All letting agents in England must belong to a redress scheme. Complain to the agent first, then to the scheme. Here is how, and where we fit in.
Direct answer
Every letting agent in England must belong to a redress scheme. If your agent is not doing repairs, complain to them in writing first. If they do not put it right within 8 weeks, you can complain to the redress scheme, free. We do not handle agent complaints, but if your landlord (through the agent) has left your home in disrepair, that part is us. Call us free on 0800 030 4669.
The two redress schemes
Every letting agent in England must be a member of one of these schemes:
- The Property Ombudsman (TPO), at tpos.co.uk
- Property Redress Scheme (PRS), at theprs.co.uk
The agent must tell you which scheme they are in. It is usually on their website or in their paperwork.
How to complain
- Write to the letting agent and use their formal complaints process. Keep a copy.
- If they do not give a final response within 8 weeks, or you are not happy with their answer, go to their redress scheme.
- The redress scheme is free to use and can order the agent to put things right.
If the home is in disrepair
The letting agent is the messenger. The landlord still has to keep the home in repair under Section 11 of the Landlord and Tenant Act 1985. If they ignore it, you may have a disrepair claim. See can I claim against a private landlord. Call us free on 0800 030 4669.
Free call: 0800 030 4669 | Start your claim
Sources
- Tenant Fees Act 2019 (legislation.gov.uk)
- Landlord and Tenant Act 1985, Section 11 (legislation.gov.uk)
We review every guide at least twice a year and update it when the law changes. If you spot something out of date or wrong, email help@supportfortenants.co.uk.
Reviewed against current housing law for England and Wales as at 26 May 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.
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