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:

  • Comply with all legal requirements and relevant codes of practice
  • Conduct business in a professional, honest and fair way
  • Carry out work with due skill and diligence and ensure that you are appropriately trained and knowledgeable
  • Ensure that clients are provided with clear and fair terms of business
  • Avoid conflicts of interest but if they do arise, deal with them promptly, openly and fairly.
  • Not discriminate unfairly in any dealings
  • Ensure that all communications are fair, clear and timely and that all financial dealings are transparent
  • Ensure that all parties are clear for whom you are acting and the scope of your responsibilities.

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 three letting agent redress schemes.

The three government approved redress schemes are:

The Property Ombudsman (TPO)

The Property Redress Scheme

Ombudsman Services Property