Redress
England
A redress scheme is an independent complaints service that investigates disputes between consumers and the property businesses that belong to it, and can order an apology, remedial action or compensation. In England, letting agents and property managers must belong to an approved scheme under the Redress Schemes Order 2014. The Renters' Rights Act 2025 also lets the Government require private landlords to join a separate landlord redress scheme.
What does a redress scheme do?
A redress scheme gives tenants, landlords, leaseholders and buyers a way to settle a complaint without going to court. The complaint goes to the business first. If its final response does not resolve the issue, or eight weeks pass without one, the complainant can refer it to the scheme the business belongs to.
An independent adjudicator or ombudsman then reviews the evidence from both sides. If the complaint is upheld, the scheme can require the member to apologise, put things right or pay compensation. Members that ignore a decision risk expulsion, which leaves them in breach of their legal duty to belong to a scheme.
Who must belong to a redress scheme?
GOV.UK confirms that membership is a legal requirement for:
estate agents dealing with residential property anywhere in the UK
letting agents and property managers in England and Wales
Councils enforce the duty and can fine an agent up to £5,000 for failing to join, with further penalties if the failure continues. Agents must also tell customers which scheme they belong to and display it in their offices and on their website.
Self-managing private landlords do not currently have to join any redress scheme. That changes when the landlord redress scheme under the Renters' Rights Act comes into force.
The approved property redress schemes
Two schemes are approved for property agents:
Agents choose which to join, and both handle complaints about lettings, management and sales. A third scheme, run by Ombudsman Services, stopped offering property redress in August 2018.
From working with self-managing landlords across the UK, the most common mix-up we see is the acronym. "PRS" can mean the Property Redress Scheme, the private rented sector, the PRS Database or the PRS Landlord Ombudsman. The Property Redress Scheme is a company that agents join; it is not the new landlord ombudsman.
What is the landlord redress scheme?
Part 2, Chapter 2 of the Renters' Rights Act 2025 creates landlord redress schemes. Under section 64, the Secretary of State can make regulations requiring residential landlords in England to join a scheme that independently investigates complaints from prospective, current and former tenants. The Government intends to run this as a single service, the PRS Landlord Ombudsman.
The duty falls on the landlord, even where a letting agent manages the property and already belongs to TPO or the Property Redress Scheme. Under section 66, a council can fine a landlord up to £7,000 for breaching the membership rules, rising to £40,000 where the breach amounts to an offence.
When does the landlord redress scheme start?
As at 13 October 2026, landlord membership is not yet compulsory. The Government will introduce the Ombudsman after the PRS Database, which begins its regional rollout in December 2026, and mandatory membership is currently expected around 2028.
The Government has not yet decided which organisation will run the service. The Housing Ombudsman, which already handles social housing complaints, is widely seen as the leading candidate. Landlords will fund the scheme through membership fees, which will be confirmed closer to launch.
How landlords can prepare
The practical preparation is a clear complaints process. Tell tenants how to raise a concern, reply in writing, and keep a dated record of every message, repair request and step taken to fix the issue.
In our experience supporting landlords through the Renters' Rights Act transition, the landlords who face the fewest escalated disputes treat every complaint as a documented process from first contact, not an informal chat. August's compliance checklist and document storage keep that record in one place, ready for any future Ombudsman investigation.
For the complaint process, likely fees and a preparation checklist, read our guide to the PRS Landlord Ombudsman.
Frequently asked questions
Do private landlords have to join a redress scheme?
Not yet. Self-managing landlords in England have no current duty to join one. Mandatory membership of the landlord redress scheme is expected once the PRS Landlord Ombudsman launches, currently expected around 2028.
Can a tenant complain to a redress scheme about their landlord?
Only where a letting agent caused or contributed to the problem, because agent schemes cover the agent's service. Until the Ombudsman launches, tenants complain about landlords through the council, their deposit scheme's free dispute service or the courts.
What is the difference between a redress scheme and an ombudsman?
An ombudsman is one type of redress scheme. The Property Ombudsman and the Property Redress Scheme both meet an agent's legal duty, and the PRS Landlord Ombudsman will be the redress scheme for private landlords.
How much compensation can a redress scheme award?
Each scheme sets its own maximum award in its published terms. Check the terms of the scheme your agent belongs to before you complain.
