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

Letting Agent Talk

Section 21 reform divides landlords and tenants

Five months after Section 21 was abolished, landlords and tenants remain sharply divided over whether the reform was necessary, but both sides agree that good relationships and clear communication have the greatest influence on how secure a renter feels, according to new research from LRG. The Autumn 2026 Lettings Report, based on responses from 405…
Read More →
to let sign 2025
Breaking News

70% of landlords anticipate rent rise due to Autumn Budget

As landlord exodus threatens rental supply The latest research from LegalforLandlords has found that 70% of UK landlords are considering increasing rents following the Government’s latest property income tax changes, while almost half are considering selling properties or reducing their portfolios, raising concerns about the future availability and affordability of privately rented homes. LegalforLandlords commissioned…
Read More →
Estate Agents should not all look the same
Estate Agent Talk

Estate agent earnings fails to keep pace with inflation

Estate agency earnings have failed to keep pace with inflation over the last decade, despite more positive growth in recent years, according to the latest industry analysis from eXp UK, highlighting why more agents may be looking towards the self-employed model to maximise their earning potential. eXp UK analysed Office for National Statistics (ONS) data…
Read More →
Breaking News

Southern landlords face up to £22,000 tax hit

Landlords in the South East could pay more than £22,000 extra tax over 25 years, with those in the South West facing more than £19,000 Property income tax hike squeezes a generation that has turned to bricks and mortar to fund retirement Retirees across the South of England who rely on property to supplement their…
Read More →
Breaking News

Corporate landlords cautiously optimistic after first six months of RRA

Impact of Renters’ Rights Act not as bad as feared for professional investors More than four in five (82%) corporate landlords looking to expand Analysis of data from LRG’s Living Markets division reveals that after six months in force, the Renters’ Rights Act is yet to have any significant negative impact on the corporate landlords…
Read More →
Breaking News

Property market has failed to meet expectations

Two-thirds of developers say property market has failed to meet expectations as Autumn Budget fails to boost confidence Jonathan Samuels, CEO of specialist lender, Octane Capital, believes that the Autumn Budget has done little to restore confidence across the UK development sector, with the firm’s latest industry insight revealing that 67% of developers feel property…
Read More →