About us intro

About us

Who we are

The National Trading Standards Estate and Letting Agency Team is hosted by:

We’re responsible for:

  • the regulation of estate agency work in the UK 
  • lettings agency work in England

What we do

We:

  • oversee the operation of relevant estate and lettings agency legislation, such as monitoring complaints, carrying out surveys and working with trade and consumer organisations
  • issue prohibition and formal warning orders to businesses who we find as unfit to engage in estate agency work in the UK
  • approve and oversee the UK’s consumer redress schemes, Ombudsmen, and Alternative Dispute Resolution organisations in the estate agency sector
  • give advice to businesses and enforcement authorities on estate agency work in the UK and lettings agency work in England
  • work with partner agencies such as Citizens’ Advice to make sure they’re giving the right information to consumers

What we don’t do

We don’t:

  • give individual advice to consumers or businesses 
  • mediate in individual complaints made against a business
  • award civil redress such as a refund or compensation 
  • conduct routine investigations: these are the responsibility of local Trading Standards, Environmental Health or housing teams, in certain circumstances we may investigate cases where a local authority is unable to do so

Business Plan

Our business plan (pdf, 204KB) (opens new window) shows the work we plan to do.

It covers:

  • how our work fits in with National Trading Standards’ strategic priorities
  • our accountability to the Secretary of State who creates the legislation and approves the funding