NALS ENTERS INTO DISCUSSIONS WITH THE OMBUDSMAN SCHEME FOR ESTATE AGENETS

3 July, 2007

NALS, the Government backed accreditation scheme for lettings and management agents operating in the private rented sector has entered into discussions with The Ombudsman Scheme for Estate Agents (OEA) in respect of the OEA providing independent adjudication when it comes to evaluating complaints from landlords and tenants - relating to services provided by NALS members.

Currently, the final stage in the complaints handling process for a complainant using the services of a NALS agent is arbitration.   By entering into discussions with the Ombudsman, we are seeking to obtain independent redress for both tenants and landlords.

NALS Chair, Caroline Pickering, said:

“It’s all about delivering best practice for tenants and securing the utmost credibility for our members.  It is NALS’ ongoing aim to raise standards in the private lettings sector and it makes total sense that adjudication should be open to both tenant and landlord in the unfortunate event that an intractable problem arises with one of our members.  We look forward to discussing further with OEA how it could potentially provide the back stop for this complaints procedure.”


For more information on Tenancy Deposit Schemes, look up www.communities.gov.uk and for more information on NALS, look up www.nalscheme.co.uk


Notes to editor

There are three Government approved scheme administrators:

  • Computershare Investor Services plc will run the single custodial deposit scheme, with the Chartered Institute of Arbitrators providing the Alternative Dispute Resolution (ADR) service. www.depositprotection.com
  • The Dispute Service Limited will run an insurance-based scheme directed primarily at letting agents. It will also run the scheme’s ADR service. www.tds.gb.com
  • Tenancy Deposit Solutions Limited will run an insurance-based scheme, sponsored by the National Landlords Association and administered by Hamilton Fraser Insurance, which will be directed primarily at landlords. The Chartered Institute of Arbitrators will be the principal provider of ADR to the scheme. www.landlords.org.uk or www.mydeposits.co.uk
About NALS

NALS is backed by the Government and leading professional bodies and is the most reliable benchmark for landlords and tenants to compare the standards of service they receive from residential lettings agents. All members of the scheme offer client money protection cover, maintain professional indemnity insurance and operate professional customer complaints procedures. For more information visit www.nalscheme.co.uk

The National Approved Letting Scheme board comprises:

Caroline Pickering (Chair), representatives from RICS, ARLA and NAEA who are Directors of the Scheme, alongside representatives from DCLG, the BPF and the Housing Corporation.

For further press information please contact:
 Isobel Thomson, Operations Director, NALS, on 01242 581712
Contact Kate Groves at Splash Communications
T: 01225 348006 E: kgroves@splashcommunications.com