Complaints procedure

Last updated 29 September 2026

We would rather hear from you than have you stay unhappy. This page sets out how to complain, what we will do, and where you can take the matter if we cannot resolve it. It applies to landlords, occupiers, local authorities and letting agents alike.

Stage one: tell us

Email	info@nationalguaranteedrent.org
Telephone	0800 494 7933, Monday to Friday, 9am to 6pm
Post	National Guaranteed Rent Scheme Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom

Please include your name, the property address, a telephone number, what has gone wrong, and what you would like us to do about it.

What we will do

We will acknowledge your complaint in writing within three working days.
We will investigate it and send you a written response within fifteen working days. If we need longer, we will tell you why and give you a date.
Our response will explain what we found, what we will put right, and what we will not, with reasons.

Stage two: ask for a review

If you are not satisfied with our response, reply within one month and ask for it to be reviewed by a director. We will acknowledge within three working days and send a final written response within fifteen working days. That letter is our final position.

Stage three: independent redress

If you remain unhappy, or if eight weeks have passed since you first complained without resolution, you may be able to refer the matter to an independent redress scheme, free of charge to you.

Letting and property management agents in England are required to belong to one of two government-approved consumer redress schemes, The Property Ombudsman or the Property Redress Scheme. We will confirm the scheme we belong to and our membership number in our final written response, and you may ask us for those details at any time by emailing info@nationalguaranteedrent.org.

Other routes, depending on the issue Complaints about how we handle personal information can go to the Information Commissioner's Office at ico.org.uk. Occupiers with a concern about the condition of a property may also contact the environmental health team at their local council.

How we use complaints

We keep a record of every complaint, what caused it and what we changed as a result. We retain complaint records for six years. Making a complaint will never affect how we treat you or your property.