Managing agents who handle leasehold property in England must belong to an approved redress scheme. The main schemes are The Property Ombudsman (TPO) and the Property Redress Scheme (PRS).
When to use a redress scheme
- Complain to your managing agent and follow their internal complaints procedure
- If still dissatisfied, refer to the agent's redress scheme — usually within 12 months of the agent's final response
- The scheme investigates and can award compensation (up to set limits) and order corrective action
- There is no fee to leaseholders for using the scheme
What redress schemes cover
- Delays and poor communication
- Failure to follow reasonable instructions
- Service and conduct issues in block management
They do not usually decide pure legal disputes about whether a charge is legally payable — those may need the First-tier Tribunal or court.
Tips for an effective complaint
- Be factual and concise
- Reference lease clauses, dates, and previous correspondence
- Attach evidence — MyEstateHub fault logs and timelines can show a pattern of poor management
Landlords who manage directly may not fall within a scheme in the same way; check who your contractual relationship is with.
This summary is general information about UK leasehold law. It is not legal advice. Consult a solicitor or contact the Leasehold Advisory Service for advice about your situation.