Redress Scheme
Last updated: 28 January 2026
Legal Requirement
Under The Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc.) (England) Order 2014, all letting and property management agents in England are legally required to join a government-approved redress scheme.
Our Redress Scheme Membership
Company Name:
Scheme Name:
Membership Number:
What is a Redress Scheme?
A redress scheme provides an independent dispute resolution service for complaints about letting agents and property managers. If you have a complaint that we have been unable to resolve through our internal complaints procedure, you can refer your complaint to our redress scheme for independent review.
When Can You Use the Redress Scheme?
You can refer a complaint to the redress scheme when:
- You have completed our internal complaints procedure
- You are not satisfied with our final response
- The complaint relates to our letting or property management services
- The complaint is made within the scheme's time limits (typically within 12 months of the issue occurring)
How to Make a Complaint to the Redress Scheme
To make a complaint to our redress scheme:
- Ensure you have completed our internal complaints procedure first
- Visit the redress scheme's website (details above)
- Complete their online complaint form or download a paper form
- Provide evidence of your complaint and our final response
- Submit your complaint to the scheme
The redress scheme will review your complaint independently and may require both parties to provide additional information. Their decision is binding on us but not on you (you retain your legal rights).
Important Information
- Using a redress scheme is free of charge
- You must first complete our complaints procedure before approaching the redress scheme
- The redress scheme will not investigate complaints that are subject to legal proceedings
- There are time limits for making complaints - check with the scheme for details
Alternative Options
In addition to the redress scheme, you may also consider:
- Local Authority: Sheffield City Council Trading Standards can investigate breaches of consumer protection legislation
- Citizens Advice: Provides free, independent advice on your rights
- Legal Action: You retain your right to take legal action through the courts
Contact Us First
Before escalating to the redress scheme, please give us the opportunity to resolve your complaint. Visit our Complaints Procedure page or contact us:
- Email: hello@steelcityliving.co.uk
- Phone: 07384 252558