Since 2014, anyone in England doing lettings agency work or property management work must belong to a government-approved redress scheme. There are two: The Property Ombudsman (TPO) and the Property Redress Scheme (PRS). Local authorities enforce the requirement and can impose a penalty on an agent who isn't a member.
What the schemes expect of you
Both schemes expect members to:
- have a written in-house complaints procedure and follow it;
- give the complainant a final response that sets out your position;
- tell the complainant they can refer the complaint to the scheme, and how.
Each scheme sets its own rules on how long you have and when a complainant can refer a complaint to it. Typically, a complaint can go to the scheme once you've issued your final response, or if a set period (commonly eight weeks) has passed without one. Complainants usually then have a time limit to refer it. Check your scheme's current terms and put the timescales into your procedure.
What the schemes look at
A redress scheme generally looks at whether you acted fairly and in line with its code of practice, not only whether you broke the law. It can make awards and direct you to take action. In practice, cases often turn on:
- whether each point in the complaint was answered;
- whether promises were kept and deadlines met;
- whether records support what you said;
- whether the complaint was handled promptly and courteously.
How to make a referral less likely
Most of this is covered in how to respond to a tenant complaint: acknowledge quickly, separate and answer every issue, check the law before you cite it, work from records, and explain the next step clearly.
Tenants and landlords
A new landlord redress scheme (a private rented sector ombudsman) is being introduced under the Renters' Rights Act 2025. It's separate from the agent schemes above, and its commencement is being phased in; check current government guidance for dates.
Casebriar separates a tenant complaint into its issues, checks the legal claims it covers against legislation.gov.uk and lists the records you’ll need. It’s in a free pilot with letting agents in England.
Join the pilot