News & Blog

The Property Redress Scheme commends Government decision on reform

On 24th January, the Government announced their response to the consultation on proposed reform of consumer redress in the property sector. 


Like many others, the PRS have welcomed the findings which include:

  • Setting up a new ‘Housing Complaints Resolution Service’, a single point of contact to help consumers access housing redress across all tenures including renting, buying and leasehold;
  • legislating to require developers of new build housing to belong to a New Homes Ombudsman to protect the interests of homebuyers and hold developers to account when things go wrong; and
  • legislating to require all private landlords (including private providers of student accommodation) and park home site operators to join a redress scheme in order to ensure consumers have access to redress.


PRS Head of Redress, Sean Hooker commented: “I very much welcome the Government's response to this consultation. Their proposals build on the existing landscape and seek to plug the gaps. A successful redress regime puts the consumer at its heart and should be fair and impartial. I look forward to working with the Government, the industry and consumer groups to make these plans a reality, level the playing field and further raise standards in the housing sector.”

From broken boilers to cracks in the wall, the new Housing Complaints Resolution Service will potentially help millions by providing a straight-forward way of getting help when faced with unresolved disputes about problems with their home – such as repairs and maintenance.


The proposals will aim to strengthen the current provision of redress by increasing it's reach across the whole property industry and by also creating a single code of conduct on dealing with complaints for all providers of property services.  


Tim Frome, Associate Director of PRS says: “I am delighted that that government have released their response to the consultation on redress in the property sector. A common sense approach is being adopted with a single portal to signpost consumers and filling the gaps in redress. 

The Property Redress Scheme has always allowed landlords who wish to offer redress to their tenants, to join the scheme voluntarily. We currently have a approximately 250 landlord members.

We look forward to working with the MHCLG on the Redress Reform Working Group with the implementation of the Housing Complaints Resolution Service and finding out more about the remit and process for applying for authorisation to help fill the identified gaps in redress including offering mandatory landlord redress in the future.


The Property Redress Scheme

Close to reaching a milestone 10,000 members, PRS is dedicated to offering free and fair redress to consumers. Agents of any size and property professionals can benefit from single price-point and simple sign up process. With an abundance of industry knowledge and experience PRS focus on education within the sector and on providing members with the best quality resources.

Press Contact
Leah Poser

03453 623 109



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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