Choosing a letting agent involves more than comparing a management percentage or a promised rent. Before handing over a property or money, landlords should check the protections behind the service and understand what the contract actually includes.
An old warning-sign article can easily blur poor service, missing paperwork and criminal conduct. Those are not interchangeable. This updated guide focuses on checks supported by government guidance, without making allegations about any particular business.
Check the complaints route
GOV.UK says letting agents and property managers in England and Wales must belong to an approved redress scheme. It identifies The Property Ombudsman and the Property Redress Scheme. Where a service complaint cannot be resolved between the customer and agent, the scheme provides a route for escalation.
Ask which scheme covers the firm and verify the business details. Our practical recommendation is to keep its complaints procedure with the management agreement, so the process is available before a disagreement develops. A logo on a brochure should be the beginning of the check, not the end.
Understand client money protection
For private rented-sector agents in England who hold clients' money, government guidance requires membership of a client money protection scheme. This addresses circumstances where money cannot be repaid, such as an agent entering administration. It is distinct from tenancy deposit protection.
Agents must obtain a membership certificate, provide it free when requested and display it in public-facing offices and on their website. The government lists approved providers on its guidance page. Check the current certificate and the firm's identity, especially where trading names or ownership have changed.
Read the service agreement
Our editorial checklist is to ask who collects rent, how statements are supplied, who authorises repairs and what happens when the relationship ends. Compare the total charges for the service you need rather than assume similarly named packages cover identical work.
Keep a written record of material promises. If answers are incomplete, request clarification before signing. A missing document warrants investigation; it does not by itself establish fraud. Where money is missing or contractual obligations are disputed, seek appropriate advice and use the relevant complaints or reporting route.
This is a general due-diligence guide for landlords, not a recommendation of an agent or a guarantee that membership eliminates every risk.
Sources checked 7 November 2026: https://www.gov.uk/redress-scheme-estate-agencies https://www.gov.uk/client-money-protection-scheme-property-agents