Using a redress scheme to resolve an issue with a property manager

A redress scheme is a system that offers a free, independent resolution to complaints about the service you’ve received from a property manager such as a managing agent, local authority or housing association.

It can be a good way of resolving some types of complaints, but it’s important to understand what redress schemes can and cannot help with and whether it’s the right option for your issue.

You may be able to use a property redress scheme if:

• your property manager is a managing agent or a social housing landlord such as a local authority or housing association
• your issue is about poor customer service
• you have already tried to resolve the problem directly with the property manager

In England, any person or organisation that manages property on behalf of someone else must be a member of a redress scheme.

In Wales, joining a scheme is voluntary.

The government approved redress schemes are:

• The Property Ombudsman (TPO)
• Property Redress
• The Housing Ombudsman Service (for social housing landlords in England)
• The Public Services Ombudsman for Wales

Some types of property manager do not need to belong to a scheme, including:

• private landlords (freeholders)
• right to manage (RTM) companies
• share of freehold companies
• residents’ management companies

Issues a redress scheme can consider

A redress scheme can deal with complaints against members about things like:

• poor communication
• unnecessary or avoidable delays, including to transactions
• failure to explain issues
• poor complaint handling
• unfair treatment
• failure to follow proper procedures

Issues a redress scheme cannot consider

A redress scheme cannot help with:

• complaints about any organisation that is not registered with the redress scheme
• deciding if service charges are reasonable
• arranging repairs

Find out which redress scheme the property manager belongs to

The property manager’s complaints process will usually say which scheme they belong to. If you’re not sure, you can ask the property manager, or check the membership lists for:

• The Property Ombudsman
• Property Redress

Use the scheme’s online complaint form

The redress schemes each have an online complaint form:

• The Property Ombudsman
• Property Redress
• The Housing Ombudsman Service
• Public Services Ombudsman for Wales

You will need to give information about the issue including:

• a timeline of the issues
• the complaint you’ve submitted to the property manager’s complaint scheme
• relevant communications such as emails or letters
• other supporting evidence, such as time-stamped photos, invoices and receipts
• your details

How long it takes to resolve a complaint can vary. Property Redress takes an average of 40 days to give a decision. The Property Ombudsman usually takes 90 days, but currently has a waiting time of up to 6 months to review complaints.

If the redress scheme agrees with your complaint, they could:

• require the member to apologise or provide an explanation
• require the member to improve how they work or take steps to put things right
• order compensation – usually between £100 and £400

The redress scheme can expel a member if they do not comply with a decision. The organisation would not be able to rejoin until they comply, and if no scheme will accept them as a member they could not legally operate.

The scheme’s decision is binding on you and the property manager, but if you’re unhappy with the decision you may have other options such as going to court.

If your issue is not suitable for a redress scheme, or if you’re not happy with the outcome of your complaint, you might need to try other ways to resolve the dispute, such as legal action.

Find out more about steps you can take to resolve a dispute with a landlord or managing agent.