Formerly, a general lack of regulation in the lettings industry has resulted in some tenants and landlords falling foul of unscrupulous methods, with a reported 40% of letting agents failing to sign up to self-regulation.  The recent changes to the laws governing the lettings industry have stated that, going forward, all lettings agents will be required to register with an Ombudsman, the objective being to uphold best practice and to ensure than both tenant and landlord are better protected.    

Under the new regulations, failure to register with an Ombudsman can potentially result in civil or criminal penalties for agents.  It is believed the amendments will come into force in autumn of this year.  When this is so, should tenants wish to lodge a complaint, they will be able to do so through the appropriate channels.  Prior to addressing an Ombudsman, tenants are being advised to firstly: 

– Ensure that the firm is infact registered with the Ombudsman.

– Ensure that the tenant has written in complaint to the firm in the first instance.

Under the new regulations, any complaint should be investigated within an eight week period, following which, if unresolved, the matter can be referred to the Ombudsman.  If a firm has written to a tenant and the outcome is deemed ‘unsatisfactory’, the case can again, be referred to the Ombudsman.  Sending copies of all correspondence and supportive documentation to the Ombudsman is advised.

However, there are certain matters that cannot be handled by the Ombudsman, these being:

– If your complaint is not against a registered agent.

– If your complaint is being handled by a court or similar body.

– Your complaint refers to an incident prior to the agent joining the lettings part of the TPO (The Property Ombudsman) scheme or more than 12 months before you complained in writing to the agent.

– Your complaint is referred to the Ombudsman more than 6 months following the date of the agent’s final correspondence.