Executive summary

In the LEASE 2025-26 chair letter, the Minister for Housing, Communities and Local Government commissioned LEASE to take on a new role, “leading the effective coordination of the redress landscape” and “working with redress providers to find ways to add value to the consumer journey”. In response, throughout 2025, LEASE drove a targeted programme of research and engagement with leaseholders and the sector to inform action.

We are very grateful for the input of the redress stakeholder groups who helped feed into this project and the leaseholders who provided us with information on their experience of redress.

One of the key outcomes of this phase of the project is mapping the very complex redress landscape for the first time.

In doing so, we have identified ​some clear issues where the current system does not work effectively for leaseholders, or where leaseholders do not have satisfactory access to free or affordable support that they need to enforce the most essential and common leaseholder rights.

LEASE will use the findings of this project to work with the sector to develop practical and effective tools to improve the redress journey for consumers. However, this does not preclude the need for wider, more structural reform to ensure there is suitable redress in place for all leaseholders and that the relevant bodies have the powers and resources in place to enforce decisions.

1. The current redress system is complex, which can deter leaseholders from following up on complaints.
2. Leaseholders need better information and support to escalate complaints against their managing agents.
3. The remit of organisations in the redress system is not intuitive to leaseholders who expect to deal with their multifaceted issues in one place.
4. Forms of alternative dispute resolution could be utilised more.
5. The redress system could be more effectively joined up to support consumers.

• New content in 2026 covering areas where guidance is not clear, including on alternative dispute resolution and navigating the courts and tribunals.
• Continued collaboration with the sector to agree shared messaging for consumers to create a more joined-up approach and establish customer expectations.
• Development and mainstreaming of tools to make it easier for leaseholders to access relevant information on their property and routes to redress.
• Continued engagement with the Ministry of Housing, Communities and Local Government on reforms, ensuring the leaseholder perspective is heard and central to upcoming decisions and reforms.