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

Breaking Property News 21/11/25

Daily bite-sized proptech and property news in partnership with Proptech-X.   VE+ the new procurement engine cutting developers costs without compromise Finishes packages are specification sensitive and expensive components of any build – VE+ fixes this  As construction costs continue to climb and procurement timelines tighten, developers and contractors are being pushed harder than ever…
Read More →
Breaking News

Inheritance Tax Receipts raise £5.2 billion in seven months

Inheritance tax (IHT) receipts hit £5.2 billion in the first seven months of the 2025/26 tax year, according to data released by HM Revenue and Customs (HMRC) this morning. This is £0.2 billion higher than same period of the previous tax year and continues an upward trend over the last two decades. Nicholas Hyett, Investment…
Read More →
Breaking News

FMB calls on Reeves to scrap housing tax threat

The Chancellor needs to scrap the Government’s proposed landfill tax quarry exemption which will add up to £28,000 to the cost of homes on small sites in next week’s Autumn Budget, says the Federation of Master Builders (FMB). Brian Berry, Chief Executive of the FMB, said: “At a time when the Government is failing to…
Read More →
Breaking News

Full Steam Ahead! UK Construction to return to growth in 2026

Construction intelligence specialists predict renewed activity following false-start over the summer. Revised figures will see UK construction sector grow 21% over the next two years Private housebuilding remains on course to grow significantly, with activity still predicted to rise by almost a fifth in 2027 Commercial office starts set to continue their ascent, and increasing…
Read More →
Breaking News

Winter is Coming: Douglas & Gordon Warns Landlords and Tenants to Take Action Before Disputes Occur

Mould, damp, burst pipes and boilers on the blink? With temperatures set to plummet in London this week, real-estate agent Douglas & Gordon is advising landlords and tenants to take action before issues occur. With 45% of landlords experiencing arrears or disputes, often linked to property condition or delayed maintenance* the agent’s expert lettings team…
Read More →
Breaking News

Home sellers slashing asking prices amid Budget speculation

The latest research from Property DriveBuy reveals that homesellers are slashing asking prices across the country in an attempt to attract buyers in a stagnant pre-Budget housing market. The latest asking price data* shows that the average asking price in Britain (£364,833) fell by -1.8% between October and November 2025, contributing to an overall annual…
Read More →