In our experience, NLA Accreditation significantly lessens the occurrence of disagreements and complaints between landlords and tenants.

However, if things do go wrong, it’s important for you to know what your next steps are.

Rectifying the problem

If you think that your NLA Accredited landlord has not abided by our scheme rules or code of conduct, these are the recommended steps to take:

Step 1: The first thing to do is raise your concern with your landlord and try to talk it through.

Step 2: If you’ve already tried to discuss the matter but feel there is still a problem, we recommend that your next port of call is to write them a letter – sent via recorded delivery to be sure it’s received.

Step 3: If you have done this, and still not received satisfactory resolution to the problem you can e-mail us and complain. Please be sure to include any documentary evidence such as:

  • Dates/times you have spoken to your landlord
  • Proof of correspondence
  • Your landlord’s full name
  • The full address of the property your complaint relates to

Please note that it’s a good idea to keep a written record of conversations with your landlord about the matter(s) at hand.

What will the NLA do?

In the event that we receive a complaint about an NLA Accredited Landlord, we will:

  • Contact your landlord and advise them that a complaint has been received
  • Give them 7 days to respond to/rectify the matter
  • Contact you with an update once we have spoken to the landlord or when the 7 days have lapsed

If your complaint relates to issues that affect your ability to stay in the property (i.e. central heating) your landlord is legally obliged to rectify these matters urgently and you should report this to your local authority.

What if my complaint is still not resolved?

In the unlikely situation that your complaint remains unresolved, there are a number of implications – all of which relate to the nature of the complaint.

We may recommend that you report your landlord to the local authority. The NLA can suspend a landlord from the scheme until the matter is resolved.

Another alternative is to raise the recommendation that they do further development based courses that relate to the nature of the complaint.

Whilst our scheme seeks to prevent complaints by offering better knowledge of legislation and regulation, the NLA is not a regulatory body. However, we will always seek to get the matter resolved swiftly and fairly.

Independent dispute resolution

If your landlord has not taken the necessary steps to resolve the matter and we think you have a valid complaint, we can recommend that your case is passed to an independent adjudicator.

All of our accredited landlords are aware of this process, as it’s detailed in the scheme rules. By signing a self-declaration at application stage, landlords agree to adhere to the recommendations of the adjudication process or face being removed from the scheme entirely.

In order for a tenant to take this route with a third party adjudicator, you would also need to sign a declaration highlighting your agreement that the adjudicator’s decision is binding.

Learn more about the complaints process

If you believe your landlord may have breached our code of practice or scheme rules, you can refer to our full complaint process.

See our complaints process

Or Contact us by email