Codes of Practice
You can view and download all of our Codes of Practice here.
In addition to our member agents, we can also consider complaints relating to members of the following organisations.
Our current Service Level Agreements are:
Advice from National Trading Standards Estate and Letting Agency Team (NTSELAT)
There are three categories of mandatory redress requirement:
There are various exemptions to the above, but this is principally the case in most situations. Agents need to be registered for the relevant discipline(s). Registration for redress is a legal requirement and businesses must maintain their membership if they are engaging in any of the above work.
The Coronavirus restrictions have led to a number of estate and letting agency businesses closing their customer-facing offices and furloughing some of their employees. Some agencies have suspended all new sales and lettings work; others are continuing to facilitate critical moves or dealing with vacated property. The government has issued guidance in relation to home moving and renting during the period of restriction.
Redress schemes are required to report all instances of a failure to renew redress membership by an agent to NTSELAT in a timely manner.
Rebecca Marsh, Ombudsman
Rebecca Marsh took up her current post as The Property Ombudsman on 5th October 2020.
Rebecca Marsh is former Chief Ombudsman at the Legal Ombudsman and was previously the Deputy Ombudsman and Executive Director of Operations and Investigations at the Parliamentary and Health Service Ombudsman. Rebecca brings an extensive range of senior level experience and understanding of complaint handling and investigation spanning 17 years. Her career has had a real focus on, and demonstrates her passion for, working with the industry and stakeholders to support improvement.