TDS Tenancy Redress

How does it work?

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 enquiry 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 TRS/NRLA code of conduct
• 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:

Complete the online complaint form and one of our friendly team will contact you about your case. 

Please note that any contract for the supply of goods/services will be made between you and the provider of the goods/services; not with the National Residential Landlords Association or any of its associated companies. The NRLA has no liability in relation to any contract entered into by you as the NRLA only acts as an introducer.