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
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Marketing a property
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All advertising and marketing material must be clear, legal and truthful.
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Advertising material must not aim to mislead, give a false impression or misdirect.
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Wherever possible, advertising materials should include reference to NRLA membership.
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Creating a tenancy
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Members shall provide tenants with a written statement of the terms of their occupancy.
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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.
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Members will make reasonable efforts to assist prospective tenants with the understanding of their terms of occupancy.
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Maintaining a tenancy
Members will:
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Show respect for tenants.
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Comply with data / ‘GDPR’ requirements.
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Provide prompt communication.
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Provide relevant contact details.
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Attend to all matters of disrepair reported to them without unreasonable delay.
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Take all reasonable steps to ensure that residential property remains fit for human habitation for the duration of any tenancy.
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Ending a tenancy
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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.
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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.
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Members shall not refuse to provide a tenant with a reference for the purposes of securing a new tenancy without good cause.