Dispute Mediation Protocol – The TLA

Streamlining landlord-tenant disputes with effective mediation protocols for a harmonious resolution.

Dispute Mediation Services

Expert mediation for landlord associations to resolve disputes efficiently and amicably.

Scope

This protocol applies to all tenant-landlord disputes submitted to TLA, including but not limited to:

Tenancy deposit disputes
Property disrepair
Breach of contract
Unlawful deductions or eviction threats

Purpose

This protocol outlines the steps and standards followed by The Landlord Association (TLA) when providing mediation and pre-action support in housing-related disputes. It ensures compliance with the Pre-Action Protocol for Housing Conditions Claims and encourages early, amicable resolution where possible.

1. Submission

The complainant must submit a signed instruction letter authorising TLA to act on their behalf.
Relevant documentation should be provided, including tenancy agreements, inventory/check-in/check-out reports, and any relevant correspondence.

2. Review and Legal Assessment

TLA will assess the legal merits of the case within five (5) working days of receipt.
If the case meets mediation criteria, a formal Notice of Proposed Resolution is sent to the respondent (e.g., landlord, agent, or management company).

3. Communication and Response Timeline

The respondent is given a specific timeframe (typically 7–14 calendar days) to provide a formal written response.
If no response is received, follow-up correspondence may be issued.
Failure to engage will be documented and may be referenced in further proceedings, including Tenancy Deposit Scheme (TDS) adjudication or Small Claims Court.

4. Resolution or Escalation

If the respondent agrees to mediation, TLA will facilitate a written or verbal exchange to reach resolution.
All agreements are documented in writing.
If resolution is not achieved or the respondent refuses to engage, the complainant will be advised on next steps, including escalation to the TDS or legal action.

5. Ethical Standards

All parties are expected to act in good faith and in accordance with civil procedure pre-action conduct.
TLA representatives will remain impartial and follow evidence-based practices.
Confidentiality will be maintained unless legal disclosure is required.