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

to let sign 2025
Letting Agent Talk

Northern Ireland emerging as one of the UK’s most attractive long-term rental investments

Northern Ireland rents have increased by approximately 51% over the past five years Tenant enquiries have risen by approximately 33%, highlighting continued demand for quality rental accommodation. Four of the five fastest-growing housing markets in the UK are located in Northern Ireland 26% of landlords in England sold at least one rental property during 2024,…
Read More →
Estate Agent Talk

Homebuyers demand same-day conveyancing updates

New research from Lyons Bowe solicitors reveals that Britain’s homebuyers have little tolerance for poor communication during the conveyancing process, with buyers increasingly expecting same-day updates, prompt responses, and swift notification of any issues that could impact their purchase. The survey of current and recent homebuyers who have purchased a property within the last two years,…
Read More →
Breaking News

Breaking Property News 25/6/26

Daily bite-sized proptech and property news in partnership with Proptech-X.   Detecting property moisture defects without invasive or damaging procedures BEST Training, a specialist CPD provider for the built environment, has now launched Module 2 of its advanced course series: Investigating Moisture in Traditional Buildings. The module offers an end-to-end diagnostic curriculum for professionals working…
Read More →
Breaking News

How Wimbledon property compares to other Grand Slam locations

The latest research from Benham and Reeves has revealed that property values in Wimbledon, home to the Wimbledon serves up more subdued house price growth than fellow Grand Slam locations The latest research from Benham and Reeves has revealed that property values in Wimbledon, home to the world’s most prestigious tennis tournament, have fallen by…
Read More →
Breaking News

Interest rates matter, but asking price is still what sells a home

Homes priced right first time find a buyer in around five weeks, while overpriced homes take three months longer, and new LRG research shows what buyers are looking for. The Bank of England’s latest decision to hold interest rates is welcome news for buyers and sellers, providing greater stability and confidence for those considering a…
Read More →
Tips when buying at property auctions
Breaking News

Three-bedroom homes dominate Britain’s quick-sale market

The latest industry insight from the House Buyer Bureau reveals that the East and West Midlands are Britain’s quick sale hotspots, with three-bedroom homes proving the most common property type when it comes to quick-sale activity. House Buyer Bureau’s internal data* shows that in 2025 the company had contact with, and made a firm offer…
Read More →