One hundred complaints.

May 8, 2015

Since October last year it was  mandatory that Property Agents  be joined up to a consumer redress scheme, essentially  a scheme authorised by the Department for Communities and Local Government (DCLG) and National Trading Standards, a  role in which the scheme  would provide fair and reasonable resolutions to disputes between members of the public and property agents.

The Property Redress Scheme (PRS) one of three consumer redress schemes has now processed its 100th Complaint – six months since it became mandatory that all Letting Agents and Property Management Agents join a consumer redress scheme .

PRS points out that two areas that Agents should be consciously aware of is  – Documentation and Communication.

Clear and unambiguous documents, in particular those that relate to terms and conditions, charges and management agreements, are essential to ensure that the customer is fully protected. This also protects the Agent, defines the business relationship and manages customer expectations.

Communication is also essential and Agents should ensure that they do everything to keep the channels open even when the relationship is breaking down.  Not doing so inevitably leads to the situation deteriorating and by the time of scheme involvement, the consequences have moved far beyond the initial dissatisfaction.

Sean Hooker, Head of Redress for the PRS states on their website “It is still, in my view, the duty of the industry is to help police this legislation. There are a number of Agents out there who either through ignorance or wilful defiance have not signed up to a scheme. We are therefore working with local authorities to ensure the law is enforced as vigorously as possible and consumers remain protected.”

 

 

Allen Walkey

Highly experienced businessman with a successful career in property sales and investment both in the UK and abroad. Now a freelance writer and blogger for the property and Investment Industry, keeping readers up-to-date with changes and events in a rapidly changing world.

You May Also Enjoy

Breaking News

The UK towns boasting +80% house price growth amid nationwide drop

For the first time since 2023, UK house prices have dropped. However, many areas are bucking the recent news, with strong growth overall in the last 5 and 10 years. The cash house buyers and property experts at Sell House Fast have compiled ‘The Property Prosperity Index’, revealing the best places to buy and sell property…
Read More →
Estate Agent Talk

London remains destination of choice for international property wealth

The latest research from London lettings and estate agent, Benham and Reeves, has revealed that London accounts for 43% of all property titles owned by overseas companies across England and Wales, highlighting the capital’s enduring appeal as an international property investment destination. Benham and Reeves analysed the latest Land Registry Overseas Companies Ownership Data to…
Read More →
to let sign 2025
Breaking News

First drop in rental supply in three years pushes rents higher

Rental growth set to accelerate to 4–5 per cent by the end of 2026 as higher mortgage rates keep would-be buyers renting for longer, reducing rental supply UK rents are 2.6 per cent higher in the 12 months to July 2026, up from 1.6 per cent in February and are on track to reach 4-5…
Read More →
Breaking News

Breaking Property News 13/9/26

Daily bite-sized proptech and property news in partnership with Proptech-X.   Sourced Living Chooses Genifea AI to support its branch network and its clients Sourced Living, the lettings and estate agency network of Sourced Property Group, has chosen Genifea to handle customer enquiries across its branches — in what is also the London-based platform’s first…
Read More →
Rightmove logo
Breaking News

Back-to-school buyer bounce outpaces typical September uplift

New real-time analysis from the UK’s largest property platform Rightmove reveals that buyer demand received a stronger than usual back-to-school boost during the first week of September Buyer demand increased by 5% during the opening week of the month, significantly higher than the average increase of 0.4% seen over the same period during the last…
Read More →
Letting Agent Talk

8,500 tenanted homes currently on the market

8,500 tenanted homes currently up for sale as TLP highlights importance of clean client money handovers   More than an estimated 8,500 homes are currently being marketed for sale with tenants in situ across England, according to the latest analysis by The Letting Partnership, presenting landlords with the opportunity to acquire an investment generating rental…
Read More →