News & Blog

Property Redress Scheme sees huge rise in complaint notifications


The Property Redress Scheme (PRS) has today released their Annual Report for the year 2017.


The Report show there has been a 61% rise in formal complaint notifications compared to a 40% increase in 2016.  Membership of the scheme has continued to grow at a rapid rate with a 38% increase on members in 2016.


The report details an increase in types of complaints such as fees and charges, general communication, poor service and complaint handling, as well as rent collection as part of the wider increase in disputes received.


Property Redress Scheme, Head of Redress, Sean Hooker said: “We have worked hard to get our 2017 Annual Report out early and I believe it contains some very interesting information. Our membership continues to grow at an astonishing rate but it is the increase in complaint numbers which shows the value we are providing to the property industry”. 


A ‘Spotlight on client money protection’ is included within the Report as we see the process of client money protection becoming mandatory this month. Complaints about client money rose 41% from 2016, according to this year’s report.


Alongside the statistics, the report contains summaries from Lord Monroe Palmer and Sean Hooker, with the Head of Redress also providing a summary of consultations and his view from Westminster. Both well-versed in the workings of the private rented sector, Lord Palmer and the Head of Redress offer valuable insight into legislative changes and the future of the sector.

Readers can gain greater insight into the complaints process, case studies and find a full list of this year’s expelled members. Information on the Scheme’s finances and the charitable efforts of the PRS are also included within the 32-page document.


The main purpose of the PRS is to settle or resolve complaints made by consumers where the Members’ internal complaints procedure has been exhausted - and with change aplenty in the industry, the PRS offers the stability desired by many within the sector.  


It also offers an easy to access online Members’ area to help Agents manage complaints, as the Scheme prides itself on being there for consumer and complainants as it seeks to continue to raise professionalism and standards within the industry.


You can read the full report by clicking on the image above!


For more content and details, please see our Twitter account: @propertyredress


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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