Forms and Information:

• Application Form (pdf)
• FAQs

General Office Documents

• Terms of Reference (pdf)
• General Guidance and Overview of Procedures (pdf)
• Guidance for In-House Complaints Handling (pdf)
• Guidelines for Dealing with Vulnerable Customers (pdf)

Residential Sales

• Code of Practice (pdf)
• Consumer Guide (Word)
• Guidance - the OEA Process (pdf)

Residential Lettings

• Code of Practice (pdf)
• Consumer Guide (pdf)
• Consumer Guide (Word)
• Supplement to Terms of Reference
• Guidance for Member Agents (pdf)

CEARA Registration

• Key Features of the Redress Arrangements (Word)
• Best Practice Guidance on Approach to Resolution (Word)

Useful Information

• Consumers, Estate Agents and Redress Act 2007 (pdf)
• Property Misdescriptions Act 1991
• Housing Act 2004 (pdf)
• OFT Estate Agency Guide (pdf)

Useful Links

• Office of Fair Trading
• Communities and Local Government
• HIPs Official Website

All references to the masculine include the feminine.

1. Complaints against Letting Agents who become members of the OEA Scheme come within the scope of the Scheme from 3 April 2006.

2. The Ombudsman's consideration of complaints involving lettings and property management will be guided by the current Terms of Reference.

3. Initially, the Scheme will use the services of a third party, approved by the OEA Council, to assist the office of Ombudsman in dealing with such complaints. These Services are set out in a service level agreement to be reviewed on a quarterly basis.

3 April 2006