The code sets standards for Scottish letting agency work. It gives landlords and tenants a basis for assessing service and raising concerns, with a tribunal route for alleged non-compliance after the relevant steps.
Check the agent before appointment
Verify the Scottish registration and the identity of the business that will provide the service.
- Check the Letting Agent Register and current Code of Practice requirements. Keep the registration details and written terms.
- Establish who handles money, deposits, repairs, notices and complaints. Record any work retained by the landlord.
- Review fees, authority to spend, reporting, termination and handover arrangements before signing.
Monitor the actual service
An agent's appointment does not remove the need to know what is happening at the property.
- Reconcile rent and client statements, deposit confirmations and payments to contractors.
- Review overdue repairs, safety evidence and tenant correspondence. Ask for evidence when an action is described as complete.
- Keep access to essential records independent of one employee's email account.
Complaints and ending the appointment
Use the written process and preserve the records needed for any escalation.
- Raise the specific issue with the agent, including the Code provisions or service terms where relevant.
- Follow the applicable complaint and tribunal route if the issue remains unresolved.
- At handover, reconcile money, keys, deposits, current notices, repairs and document deadlines. Confirm who tells tenants about the new arrangements.
Example: management changes during a repair
A fictional agent's appointment ends while a leak repair is unfinished. The handover should include the original report, diagnosis, contractor instruction and next appointment. A list of property addresses alone is not enough.
What to do
- Check the agent’s registration and written scope.
- Agree repair authority, money handling, statements and document handover.
- Keep complaints and responses before considering the tribunal route.
Evidence to keep
- Registration check and terms
- Statements, correspondence and complaint record
Sources and guidance
- Letting agent code of practiceScottish Government · checked 20 October 2026
- Being a private landlordScottish Government · checked 20 October 2026