The Ombudsman for Estate Agents (OEA) Scheme.
The OEA provides a free, fair and independent service for dealing with unresolved disputes between Member Agents and tenants and landlords of residential property in the UK. The OEA is a member of the British and Irish Ombudsman Association and follows the standards and rules of the association. The Ombudsman is totally independent of the OEA Member Agents and reports directly to the OEA Council, which has a majority of non-industry members.
What can Tenants and Landlords expect from an OEA Member Agent?
The OEA / NAEA Letting Code of Practice requires Member Agents to meet all their legal obligations when acting as letting agents, but it goes above and beyond that - by requiring the Member Agents to adopt and follow 'best practice'. This includes:
Duty of care.
A letting agent must always work in the best interests of the client, that is to say the person who is paying for the letting agency services (usually the landlord). But the Member Agent must also always treat fairly, and with courtesy, all those involved in the proposed renting or letting. If the Member Agent or one of its staff has any personal or business interest in the property, the landlord must be told.
Impartiality.
A Member Agent must make sure that no tenants or landlords are disadvantaged because they are unfamiliar with any aspect of the letting process. A Member Agent will offer the appropriate explanations and assistance to all - regardless of age, race, experience, language, or physical ability.
See the OEA Website for further details.
