant redress scheme.
- If the firm has written to you explaining that they have completed their investigations or you have exhausted their internal complaints procedure, you may now refer your complaint to the relevant redress scheme.
The Property Redress Scheme
The Property Ombudsman
Ombudsman Services – Property
