Making a Complaint

Tenants can raise a complaint if they think their landlord has broken the NRLA Code of Practice which all participating NRLA member landlords should follow.

Modern Office

If a tenant feels that the landlord has not followed the Code and is a participating landlord with the Tenancy Redress Service, they can raise a complaint with us. Before coming to the Tenancy Redress Service, the tenant must have previously raised the issue with their landlord and not had a satisfactory response.

NRLA Code of Practice

1

Marketing a property

  • All advertising and marketing material must be clear, legal and truthful.

  • Advertising material must not aim to mislead, give a false impression or misdirect.

  • Wherever possible, advertising materials should include reference to NRLA membership.

2

Creating a tenancy

  • Members shall provide tenants with a written statement of the terms of their occupancy.

  • Where possible, terms should be provided far enough in advance of the proposed commencement of any occupancy to allow prospective tenants to seek relevant advice.

  • Members will make reasonable efforts to assist prospective tenants with the understanding of their terms of occupancy.

3

Maintaining a tenancy

Members will:

  • Show respect for tenants.

  • Comply with data / ‘GDPR’ requirements.

  • Provide prompt communication.

  • Provide relevant contact details.

  • Attend to all matters of disrepair reported to them without unreasonable delay.

  • Take all reasonable steps to ensure that residential property remains fit for human habitation for the duration of any tenancy.

4

Ending a tenancy

  • Members shall ensure that they, or their representatives, do not harass their tenant or undertake any action that would constitute illegal eviction of their tenant.

  • When seeking to end a tenancy, the member shall ensure they, or their representatives, are following the correct legal procedure to bring the agreement to an end.

  • Members shall not refuse to provide a tenant with a reference for the purposes of securing a new tenancy without good cause.