How to Complain About a Managing Agent — Landlord Rights and Escalation Routes

Regulation of Letting Agents

Since October 2014, all letting agents and property managers in England are required to:

1. Belong to a government-approved **client money protection scheme** (CMP): protects landlord and tenant funds

2. Belong to a **property redress scheme**: provides an independent complaints resolution service

3. Display their fees transparently

The two approved redress schemes are:

• **The Property Ombudsman (TPO)**
• **Property Redress Scheme (PRS)**

You can check which scheme your agent belongs to on their website or by searching the scheme’s registers directly.

Common Grounds for Complaint

• Failing to pay over rent received from tenants
• Misappropriation of client funds (maintenance reserves, deposits)
• Poor or no communication
• Failure to arrange or follow up on repairs
• Overcharging or undisclosed fees
• Poor tenant selection or inadequate referencing
• Failure to serve legally required notices or documents

Step 1: Internal Complaint

Before escalating to a redress scheme, you must first exhaust the agent’s internal complaints process. Write a formal letter or email addressed to the complaints manager or the most senior person in the business. State:

• What the specific complaint is
• What you want to happen (refund, apology, specific action)
• A reasonable deadline (typically 14–28 days)

Keep copies of all correspondence.

Step 2: Redress Scheme

If the internal complaint is unresolved after 8 weeks (or you receive a final response you are unhappy with), you can escalate to the redress scheme. Both TPO and PRS offer free dispute resolution for consumers.

The scheme will:

• Investigate your complaint against the agent’s code of practice
• Request documents and responses from both parties
• Issue a decision that is binding on the agent (not on you)
• Award compensation up to £25,000 (TPO) or £50,000 (PRS) if the complaint is upheld

The process typically takes 3–6 months.

Client Money Protection Claims

If your agent has failed to pay over rent you are owed, or has otherwise misappropriated client funds, you may also have a claim under their client money protection insurance. Approved CMP schemes include:

• Client Money Protect (CMP)
• Propertymark Client Money Protection
• RICS Client Money Protection

Claims under CMP can be made directly to the scheme if the agent has gone out of business or is unable to pay. Maximum claims vary by scheme but can reach £50,000.

Professional Membership Bodies

Many agents also belong to voluntary professional bodies with their own codes of practice and disciplinary processes:

• **ARLA Propertymark:** Professional body for letting agents
• **RICS:** Chartered surveyors and some managing agents
• **NALS** (National Approved Letting Scheme)

Complaints to these bodies can result in disciplinary action, though they do not directly award compensation.

Leaving Your Agent

If your agent is not performing, review your management agreement carefully. Most management contracts have a notice period (typically 1–3 months) and may include early termination charges. Ensure you have copies of all tenancy agreements, deposit protection certificates, gas safety records, and EICR reports before or at the point of transfer to a new agent.