What legislation they must comply with, how to make a complaint or resolve a dispute with a property agent.

Legislation letting agents and property managers must comply with

Letting agents and property managers must comply with certain legislation, including, but not limited to:

If a letting agent or property manager doesn't comply with the law, they can face:

  • a financial penalty (fine)
  • enforcement action, including prosecution

Make a complaint about a letting agent or property manager

In England, letting agents and property managers must belong to a redress scheme for dealing with complaints in respect of their work. In Wales, membership is required as part of Rent Smart Wales registration. You can find more information on what applies in your area from your local trading standards service.

Find out which scheme your agent belongs to by visiting:

If you want to make a complaint about a letting agent or property manager, you should contact them first. They should have their own complaints procedure in place to deal with your issue.

Citizen's Advice have some useful tips on how to complain about your letting agent.

Make a complaint to the redress scheme

If your letting agent or property manager doesn't resolve your complaint, you can contact:

Your letting agent or property manager doesn't belong to a redress scheme 

Your letting agent or property manager may not be a member of a redress scheme, because:

  • they don't have to be a member, for example, they don't deal with residential property, or
  • they're trading illegally, in breach of their legal obligation to belong to a redress scheme 

If your letting agent or property manager isn't a member of a redress scheme, there may be other organisations and trade associations that can help you.  

You can: 

Resolve a dispute with a letting agent or property manager 

If you need to resolve a dispute with a letting agent or property manager, you could use Alternative Dispute Resolution (ADR).
ADR is a way of resolving disputes without going to court, for example, mediation.

For more information on ADR, visit:

Report a letting agent or property manager

If you want to report a letting agent or property manager, you can:

Contact the housing or environmental health teams of your local authority to report issues around:

  • property disrepair
  • harassment
  • illegal eviction
  • property licensing issues

Inform NTSLAT of any issues

We welcome all information about trading practices relating to letting agents and property managers. Contact us to let us know of any issues you have.

However, we do not: 

  • give consumer advice about individual cases 
  • become involved with disputes or complaints against businesses

We won't use your details unless you agree that we can.