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.

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

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.

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.

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.

Ending a tenancy