How The Tenancy Redress Service Works

The Tenancy Redress Service was launched in March 2022 in association with the National Residential Landlords Association (NRLA). The scheme has been launched to offer tenants effective redress where they experience issues with their landlords.


We run through a quick overview of the process in this blog, however, please refer to our website for a more in-depth explanation. This post is intended to give you a sense of what the service is like.


It is important to note that currently, only tenants of participating NRLA landlords can raise a complaint. If you are ineligible to use the Tenancy Redress Service, please consider TDS Resolution, our mediation/conciliation service that ANY landlord or tenant can use for mid-tenancy issues where the desired outcome is to maintain the tenancy.


Step 1

As a tenant, firstly you should raise your complaint directly with your landlord. If you’ve not already done so, the Tenancy Redress Service will advise you to do this before proceeding. You are expected to allow a reasonable period of time for your landlord to respond to your concerns.


If your landlord has not resolved the complaint and has not provided a response within a reasonable period of time, with a proposal for putting the issues right, you will be invited to raise a complaint with the Tenancy Redress Service.


Step 2

You can formally raise a complaint by filling out our interactive chatbot application form on the website.


One of our case managers will assess your case and accept or reject it based on whether:

· There is an alleged breach of the NRLA code of conduct

· The tenant’s landlord is a participating NRLA member

· The landlord has not dealt with the tenant’s concerns within a reasonable period of time


Step 3

Providing the case has been accepted by one of our case workers, we will reach out to the landlord to discuss the case further.


If we consider that the case is suitable for mediation/conciliation, we will attempt to resolve the case in this way in the first instance. If successful, a written mediation report will be sent to both parties, detailing what was agreed.

In the event of:

· The case being unsuitable for mediation/conciliation

· The mediation/conciliation being unsuccessful

The case will move on to formal adjudication.


Step 4

If the case moves to formal adjudication, both parties will be invited to submit evidence. Once evidence is submitted, a review will take place by one of our experienced adjudicators and a draft decision will be issued to both parties.


Step 5

Both parties will have the opportunity to review the draft decision and make any comments on the initial report.


Step 6

The adjudicator will review the comments and issue a final decision. The decision may include:

· An apology

· Positive action by the landlord such as undertaking repairs or providing documents..

· A small financial award


How to raise a complaint

If you are eligible to raise a complaint, contact us today by going to www.tenancyredress.com


 

Author:

Sanam Khan





Sanam joined TDS in July 2015 as a case worker and with time, progressed to Head of Resolution Operations. Sanam oversees all operational matters relating to Resolution across the various schemes operated by The Dispute Service. Prior to joining TDS, Sanam studied Law at University prior to undertaking the Legal Practise Course, and is currently applying to be a magistrate which she intends to carry out alongside her current role.