How Do I Complain About My Managing Agent?
Published by Leaseholder Led · Independent guide — updated 2026
The short answer
If your managing agent isn't doing their job, you can complain directly to the agent, escalate to a government-approved redress scheme (all managing agents in England must belong to one), or challenge specific charges at the First-tier Tribunal.
But here's what most guides won't tell you: if the problem is the agent themselves — not a one-off mistake — then complaints and redress schemes can only take you so far. The most effective long-term solution is to change your managing agent entirely.
What most leaseholders get wrong about complaints
The complaints process exists to fix individual errors — a missed repair, a late account, a rude response. It works reasonably well for those cases. Where it falls short is when the problems are systemic: consistently poor communication, opaque service charges year after year, contractors that never seem to be held to account, or a general sense that the agent works for the freeholder rather than the people paying the bills.
If that sounds familiar, you're not alone. Service charges are the single biggest subject of enquiry to the Leasehold Advisory Service (LEASE), the government-funded advice body for leaseholders. The problem is usually structural, not personal — and structural problems need structural solutions.
That said, you should still follow the formal process. It creates a paper trail, it demonstrates to fellow leaseholders that you've tried the reasonable route first, and it may resolve the specific issue even if it doesn't fix the underlying relationship.
Step 1: Complain directly to the managing agent
Start with the agent's own complaints procedure. Every managing agent should have one — if they're a member of The Property Institute (TPI, formerly ARMA/IRPM), they're required to publish one.
Put your complaint in writing. Be specific: name the issue, reference the relevant dates and service charge items, state what outcome you want, and set a reasonable deadline for a response (14 days is standard). Keep the tone factual — you're building a record, not venting.
If multiple leaseholders share the same concern, coordinate. A single well-drafted letter signed by several leaseholders carries more weight than five separate emails making slightly different points.
Step 2: Escalate to a redress scheme
If the agent doesn't resolve your complaint (or doesn't respond at all), you can escalate to the property redress scheme they belong to. Since 2014, all managing agents in England must be a member of one of two government-approved schemes:
| Scheme | Coverage |
|---|---|
| The Property Ombudsman (TPO) | Covers sales, lettings, and property management complaints |
| Property Redress Scheme (PRS) | Covers property agents including managing agents |
You can check which scheme your agent belongs to by searching the TPO or PRS websites, or by asking the agent directly — they're legally required to tell you.
The redress scheme can investigate your complaint, make findings, and award compensation (typically up to £25,000, though awards are usually much smaller). What they cannot do is force the agent to change how they operate, remove the agent, or reduce your service charges going forward. They deal with process failures and individual disputes, not ongoing management quality.
Important: TPI membership (the industry body) is separate from redress scheme membership. TPI sets professional standards and can investigate breaches of its Consumer Charter, but it isn't a redress scheme and can't award compensation. An agent can be a TPI member and a TPO member — they serve different functions.
Tired of the complaints cycle? If the problem is the agent, not a single mistake, it may be time to change who manages your building.
Check if your building qualifiesStep 3: Challenge specific charges at tribunal
If your complaint is specifically about unreasonable service charges or charges for substandard work, you have a statutory right to challenge them at the First-tier Tribunal (Property Chamber) in England, or the Leasehold Valuation Tribunal in Wales.
Under Section 27A of the Landlord and Tenant Act 1985, the tribunal can determine whether a service charge is “reasonably incurred” and whether work was carried out to a reasonable standard. If it finds charges are unreasonable, it can reduce or disallow them.
Key points about the tribunal route: the tribunal is relatively informal and low-cost compared to court proceedings — application fees are modest and you don't need a solicitor, though professional advice can help for complex cases. There is an 18-month time limit for landlords to recover service charge costs (Section 20B, LTA 1985), which can work in your favour if charges were demanded late. According to a 2023 report by the Social Housing Action Campaign, over two-thirds of service charge challenges brought to tribunal were either fully or partially upheld — the odds are better than most leaseholders expect.
For a deeper look at how to scrutinise your service charges before going to tribunal, see our guide on how to reduce leasehold service charges.
Step 4: Apply for a tribunal-appointed manager
If the management problems are severe and ongoing, you can apply to the tribunal under Section 24 of the Landlord and Tenant Act 1987 for the appointment of an independent manager to replace the current managing agent.
This is a stronger remedy than a service charge challenge — the tribunal can remove the existing agent entirely and appoint someone of its choosing. However, it requires evidence of management failures, the appointment is typically for a fixed term (3–5 years), and the process involves tribunal hearings.
One critical limitation: Section 24 is not available where the landlord is a registered provider of social housing (a housing association). If your freeholder is a housing association, the tribunal-appointed manager route is barred — but Right to Manage remains available as an alternative.
When complaints aren't enough
If you've been through the complaints process, escalated to a redress scheme, and the fundamental problems haven't changed, it's worth asking a harder question: is the problem the agent, or is it the system?
Redress schemes can compensate you for a process failure. The tribunal can reduce an unreasonable charge. But neither can fix a managing agent that is fundamentally unresponsive, conflicted, or incompetent. If the problem is the agent themselves, the answer is changing the agent.
How you do that depends on your building's legal structure:
| Your building's setup | Your route to changing agent |
|---|---|
| RTM company already in place | The RTM company board can change agent directly — no legal process needed, just a board decision and a notice period on the existing contract |
| Residents' Management Company (RMC) | RMC directors may already have the authority to change agent under the management contract. Check the company's articles and the contract terms |
| Classic leasehold (third-party freeholder controls management) | You'll likely need to exercise Right to Manage to gain the authority to appoint your own agent |
| Freeholder is cooperative | Less common, but some freeholders will agree to change agent if leaseholders present an organised, credible case |
For a full breakdown of these routes, see our guide on changing your managing agent without RTM.
Not sure which route applies to your building? Our free viability check looks at your building's legal structure and tells you the fastest path to a better agent.
Check if your building qualifiesFrom experience
The single most common pattern I see is leaseholders who have been complaining individually for years without realising their neighbours feel exactly the same way. The managing agent responds to each complaint in isolation, gives just enough of a response to close the ticket, and nothing changes.
The moment that usually shifts things is when leaseholders start talking to each other — not to the agent — and discover that the frustration is shared. That collective awareness is what turns individual complaints into collective action. And collective action is what changes the agent.
Common questions
Can I withhold service charges if the agent isn't doing their job?
Withholding service charges is risky. Your obligation to pay is to the landlord (or management company), not to the managing agent — and non-payment can lead to legal action against you, regardless of whether the agent is performing poorly. A safer approach is to pay under protest (put it in writing) and then challenge the charges at tribunal.
How long does a complaint to TPO or PRS take?
Typically 2–4 months from submission to resolution, though complex cases can take longer. You must exhaust the agent's own complaints procedure first — most redress schemes require an 8-week “deadlock” period before they'll accept a complaint.
What if my managing agent isn't registered with a redress scheme?
It's a legal requirement in England. If your agent isn't registered, they're breaking the law — you can report them to your local authority trading standards team. This is itself a useful piece of leverage in any complaint.
Can I complain about the managing agent if I'm a shared owner?
Yes. Shared ownership leaseholders have the same rights to complain and challenge service charges as any other leaseholder. Your housing association (as freeholder) may have its own complaints procedure, and you can also escalate to the Housing Ombudsman if your landlord is a registered provider of social housing.
Is it worth complaining, or should I just push for a new agent?
Both. The complaints process creates the paper trail and collective awareness that makes changing agent possible. Very few buildings go from “everything's fine” to “let's change agent” overnight — the journey usually starts with complaints that reveal a pattern.
Ready to move beyond complaints?
If high service charges or poor management are the symptom, the managing agent is often the cause. We help leaseholders take control of who manages their building — through a structured, competitive process that's free to leaseholders.
Check if your building qualifies →Related guides
- •What Is Right to Manage and Do I Need It? — understand whether RTM is the right route for your building
- •Can I Change My Managing Agent Without Right to Manage? — for buildings with an RMC or existing RTM company
- •How to Reduce Leasehold Service Charges — practical steps from quick wins to structural change
This guide is for general information only and does not constitute legal advice. For advice specific to your lease and building, consult a solicitor specialising in leasehold property.