Redress schemes provide a free, independent service for resolving disputes between tenants and letting agents. Decisions made by redress schemes are binding on both parties.
Letting agents are legally required to belong to a government-approved redress scheme. The approved redress schemes are:
We can issue a fine of up to £5,000 to letting agents who have not joined a scheme.
When you rent a property from a letting agent, or if you are considering doing so, ask them which scheme they belong to.
If a person lets property on behalf of someone else, then they must join a redress scheme.
What you can complain about
You can complain to a redress scheme about problems including:
- lack of transparency about fees you may have to pay
- inaccurate property descriptions
- disputes about holding deposits
- inaccurate charging
- not passing rent onto the landlord
- slow or poor service
You can also complain if your letting agent breaches the redress scheme’s code of conduct or does not have a complaints procedure.
When to complain
You can complain to a redress scheme if your letting agent does not resolve an issue within eight weeks, or if you are unsatisfied with their response.
You must complain within the time limit set by the redress scheme.
Alternatives to the redress scheme
If you do not want to use the redress scheme, you can take alternative action including:
- reporting the problem to us
- complaining to the letting agent’s professional association, if they are a member of one
- taking the letting agent to court to claim compensation
