What is a Property Redress Scheme?

If you're renting or managing property in the private sector (as a tenant, landlord, leaseholder, or freeholder), and you're dealing with a letting agent or property manager, they must be part of a government-approved redress scheme. This has been a legal requirement since October 2014. These schemes help resolve complaints about poor service without going to court.

The three approved schemes

Letting agents and property managers must be registered with one of these:

  • the Property Redress Scheme
  • the Property Ombudsman
  • Ombudsman Services – Property

How to make a complaint

Before contacting a redress scheme:

  1. Check if the firm is registered with one of the schemes
  2. Write to the firm with your complaint.
  3. The firm has 8 weeks to respond and try to resolve it.
  4. If you're not satisfied after 8 weeks, or they say they've finished investigating, you can escalate the complaint to the redress scheme.

If the firm isn't registered, you can report them to us at: privatesectorhousing@norwich.gov.uk 

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