What is the IRPM Scheme?

The scheme provides an informal and independent way of resolving complaints made against IRPM members by way of a non-binding adjudication process.

The adjudication will be undertaken by an independent adjudicator appointed by CEDR from its Adjudication Panel.

The appointed adjudicator will make a decision on the complaint by considering the information received from the complainant and from the IRPM member. This decision will be either to make one or more recommendations that the IRPM Complaints Committee (Professional Members) take action in relation to the member or to make no recommendation.

It is the IRPM Complaints Committee (Professional Members) who have final say as to whether the member has to do anything. The adjudicator’s decision is a recommendation only.

No. The adjudicator’s decision will be sent to the IRPM Complaints Committee (Professional Members) who will consider any recommendations made. It will then be the IRPM Complaints Committee (Professional Members) who will provide a summary of the outcome of the complaint. It is this outcome that will be sent to you.

The recommendations the adjudicator can make are limited to:

  • A letter of apology;
  • Training to be undertaken by the IRPM member;
  • That the member is suspended from IRPM for a specified period of time;  
  • That the member is expelled from IRPM.

Please note that the adjudicator’s role is to decide whether or not the member has breached IRPM’s Code of Conduct, and if so, whether it is appropriate to recommend disciplinary action.

The adjudicator cannot recommend that you receive any direct remedy such as compensation. Further, the adjudicator cannot reconsider any decision made by an Ombudsman, the Court, or other dispute resolution procedure.

The adjudicator cannot recommend that you receive any direct remedy such as compensation. Further, the adjudicator cannot reconsider any decision made by an Ombudsman, the Court, or other dispute resolution procedure.

It will be the IRPM Complaints Committee (Professional Members) who have final say on the outcome of your complaint. They will consider the recommendations of the adjudicator and decide whether or not to implement any of the following actions:

  • A letter of apology;
  • Training to be undertaken by the IRPM member;
  • That the member is suspended from IRPM for a specified period of time;
  • That the member is expelled from IRPM.

The IRPM Complaints Committee (Professional Members) may decide to implement more or fewer recommendations than the adjudicator has made.

As long as you have a complaint against an IRPM member, where you are alleging that the individual has breached IRPM’s Code of Conduct, you can bring the case to CEDR.

  1. Where your complaint is not about an IRPM member breaching the IRPM’s Code of Conduct;
  2. Where the most recent alleged incident to which your complaint relates happened more than 24 months ago;
  3. For an IRPM member that has recently been granted membership status by IRPM, the most recent alleged incident to which the complaint relates occurred prior to the date on which the IRPM member was granted membership status by IRPM (this does not apply if the complaint relates to a criminal offence);
  4. Where the complaint would be more appropriately dealt with in accordance with the Association of Residential Managing Agents (ARMA – now part of the Property Institute) Complaints Guidance;
  5. Complaints that are frivolous and/or vexatious;
  6. Where dealing with your complaint would seriously impair the effective operation of CEDR.

You will need to complete the application form (which can be found on the left-hand side of this webpage) and return it to CEDR.

This can be done by email: [email protected] or by post: CEDR, 100 St. Paul’s Churchyard, London EC4M 8BU

If you require any special assistance with your application, you can contact CEDR and reasonable adjustments will be made in line with the CEDR reasonable adjustments policy, which can be found on the CEDR website at www.cedr.com.

  1. A description of the precise issues that form the nature of your complaint about the IRPM member;
  2. A description of the precise conduct by the IRPM member that you believe to be a breach of the IRPM’s Code of Conduct;
  3. Any supporting documents on which you wish to rely.
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