Resources

The PRS Guide to Complaints for Members   ( Download)

This guide explains the purpose of the Property Redress Scheme (the PRS) and its complaints service, to you, the PRS Member.

ARLA Agent Fee Templates   ( Download)

These are example templates designed by ARLA to support Agents in complying with the Consumer Rights Act and providing the best possible services to all their clients.

Letting Agent Transparency Leaflet   ( Download)

The Consumer Rights Act has made it a legal requirement for all lettings agents in England to display details of all fees and charges on websites and in offices from 27 May. Agents also need to display whether or not they are a member of a client money protection scheme along with details of the redress scheme that they belong to.

Holding Deposits Guide   ( Download)

This guide is designed for Agents and Tenants to help explain when Holding Deposits may be taken, the process the Agent should carry out, what information should be provided to the Tenant and the fees the Agent must justify if they are making a deduction from the holding deposit.

Important Changes to Section 21   ( Download)

To help Agents understand some of the key changes to the section 21 and the repairs processes.

Unfair Lettings Fees; a Guide for Agents and their Tenants   ( Download)

Unfair or Excessive Agent fees are one of the most common consumer complaints raised with the Property Redress Scheme. This guide is designed for both Agents and Tenants to explain what may be deemed as an obscure, unfair or unjustifiable fee

Model Internal Complaints Procedure for Members   ( Download)

Members can use this document to assist them to devise a complaints procedure

Unfair Lettings Fees; a Guide for Agents and their Landlords   ( Download)

Unfair or Excessive Agent fees are one of the most common consumer complaints raised with the Property Redress Scheme. This guide is designed for both Agents and Landlords to explain what may be deemed as an obscure, unfair or unjustifiable fee.

How to Rent - The Checklist for Renting in England   ( Download)

This guide will help you to understand what questions to ask, what your rights are, and what responsibilities you have

Guidance on Apologising   ( Download)

The Property Redress Scheme guide on how to make an apology meaningful

Complaint Process Checklist   ( Download)

It is important to make your customers aware of your complaint process and the fact that you are a member of the Property Redress Scheme.

News & Blog

Membership to Property Redress Scheme grows 33% in 2016

The Property Redress Scheme (PRS) 2016 Annual Report has now been released. The report shows a 33% ...

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Letting Agents – Have your say (and a chance to win a £50 Amazon voucher)

Take part in the Fixflo annual survey for your chance to win a £50 Amazon voucher

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Property Redress Scheme is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015