In 2022, we launched a pilot redress scheme for complaints about landlords, in partnership with the NRLA
In 2022, the Government announced its intention to introduce mandatory landlord and tenant redress in the private rented sector, bringing landlord-managed tenancies in line with those managed by an agent.
Last year we launched a redress scheme for complaints about landlords, in partnership with the National Residential Landlords Association (NRLA). It is available to all NRLA members, over 4,000 of whom have signed up to offer the service to their tenants voluntarily.
This pilot offers all of the benefits of independent dispute resolution for no additional cost, while giving NRLA members the opportunity to directly shape future government regulation of the sector.
We can resolve complaints related to the NRLA Code of Conduct which covers the following four areas:
Marketing a property
Creating a tenancy
Maintaining a tenancy
Ending a tenancy
In 2022 we dealt with 119 complaints. Not all were covered by the pilot as many related to landlords who are not NRLA members or were about letting agents. In all cases where we were not able to intervene, we signposted the complaint and landlord to alternative sources of redress and advice.
The top cause of complaints received was disrepair and fitness for habitation (over 60%) followed by poor communication (11%), failing to treat tenants with respect (12%), and complaints about the ending of a tenancy or seeking possession. Almost 20% of disputes related to tenancy deposit disputes.
The NRLA believes that alternative dispute resolution has a significant role to play in smoothing complaints handling between landlords and tenants and reducing our reliance on costly and time-consuming court processes to resolve issues. We welcome the PRS’ expertise in providing a valuable tool for finding alternative ways to resolve disputes and improve the reputation of private renting.
