Complaints and Breaches of the
Scottish Core Standards for Accredited Landlords

From time to time complaints about an accredited landlord or letting agent may arise. Landlord Accreditation Scotland (LAS) consider a complaint to be a criticism of a landlord’s/letting agent’s management standards, which expects a reply and the outcome to bring about change.

Complaints may come from a variety of sources including the tenant, a neighbour, another landlord, or the council department.  Non-compliance with the Scottish Core Standards for Accredited Landlords and Letting Agents 2019(the Standards) may also be found during the compliance check process or during the period of accreditation with LAS.

The Standards provide a framework for setting and monitoring the achievement of good management practice by private landlords and letting agents.  For the avoidance of doubt, these standards do not apply to resident landlords, letting to relatives or holiday lets.

The aim of the LAS Complaints Procedures is to provide a clear framework for investigating complaints and breaches of the Standards and to ensure that each case will be dealt with appropriately and in a consistent manner.

In the case of a landlord, prior to a tenant raising a formal complaint a tenant is required to have followed and exhausted the complaints process of their landlord . LAS cannot start an investigation of matters until written confirmation that this process has been completed has been received.

The process for raising a complaint against a letting agent differs to that of a landlord.  All letting agents operating in Scotland must comply with the Letting Agent Code of Practice  and are regulated by the Scottish Government.  Landlords or tenants wishing to raise a complaint must in the first instance refer to the Housing and Property Chamber – First-tier Tribunal and follow the complaints process as detailed. Should there be matters outstanding at the end of this process, which are covered by the Standards, the  LAS letting agent complaints procedure can then be put into place.

The Complaints and Breaches of the Scottish Core Standards for Accredited Landlords and Letting Agents are available to download:

Alternatively, we can send you a copy of this document via your email. Click here and enter your email address.

You can also contact us in person if you wish to discuss any issue that you think may constitute a complaint and/or a breach of the Standards by telephoning the LAS office on 0131 553 2211. We can then advise you of the next steps that can be taken. Alternatively you can use the online ‘contact us’ facility, providing brief details.