Property Redress Scheme

All Property Agents that carry out Estate, Lettings and Property Management Work, as defined by legislation, must join a government authorised consumer redress scheme

The Property Redress Scheme is authorised by the National Trading Standards Estate Agency Team (formerly the Office of Fair Trading) to offer redress to consumers of Estate Agents under the Consumers, Estate Agents and Redress Act 2007.

Marble Sales & Lettings are please to confirm we are members of the Property Redress Scheme - Membership Number PRS007740

The following is the legislative definition of Estate Agency Work:

"Estate Agency Work" means things done by any person in the course of a business (including a business in which he is employed) pursuant to instructions received from another person (in this section referred to as “the client”) who wishes to dispose of or acquire an interest in land

  1. for the purpose of, or with a view to, effecting the introduction to the client of a third person who wishes to acquire or, as the case may be, dispose of such an interest; and
  2. after such an introduction has been effected in the course of that business, for the purpose of securing the disposal or, as the case may be, the acquisition of that interest;

Lettings and Property Management Agents

The Property Redress Scheme is authorised by the Department of Communities and Local Government to offer redress to consumers of Letting and Property Management Agents under the Enterprise and Regulatory Reform Act 2013.

The following are the legislative definitions of Lettings Agency and Property Management Work:

"Lettings Agency Work" means things done by any person in the course of a business in response to instructions received from:

  1. a person seeking to find another person wishing to rent a dwelling-house under a domestic tenancy and, having found such a person, to grant such a tenancy (a prospective landlord);
  2. a person seeking to find a dwelling-house in England to rent under a domestic tenancy and, having found such a dwelling-house, to obtain such a tenancy of it (a prospective tenant).

Exclusions: lettings agency work

  1. For the purposes of section 83 of the Act, “lettings agency work” does not include the things described in this article.
  2. “Lettings agency work” does not include things done by —
    1. the employer, where the prospective tenant is an employee;
    2. the person for whom the prospective tenant provides work or services, where the prospective tenant is a worker
    3. the person for whom the prospective tenant provides work or services, where the prospective tenant is-
      1. an employee who provides work or services under the contract of employment to a person who is not the prospective tenant’s employer; or
      2. a worker who provides work or services under the worker’s contract to a person who is not a party to that contract;
    4. the hirer, where the prospective tenant is an agency worker;
    5. the person for whom the prospective tenant provides services under a contract for services.
  3. “Lettings agency work” does not include things done by —
    1. an institution within the meaning of paragraph 5 of Schedule 1 to the Local Government Finance Act 1992(1);
    2. an authorised person within the meaning of section 18 of the Legal Services Act 2007(2).

"Property Management Work" means things done by any person (A) in the course of a business in response to instructions received from another person (C) where:

  1. C wishes A to arrange services, repairs, maintenance, improvements or insurance or to deal with any other aspect of the management of premises on C’s behalf, and
  2. the premises consist of or include a dwelling-house let under a relevant tenancy.

However, “property management work” does not include—

  1. things done by a person who is a social landlord for the purposes of Schedule 2 to the Housing Act 1996;
  2. things of a description, or things done by a person of a description, specified for the purposes of this section in an order made by the Secretary of State.

"relevant tenancy" means—

  1. a tenancy which is an assured tenancy for the purposes of the Housing Act 1988;
  2. a tenancy which is a regulated tenancy for the purposes of the Rent Act 1977;
  3. a long lease other than one to which Part 2 of the Landlord and Tenant Act 1954 applies;
  4. a tenancy of a description specified for the purposes of this section in an order made by the Secretary of State.

An order under subsection (8)(d) may not provide for a tenancy to which Part 2 of the Landlord and Tenant Act 1954 applies to be a relevant tenancy.

"long lease" means a lease which is a long lease for the purposes of Chapter 1 of Part 1 of the Leasehold Reform, Housing and Urban Development Act 1993 or which, in the case of a shared ownership lease (within the meaning given by section 7(7) of that Act), would be such a lease if the tenant’s total share (within the meaning given by that section) were 100 per cent.

Complaints and Redress Scheme

Although we will always strive to offer you the highest level of service we recognise that sometimes you may not be satisfied with the service we deliver for you. In the first instance, we would encourage you to discuss problems verbally and informally with your principle contact within the company. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

How do I make a formal complaint?

Step 1 – Manager

If the verbal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing to the Manager responsible for the office.

We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls. In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information in the letter of your complaint:

  1. Your name, address and a daytime telephone number on which you can be contacted.
  2. The name of the individual within the company with whom you have been dealing.
  3. Clear description of your complaint, giving concise details of the complaint, date of complaint and impact it has had.
  4. Details of what you believe would be the appropriate resolution.

Your letter will be acknowledged within 5 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 21-28 days. An internal investigation into your complaint will be undertaken and following completion of the same, you will be provided with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Step 2 - What can I do if I am still not satisfied?

As a matter of final resolution, if you have exhausted our internal complaints procedure, we are regulated by The Property Redress Scheme who will consider a formal complaint and give redress. Details about this scheme can be obtained from our office.