How to complain about a property manager

If your managing agent isn't meeting its obligations, there's a defined escalation route — and managing agents that handle leasehold are required to belong to an independent redress scheme.

Step 1: Put it in writing

Raise the issue formally and ask the agent to follow its complaints procedure. A clear, dated written complaint creates the paper trail you'll need later. Set out what's wrong, what you want done, and a reasonable deadline.

Step 2: Get the agent's final response

The complaints procedure should lead to a final response (a "deadlock" or final-view letter), usually within around eight weeks. You normally need this before a redress scheme will take the case.

Step 3: Escalate to the redress scheme

Managing agents must be members of a government-approved redress scheme — most commonly The Property Ombudsman (TPO) or the Property Redress Scheme. The ombudsman is free for consumers, independent, and can direct the agent to put things right or pay compensation. Check which scheme your agent belongs to — every profile in our directory shows accreditation, and you can browse managers by area.

When the tribunal is the right route instead

Some disputes — particularly about whether a service charge is reasonable or payable — are decided by the First-tier Tribunal (Property Chamber) rather than the ombudsman. If your complaint is really a service-charge dispute, see our service charges guide.

Evidence to keep

• All correspondence with the agent (dated)
• Service-charge demands, accounts and budgets
• Photos of any disrepair or unfinished work
• Notes of phone calls and meetings

This guide is general information about leasehold in England & Wales, not legal advice. Rules differ in Scotland and Northern Ireland, and leasehold law is changing — check your lease and current guidance, or take professional advice, before acting.

Last updated June 2026.