Landlord and tenant redress - helping you!

The PRS offers redress to members of the National Residential Landlord Association to resolve issues with their tenants.

Raise a complaint

Benefits of landlord redress

Benefits of Landlord Redress

Effective resolution

Enabling landlords and tenants to reach agreement on tenancy related issues

Handle, resolve, signpost

Expert dispute resolution professionals will provide specialist support and advice

Raising standards

Providing confidence to tenants and landlords about the sector and increasing accountability

Effective resolution

Enabling landlords and tenants to reach agreement on tenancy related issues

Handle, resolve, signpost

Expert dispute resolution professionals will provide specialist support and advice

Raising standards

Providing confidence to tenants and landlords about the sector and increasing accountability

NRLA landlord sign up

All NRLA members are invited to sign up to offer redress to their tenants prior to launch on 1 April 2022.

NRLA members can sign up through their NRLA membership portal where they will be able to opt in and agree to the redress terms and conditions.
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You will then be provided with a welcome pack and information leaflet to provide to your tenants.

Why join?

1

Resolve tenancy related matters quickly and easily

Use our authorised resolution process to prevent issues from escalating

2

Raise standards in the industry

Offering redress to your tenants shows you provide a high level of service

3

Help us shape government policy

Landlord redress is likely to be mandatory in the future

4

Additional benefits for NRLA members

As per NRLA communications

1

Resolve tenancy related matters quickly and easily

Use our authorised resolution process to prevent issues from escalating

2

Raise standards in the industry

Offering redress to your tenants shows you provide a high level of service

3

Help us shape government policy

Landlord redress is likely to be mandatory in the future

4

Additional benefits for NRLA members

As per NRLA communications

What would be covered?

NRLA code of practice covers four main areas

Marketing a property

  • All advertising and marketing material must be clear, legal and truthful
  • Advertising material must not aim to mislead, give a false impression or misdirect
  • Wherever possible, advertising materials should include reference to NRLA membership

Creating a tenancy

  • Members shall provide tenants with a written statement of the terms of their occupancy
  • Where possible, terms should be provided far enough in advance of the proposed commencement of any occupancy to allow prospective tenants to seek relevant advice
  • Members will make reasonable efforts to assist prospective tenants with the understanding of their terms of occupancy

Maintaining a tenancy

Members will:
  • Show respect for tenants
  • Comply with data / ‘GDPR’ requirements
  • Provide prompt communication
  • Provide relevant contact details
  • Attend to all matters of disrepair reported to them without unreasonable delay
  • Take all reasonable steps to ensure that residential property remains fit for human habitation for the duration of any tenancy

Ending a tenancy
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  • Members shall ensure that they, or their representatives, do not harass their tenant or undertake any action that would constitute illegal eviction of their tenant
  • When seeking to end a tenancy, the member shall ensure they, or their representatives, are following the correct legal procedure to bring the agreement to an end
  • Members shall not refuse to provide a tenant with a reference for the purposes of securing a new tenancy without good cause

How to opt in

Step 1

Opt in through NRLA account

NRLA will invite all landlords to opt in to offer redress to their tenants

Step 2

Receive confirmation of opt in

The Property Redress Scheme (PRS) will send all landlords who have opted into offer redress to their tenants within 24 working hours

Step 3

Send leaflet to your tenant

A scheme information leaflet will be emailed to your tenants explaining what is covered and how to raise to complaint

Step 4

Tenant raises a complaint

A tenant can then use the redress process if they have a reason to do so

Step 1

Provide evidence

Tenant provides all evidence and submits a dispute with mydeposits within three months of vacating the property

Step 2

Dispute is assessed

You hand over your deposit to your landlord or agent as usual

Step 3

Member provides evidence

You hand over your deposit to your landlord or agent as usual

Step 4

Adjudication process

You hand over your deposit to your landlord or agent as usual

Step 5

Deposit returned

You hand over your deposit to your landlord or agent as usual

The redress process

Complaint resolution

Tenant raises matter

We will accept a matter where:

  • It relates to an issue(s) we can help resolve
  • Tenant has raised issue(s) with landlord first
  • There has been no response or no satisfactory resolution within agreed or reasonable time period

We may need to signpost the tenant to other appropriate organisation/process

Case assessor first contact

If we accept the matter it will be assigned to a case assessor who will:

  • Make contact with the tenant to confirm understanding of the complaint within five working days of it being submitted
  • If the case is suitable allow tenant to submit any further relevant evidence or proceed directly to contact the landlord about the matter
Landlord response

On acceptance, the Case Assessor will:

  • Contact the landlord to confirm they understand the issues and give them up to 10 working days to resolve the issue directly or provide their response to the complaint
  • Wait for confirmation on whether a mutual agreement has been reached, or whether the matter should continue
Early resolution

Once all evidence has been received, the Case Assessor has up to 10 working days to:

  • Outline their understanding of the complaint and proposed grounds for resolution
  • Attempt to facilitate early resolution of the complaint, and gain agreement between the parties; or
  • Proceed the complaint to a scheme decision on the issues
Final decision
  • The case assessor will look at the evidence and communication between the parties to decide on a suitable resolution to the issues
  • The resolution will be sent to both parties with aim of having it completed within 10 working days after the early resolution period
  • This decision is the scheme’s decision on the matter and there is no review process
  • The parties can rely on the decision if the matter becomes legal
Compliance
  • The next steps will depend on the findings in the decision
  • The compliance time period will depend on the resolution required
  • If financial or apology then up to 20 working days
  • If specific action required then this will depend on the urgency
  • If landlord does not comply then tenant will be provided information on how to enforce - Landlord likely to face NRLA sanctions
Raise a complaint