NLA aims to strike a fair balance between the interests of landlords and tenants. Although the NLA 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 or 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 NLA member

  • Notify your landlord both verbally and in writing the nature of your complaint
  • Include the resolution that you are seeking
  • 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 NLA.

How to complain to the NLA:

  • Fill in the standard NLA Complaint Form (Click here to download)
  • Ensure that you include copies of all supporting paper-work relating to your complaint (non returnable)
  • This information can be scanned and emailed to complaints@landlords.org.uk or Posted to:
    National Landlords Association
    Skyline House, 200 Union Street
    London
    SE1 0LX

What happens next?

We will acknowledge receipt of your complaint within three working days when a case administrator will contact you .We aim to deal with complaints as quickly as possible but the time frame involved in this process will depend on the nature of your complaint. The case handler responsible for your complaint will communicate timeframes with you once your complaint has been reviewed.

Please note: It is important that you are aware that the NLA 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.

NLA Complaints Process - Case Study May 2012

To return to the Complaints and Feedback main page please click here.