Letting agent or property management company redress scheme

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How to complain about the service you have received from your letting agent or your property management company


The Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc)(England) Order 2014


The Order makes it a legal requirement for all letting agents and property management companies in England to join one of the two Government approved redress schemes. This means that tenants, prospective tenants, landlords dealing with letting 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.

The two approved redress schemes are:

The requirement to belong to a scheme for letting agents and property management companies in the Tonbridge & Malling area is enforced by the Private Sector Housing team at the Council. If a person engaged in letting agency or property management work has failed to join one of the two schemes and is not exempt from the requirement, it may result in a fine of £5,000.

Further information and guidance can be found at https://www.gov.uk/government/publications/lettings-agents-and-property-managers-redress-schemes

How to complain

Anyone who feels they get a poor deal from their letting agent or their property management company can take their complaint to the appropriate redress scheme, and could receive compensation.

Ask your letting agent or property management company which of the two redress schemes they have registered with and contact the appropriate redress scheme. If they will not advise you which scheme they are registered with please contact the Private Sector Housing Team privatesectorhousing@tmbc.gov.uk or on 01732 876395.