If you have a dispute with your letting agent or property manager, the Property Ombudsman (TPO) provides a free, independent way to resolve it without going to court. All letting agents in England must belong to either the Property Ombudsman or the Property Redress Scheme, so there's always a route for your complaint.
Before you can go to the ombudsman, you must first use the agent's internal complaints procedure and allow them time to respond (usually eight weeks). If you're not satisfied with their response, or if they don't respond at all, you can escalate to the ombudsman.
The ombudsman investigates the complaint, considers the evidence from both sides, and makes a decision. They can order the agent to apologise, pay compensation, or take specific action to put things right. Decisions are binding on the agent if you accept them.
A separate Landlord Ombudsman for the private rented sector is being established under the Renters' Rights Act 2025 and is expected to become operational in late 2026. This will provide a similar complaints route for disputes with landlords directly, not just agents.
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