Local resolution 1: Approach your landlord or letting/management agency with your complaint initially. Most problems can be sorted out in this manner. However if your complaint is about bad or slow service or perhaps an unfair increase in rent then proceed to step 2.

Local resolution 2: Next you can contact the manager or head office if applicable with your complaint. Also find out if the agency/landlord belongs to a trade association. The Association of Residential Letting Agencies (ARLA) is the key association for agencies and has a Code of Practice that members must adhere to. The ARLA also operates a complaints and disciplinary system. Some letting or management specialists belong to the National Association of Estate Agents (NAEA) which also offers a complaints and disciplinary system in the event of a complaint against a member. There is also a National Approved Letting Scheme (NALS): members carry the NALS logo and therefore offer a money protection scheme and an internal complaints redress system. Please check, using the links provided, if the letting agents belong to any of the above schemes before using the relevant complaints link here.

Leasehold: Leasehold ownership is generally for flats in purpose-built blocks Converted houses or above commercial or retail premises. It simply means a long tenancy, generally for 99 to 125 years and the flat can be bought and sold during that term.

There are rights and responsibilities and it is doubly important to have help to understand your lease contract.

The Leasehold Advisory Service (LEASE)- provides free advice and guidance to leaseholders and landlords on all aspects of leasehold law, including problems with service charges, the right to manage, possession proceedings and rights to lease extension and freehold acquisition. They would be able to help you with your complaint and whom to direct it to as there are two other Associations: ARMA - The Association of Residential Managing Agents and ARHM - The Association of Retirement Housing Managers.

Leasehold Valuation Tribunal (LVT) is the name for the independent body that makes decisions on various types of dispute connected with residential leasehold property. It is part of the Residential Property Tribunal Service.

Complain to Belvoir Lettings (Stratford) online

Complain to ARLA online

Complain to NAEA online

Complain to NALS online

Authorities: If you have been unable to resolve your complaint with the landlord or relevant trade association then you should seek advice from your local Citizens' Advice Bureau. Trading Standards can also advise and may investigate the matter and take it further if necessary.

Complain to Trading Standards online

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizen’s Advice Bureau will give you advice and will sometimes organise free legal representation for you.

Legal Section