COVID-19 – How does this affect the PRS?
Last reviewed on 20th March 2020
We would like to keep you updated on how the current situation may affect our service and answer any potential questions you might have. We will update this page regularly and provide more updates when we have them.
What is the best way to contact us?
We are following advice from the UK government and although our offices remain open we have introduced remote working for a number of our employees. This may mean it could take a bit longer than usual for us to respond to you or provide you with an update on your case, and we appreciate your patience during this time. We would like to assure you that we are taking every measure possible to prevent delays and continue providing the level of service expected from us.
If you do need to speak to us, the best way to get in touch and ensure the quickest response is to email us. We will then respond as soon as possible by email or by calling you back. We are likely to experience some delays with our phone queues, so please email us wherever possible.
You can email us to:
We kindly ask that you limit the sending of physical post as much as possible as there is likely to be a delay in the processing and uploading of any documents. If possible, please send any documents by email.
Can you still join the PRS?
It’s business as usual for us which means you are still able to become a member of the PRS. Please follow our simple joining process here.
Will your complaint case be affected?
Our priority at this time is to keep complaint cases moving through the process and do everything we can to avoid any delays. As the situation and government advice changes, this could lead to unavoidable interruptions, but our aim is to keep you informed at every step. We really appreciate your patience and understanding.
If you would like to request an extension or more time to submit evidence to us, then please email us at
complaints@theprs.co.uk.
Will we still be suspending or expelling members?
We are continuing to follow the steps outlined in our complaints process, which means suspension and expulsion of members will take place as normal. In the event that a member agent has been forced to close their offices during this time as a result of COVID-19, we may exercise flexibility in the timescales and actions required. We have made this decision in the interest of fairness and to ensure the member has an opportunity to comply.
Any decision to extend timescales will be made on a case by case basis and both parties will be fully informed.
Thanks,
The Property Redress Scheme
