Property redress scheme
An independent complaints scheme that letting and managing agents in England must belong to, so landlords and tenants can complain about them free of charge.
In short: A property redress scheme handles complaints against letting agents and property managers when the agent has not resolved them. Every agent in England doing lettings or management work must belong to a government-approved scheme. The two approved schemes are The Property Ombudsman and the Property Redress Scheme.
England. Checked against the law on 5 October 2026. Information, not legal advice.
The requirement is in section 83 of the Enterprise and Regulatory Reform Act 2013 and the Redress Schemes for Lettings Agency Work and Property Management Work Order 2014. Councils can fine an agent that is not a member up to £5,000.
How a complaint usually works:
- Complain to the agent first and use its complaints process.
- If it is not resolved (or after the time the scheme sets), take it to the agent's redress scheme.
- The scheme can order an apology, action or compensation.
This is separate from the landlord ombudsman the Renters' Rights Act creates, which will cover private landlords themselves.
Read more: Self-managing versus using an agent: what you actually do
Related: Letting agent, Private Rented Sector Landlord Ombudsman
Where this comes from
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