Back in 2018, ThamesWey made a choice it didn’t have to make. It joined The Property Ombudsman, an independent and impartial dispute resolution service that helps residents resolve complaints fairly. At the time, landlords who managed their own homes were not required to join any redress scheme, but ThamesWey chose to anyway
What this means for you
As a resident, if you ever feel an issue has not been handled fairly, you have access to a free, independent service that can look at your case and help put things right. ThamesWey chose to be held to this standard, and has stuck to it ever since.
Why it matters
Having an independent redress scheme gives residents confidence. It means that, beyond ThamesWey’s own complaints process, there is an impartial body to review what has happened and, where appropriate, make recommendations. For a professionally managed landlord, welcoming that level of scrutiny shows trust in the service being provided.
Looking ahead
The wider private rented sector is now catching up. The Renters’ Rights Act 2025 will introduce a new landlord redress scheme, referred to as the Private Rented Sector Landlord Ombudsman, which all private landlords letting homes in England will have to join. The government expects the scheme to be launched in 2028.
For many landlords, this will be a significant change. For ThamesWey, it will largely formalise a commitment made years earlier. Having joined an independent redress scheme in 2018, ThamesWey is well prepared for the new obligations and other changes the Act will bring.
A consistent approach
The message running through all of this is consistency. Good standards should not depend on being required by law. By choosing independent oversight early, adapting to new rules as they are brought in, and preparing for what is coming next, ThamesWey aims to give residents the same reassurance throughout: that their home is professionally managed, and that fair treatment is something they can rely on.