Tenants and landlords can complain to an independent redress scheme if a letting agent doesn't resolve their complaint about its service. It is a legal requirement for all lettings and property management companies to be a member of a redress scheme.

The schemes

There are two government approved redress schemes:

Complain about your letting agent

The redress schemes provide a free independent service for resolving disputes between letting agents and tenants or landlords.

Letting agents must cooperate with any investigation and the decision made by a redress scheme is binding on all parties.

Visit the Shelter website for information on how to find and complain to your letting agent's redress scheme.

Reporting your agent if they're not registered

If your letting agent isn't registered with a redress scheme you can report them to the Trading Standards team on 020 7926 5000 or email tradingstandards@lambeth.gov.uk.

How does the scheme affect letting and managing agents?

If you're providing lettings or management services in the course of your business it is likely that you will need to register with a government approved redress scheme.

You can find more information on this by reading the government's guide on redress schemes.

Penalties for failing to join

We have legal powers to enforce this act where an agent is identified as not belonging to a scheme.

Fines of up to £5,000 can be imposed on non-compliant agents.