Complaints about a landlord member

Introduction

The NRLA aims to strike a fair balance between the interests of landlords and tenants. Although the NRLA is not a statutory or regulatory body, we operate a Code of Practice which all members are expected to observe. This covers every aspect of letting residential properties, and is designed to raise and maintain standards in the private rented sector.

To view our Code of Practice click here.

Neither the Code of Practice nor our complaints process can supersede the normal operation of the law. A complainant retains the right throughout the process to choose to go to law; in this event, the complaint would be halted, as the courts take precedence over the Code. Similarly, the Code of Practice cannot be used to review or re-open an issue on which the courts are reviewing or has already been adjudicated. If your complaint refers to an issue relating to your deposit this in turn must be taken up with the individual deposit provider.

What to do if you have a complaint about an NRLA member breaching the Code of Practice

  • Notify your landlord both verbally and in writing the nature of your complaint
  • Provide evidence of the breach
  • Give your landlord reasonable time in which to respond to your complaint

If you are not satisfied with the response that you have received from your landlord, or indeed have not had a response at all within a reasonable timeframe, you can complain to the NRLA.

How to complain to the NRLA:

  • Download and fill in the standard NRLA Landlord Complaint Form below
  • Ensure that you include copies of all supporting paperwork relating to your complaint (non returnable)
  • This information can be scanned and emailed to complaints@nrla.org.uk or posted to: NRLA, 212 Washway Road, Sale, Manchester M33 6RN

What happens next?

We will acknowledge receipt of your complaint within three working days. The complaint will be considered and investigated with the member. Any course of action taken following the investigation will be taken up directly with the member.

Please note: It is important that you are aware that the NRLA is not a statutory or governing body. If we find that a member has not met our standards or expectations, we will, where possible, work with them to rectify the issue to avoid repetition in the future. In serious cases, or if a member were to refuse to co-operate, the Association could suspend or remove their membership.