Property and Homes

Redress scheme update for private landlords

A redress scheme is an independent body set up to resolve complaints made by consumers against a member of the scheme. From 1 October 2008, every person in England who engages in estate agency work (property managers and letting agents) must be a member of an independent approved redress scheme. Private landlords can also join a redress scheme should they wish to do so, however, this is not a legal requirement.

There are only three redress schemes that an agent can join. They are:

How does it work?

The scheme allows consumers to escalate a complaint they have against a member of the scheme. The main aim is to resolve or settle unresolved complaints from consumers who have suffered a loss as a result of the actions of the member of the scheme. Redress schemes can order their members to pay compensation, with the threat of expulsion if the compensation is not paid.

What is the update for Private Landlords?

In January 2019 the Communities Secretary announced that all private landlords would be legally required to join a ‘housing redress scheme’ but since then there has been no sign of detailed proposals, however, in January 2020, the Government confirmed that leaseholders would be benefitting from a redress scheme, and as recently as March 2021 the current Housing Secretary, Robert Jenrick, stated in a speech to the National Housing Federation Summit that “tenants should be able to seek redress in a reasonable time without an uphill struggle and know that they will be heard”.

To this end, they have partnered up with the Property Redress Scheme and more recently The Dispute Service to set up a pilot scheme for their members. The scheme which will be free to NRLA members will provide a route for tenants to have their unresolved complaints dealt with by an independent third party in a confidential and non-confrontational process.

How can Property and Homes Management help Private Landlords with the scheme?

Our platform is all about helping landlord manage their properties more efficiently when it comes to repair and maintenance issues. By using our self-management service, landlords are able to act quickly when dealing with repair requests from their tenants, which in turn will help to reduce the need for the tenants to make complaints.   

By also keeping a track of the repair logs, a landlord can use our service to show a clear history of their dealings with tenant repair requests.

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