Making complaints the answer to land agent woes

Despite the nation’s reluctance to create a fuss, actually making a complaint will play a key role in weeding out unacceptable behaviour in the land agent sector - according to a new guide released by the Scottish Land Commission.

Following an investigation into the sector’s operation as intermediaries between landlords and tenants during rent reviews and other disputes - which was requested by the Scottish Parliament Scotland’s Tenant Farming Commissioner this week released a new set of industry guidelines.

And while addressing the issue with the individual ir their firm should be the first step in rectifying any problem, Dr Bob Mcintosh highlighted the role which professional bodies should play in policing any incidents reported to them, stating this was a key element in raising standards and addressing poor behaviour in the sector:

“Most agents perform their duties in a professional manner but the actions of a small minority can have a disproportionate effect on the reputation of the agent, their employers or their profession, said Dr Mcintosh.

However, while 17 per cent of tenants and landlords interviewed for the review stated that they had been dissatisfied with a land-agents conduct - generally those working for the other side and for attitude and behaviour rather than lack of technical knowledge – very few formal complaints had been registered.

“It is important that landlords and tenants do complain about the unacceptable conduct of agents so that standards can be raised and poor behaviour addressed.”

Stating that it was vital that the system was widely understood and readily accessible, Mcintosh said the guide aimed to help landlords and tenants understand what standards of conduct they should expect from a professional agent - and the actions that they should taketohelpensurethatany instances of poor conduct were addressed promptly and effectively. Commenting on the guidance, the Scottish Tenant Farmers Association admitted that while tenants shouldn’t be shy of making a formal complaint where they had grounds, there had been a reluctance to do so in the past.

Angus Mccall said that while it was useful to know the technicalities of the process, the stress and awkwardness of making a complaint against someone was difficult enough – but when a tenant knew he might have to work with the same agent for a number of years it was even more so: