Conduct | Ethics | Rules


The Institute of Residential Property Management (IRPM) is a professional organisation whose objective is to promote and stimulate improvements in the technical and general knowledge of individuals engaged in residential property management. In doing so, it aims to achieve high standards of practice and professionalism. Its members are required to operate within a Code of Professional Conduct (the Code).

This Code is not intended to be a comprehensive statement but rather an introduction to the principles to which IRPM members are expected to adhere.  It is a condition of membership that all members undertake to be bound by the Code and the standard of conduct implicit in the Rules of the Institute.


Those involved in the management of residential property have both legal and ethical obligations. The legal responsibilities are governed by the rules established in legislation and the rights and liabilities arising out of relationships with individuals are set out in civil law.

Professional ethics are the standards of performance and service the general public can expect from a person holding themselves out to be a professional.  A duty of care and skill applies to every aspect of your work.

The Code - applicable to all levels of membership

No member shall conduct themselves in a manner that would bring the Institute or its membership into disrepute.

Members shall:

  1. Comply with all legal requirements and relevant codes of practice and this clause overrides all others, so that where there is conflict, this clause shall prevail.
  2. Conduct yourself and your business in a professional, ethical, honest and fair way.  Be open and transparent in the way you work.
  3. Maintain high standards of personal behaviour both in your professional life and private life and to do nothing to bring yourself, your business or firm, the Institute, the Institute’s membership or the profession into disrepute.
  4. Maintain the integrity of yourself, the Institute, the Institute’s members and the profession in public and in the media.
  5. Provide appropriate and necessary information with your dealings with all parties and conduct yourself and your business in a way they can understand the information they receive and the implications of that information to them. 
  6. Ensure that clients and customers are provided with clear, complete and fair terms of business; such terms should be in writing.
  7. Ensure that all parties are clear for whom you are acting and the scope of your responsibilities.
  8. Avoid conflicts of interest or perceived conflicts of interest but if they do arise, deal with them promptly, openly and fairly.
  9. Ensure that all communications are fair, clear and timely.
  10. Ensure that all financial dealings are fair, transparent and understood by all parties.
  11. Carry out work with due skill and diligence and ensure that you are appropriately trained and knowledgeable for the work you do.  Do not do work beyond your competence.
  12. Ensure your advice is given ethically, impartially, fairly and on merit, using the best evidence and without discrimination or bias.
  13. Do not discriminate unfairly in any way.
  14. Act consistently in the public interest when it comes to making decisions or providing advice.
  15. Do not offer or accept gifts, hospitality or services, which might suggest a conflict of interest or other improper obligation.
  16. If you receive a complaint about something that you have done, then respond in an appropriate and professional manner and endeavour to resolve the matter to the satisfaction of the complainant where possible.
  17. You should challenge or report poor behaviour, for example but not limited to fraud, theft, conflict of interest or discrimination and raise the matter as appropriate with your colleagues, within your firm or the organisation that you work for or with the appropriate regulator, body or organisation.

IRPM Complaints Procedure

Upholding principles of the Institute

Current members are granted the right to display, against their own name, a designation of IRPM membership according to their experience and qualification - Associate (AIRPM), Member (MIRPM), Fellow (FIRPM). Affiliates have no designation or post nominal letters.

It is an indication of their professional standing and shall not be used to obtain personal gain nor to promote the products or services of their company. The designatory letters must never be used in conjunction with the member’s business, other than against their individual name, on any printed or published material. A member ceases to be entitled to use any IRPM designation on cessation of their membership.

In certain circumstances, the Institute allows firms employing IRPM members to display a separately defined logo having first entered into a written agreement with the IRPM.

Members shall, whenever possible, promote and support the activities of the IRPM and encourage suitable candidates to apply for membership and take the examinations of the Institute. Members shall undertake their own professional development (CPD) and record it on their on-line CPD record.

Property Redress Scheme

If a property manager or a letting agent does not resolve a complaint you can complain to an independent government approved property redress scheme.  

The property redress schemes provide a free, independent service for resolving disputes between property managers / letting agents and their customers.  

The property manager / letting agents have to be a member of one of redress schemes.

The government approved redress schemes are:

The Property Ombudsman (TPO)

The Property Redress Scheme