Become a member of Property Redress

As a property professional, it is a legal requirement to join a government authorised redress provider. At the Property Redress, we offer flexible membership options, competitive prices, best practice resources and an expert resolution team to raise standards and educate the property industry

Benefits of our service

Effective Resolution

Effective Resolution

Facilitates agreements between landlords and tenants on tenancy-related issues

Handle, Resolve, Signpost

Handle, Resolve, Signpost

Expert dispute resolution professionals offer specialist support and advice.

Raising Standards

Raising Standards

Enhanced confidence and accountability within the sector for both tenants and landlords.

Who can join?

Those carrying out estate, lettings, and property management work are legally required to join a government authorised redress provider. By joining Property Redress will show your customers that you are fully compliant.

We also welcome property professionals like company landlords, inventory clerks, tenant relocation experts, property finders, and removal companies. Membership provides an open and transparent resolution service, enhancing reputation and customer confidence.

What is it?

One annual fee for head office and each of the branches. No individual complaint fees for sales and lettings complaints subject to a fair usage policy* and £315 plus vat for property management complaints in relation to residential leasehold/block management activity.

What is it?

Low annual subscription fee plus reasonable complaints fees of £160 plus vat for sales and lettings complaints and £315 plus vat for property management complaints in relation to residential leasehold/block management activity.

Who can join the Property Redress?

Our business membership is designed for both agents and property professionals such as company landlords, inventory clerks, tenant relocation experts, property finders, and removal companies. Learn more about the flexible membership options we offer below.

Property agents

- Low annual subscription fee
- Reasonable complaints fee of £160 plus vat for sales and lettings complaints
- £315 plus vat for property management complaints in relation to residential leasehold/block management activity

  • Every business or individual that carries out estate,lettings and property management work in England has a legal responsibility to join an authorised redress scheme

Property professionals

  • We also offer our redress service to property professionals e.g. company landlords, inventory clerks, tenant relocation experts, property finders, removal companies

- One annual fee for head office and each of the branches
- No individual complaint fees for sales and lettings complaints subject to a fair usage policy*  
- £315 plus vat for property management complaints in relation to residential leasehold/block management activity

What membership models do we offer?

Property Redress offers three membership models for you to choose from, Enhanced, Entry and RLM. learn more about each of the models below to choose the most suitable option for you.

Entry

Lower annual fee, plus complaint fee

Enhanced

£250
/annual
(ex. VAT)

Annual fee includes complaint fees
(fair use policy)

£250.00 per additional branch
Complaint fees:
Property management - £315.00

*all fees exclude VAT

Residential leasehold management (RLM)

£280
/annual
(ex. VAT)

For agents with over 80% block management activity

£5.00 per additional branch
Complaint fees:
Sales and lettings - £160.00
Property management - £315.00

*all fees exclude VAT

Annual Membership

£ 155 (plus vat) per application (Head Office/Person) +
-----------------------------------------------------
£ 155 (plus vat) per extra Branch if applicable

Complaint fees

£ 155 160 (plus vat)

--------------------------------------------------------

Enhanced

Annual fee includes complaint fees
(fair use policy)

Entry

£155
/annual
(ex. VAT)

Lower annual fee, plus complaint fee

£155.00 per additional branch
Complaint fees:
Sales and lettings - £160.00
Property management - £315.00

*all fees exclude VAT

Residential leasehold management (RLM)

£280
/annual
(ex. VAT)

For agents with over 80% block management activity

£5.00 per additional branch
Complaint fees:
Sales and lettings - £160.00
Property management - £315.00

*all fees exclude VAT

Annual Membership

£ 250 (plus vat) per application (Head Office/Person) +
-----------------------------------------------------
£ 250 (plus vat) per extra Branch if applicable

Complaint fees

No complaint fees*

--------------------------------------------------------

Residential leasehold management (RLM)

For agents with over 80% block management activity

Annual Membership

£ 280 (plus vat) per application (Head Office/Person) +
-----------------------------------------------------
£ 5 (plus vat) per extra branch if applicable

Complaint fees

£ 155 160 (plus vat)
--------------------------------------------------------

£ 315 (plus vat) for property management.
-----------------------------------------------------
£ 160 (plus vat) for sales and lettings complaints.

Entry

£155
/annual
(ex. VAT)

Lower annual fee, plus complaint fee

£155.00 per additional branch
Complaint fees:
Sales and lettings - £160.00
Property management - £315.00

*all fees exclude VAT

Enhanced

£250
/annual
(ex. VAT)

Annual fee includes complaint fees
(fair use policy)

£250.00 per additional branch
Complaint fees:
Property management - £315.00

*all fees exclude VAT

*A £200 plus VAT fee applies to each property management complaint.

Reasons to join us

Check below to see how we can help by selecting which best describes your situation.

Freeholders
The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

• Help with any breach of legislation
• Give a legal ruling, for example, on the interpretation of the lease
• Intervene in disputes that have arisen between you and the leaseholders

If your complaint involves any issues not covered, you will need to consider other avenues such as legal action or mediation.

Leaseholders (Tenants)
The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Communication and Availability
• Requests for Information
• Repairs
• Access to Your Property
• Disputes
• Complaint Handling

We cannot help with:

• Help with any breach of legislation
• Give a legal ruling e.g. on the interpretation of the lease
• Management performance
• Service charges
• Forcing the agent to do repairs

If you are complaining as a leaseholder, we are limited in what we can deal with. If you would like more advice,
The Leasehold Advisory Service (LEASE) gives free legal advice to leaseholders on the law affecting residential leasehold in England and Wales

 Leaseholders with freehold

If you've enlisted a property agent to manage your property on your behalf, Property Redress can review complaints regarding the agent's fairness and reasonableness. 

Once you've acquired your Freehold, the legislative protections afforded to leaseholders may no longer apply in the same manner. This shift in ownership grants you control over property management decisions and associated costs. 

Regardless of your circumstance, it's highly advised to seek guidance from The Leasehold Advisory Service for comprehensive assistance:

[The Leasehold Advisory Service](https://www.lease-advice.org)

Residents Management Companies (RMCs)
The Property Redress Scheme assesses complaints regarding whether a property agent representing the RMC has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

Effective Resolution

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

Handle, Resolve, Signpost

• Assist with breaches of legislation
• Provide legal rulings, such as lease interpretation
• Mediate disputes between residents and leaseholders

For complaints about the Residents Management Company, please refer to the First-Tier Tribunal (or in Wales, The Leasehold Valuation Tribunal).

Residents Management Companies (RMCs)
The Property Redress Scheme assesses complaints regarding whether a property agent representing the RTM has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

Effective Resolution

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

Handle, Resolve, Signpost

• Assist with breaches of legislation
• Provide legal rulings, such as lease interpretation
• Mediate disputes between residents and leaseholders

For complaints regarding appointing a new manager or ending the Right to Manage, please refer to the First-Tier Tribunal (or in Wales, The Leasehold Valuation Tribunal).

Housing Association Residents
We regret to inform you that The Property Redress Scheme is unable to address complaints concerning Housing Associations. 

What to Do About Your Complaint: 

If You Are a Tenant: You can lodge a complaint directly with your Housing Association if you rent your home from them. This includes issues such as unaddressed repairs, inadequate repair work, or neglect of safety concerns within your residence. 

If You Are a Leaseholder: As a leaseholder, you own your home on a long lease, including shared ownership leases. You have the right to file a complaint if the Housing Association, acting as your freeholder, fails to adhere to the terms outlined in your lease. This might involve situations where the Housing Association neglects cleaning or maintaining the communal areas of the building. 

Your Housing Association should be a member of the Housing Ombudsman. If you are dissatisfied with the Housing Association's response to your concerns, you have the option to escalate your complaint to the Housing Ombudsman.

Shared Ownership 

We regret to inform you that The Property Redress Scheme cannot address complaints regarding Housing Associations.

What to Do About Your Complaint:

Shared ownership schemes allow individuals to part-buy and part-rent a home, often administered by housing associations or private entities.

If you own your home through a shared ownership lease, you have the right to file a complaint if the Housing Association, acting as your freeholder, fails to fulfil obligations outlined in your lease. This could include instances where the Housing Association neglects cleaning or maintaining the communal areas of the building.

Your Housing Association should be affiliated with the Housing Ombudsman. If you find the Housing Association's response to your concerns unsatisfactory, you have the option to escalate your complaint to the Housing Ombudsman.

Freeholders

The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

• Help with any breach of legislation
• Give a legal ruling, for example, on the interpretation of the lease
• Intervene in disputes that have arisen between you and the leaseholders

If your complaint involves any issues not covered, you will need to consider other avenues such as legal action or mediation.

Leaseholder

The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Communication and Availability
• Requests for Information
• Repairs
• Access to Your Property
• Disputes
• Complaint Handling

We cannot help with:

• Help with any breach of legislation
• Give a legal ruling e.g. on the interpretation of the lease
• Management performance
• Service charges
• Forcing the agent to do repairs

If your complaint involves any issues not covered, you will need to consider other avenues such as legal action or mediation.

Leaseholder with freehold

 
If you've enlisted a property agent to manage your property on your behalf, Property Redress can review complaints regarding the agent's fairness and reasonableness. 

Once you've acquired your Freehold, the legislative protections afforded to leaseholders may no longer apply in the same manner. This shift in ownership grants you control over property management decisions and associated costs. 

Regardless of your circumstance, it's highly advised to seek guidance from The Leasehold Advisory Service for comprehensive assistance:

[The Leasehold Advisory Service](https://www.lease-advice.org)

Resident's management company

The Property Redress Scheme assesses complaints regarding whether a property agent representing the RMC has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

• Assist with breaches of legislation
• Provide legal rulings, such as lease interpretation
• Mediate disputes between residents and leaseholders

For complaints about the Residents Management Company, please refer to the First-Tier Tribunal (or in Wales, The Leasehold Valuation Tribunal).

Right to manage company

The Property Redress Scheme assesses complaints regarding whether a property agent representing the RTM has acted fairly and reasonably. Examples include: 

We can help with complaints regarding:

• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling

We cannot help with:

• Assist with breaches of legislation
• Provide legal rulings, such as lease interpretation
• Mediate disputes between residents and leaseholders

For complaints regarding appointing a new manager or ending the Right to Manage, please refer to the First-Tier Tribunal (or in Wales, The Leasehold Valuation Tribunal).

Housing Association resident

We regret to inform you that The Property Redress Scheme is unable to address complaints concerning Housing Associations. 

What to Do About Your Complaint: 

If You Are a Tenant: You can lodge a complaint directly with your Housing Association if you rent your home from them. This includes issues such as unaddressed repairs, inadequate repair work, or neglect of safety concerns within your residence. 

If You Are a Leaseholder: As a leaseholder, you own your home on a long lease, including shared ownership leases. You have the right to file a complaint if the Housing Association, acting as your freeholder, fails to adhere to the terms outlined in your lease. This might involve situations where the Housing Association neglects cleaning or maintaining the communal areas of the building. 

Your Housing Association should be a member of the Housing Ombudsman. If you are dissatisfied with the Housing Association's response to your concerns, you have the option to escalate your complaint to the Housing Ombudsman.

Shared ownership


We regret to inform you that Property Redress cannot address complaints regarding Housing Associations.

What to Do About Your Complaint:

Shared ownership schemes allow individuals to part-buy and part-rent a home, often administered by housing associations or private entities.

If you own your home through a shared ownership lease, you have the right to file a complaint if the Housing Association, acting as your freeholder, fails to fulfil obligations outlined in your lease. This could include instances where the Housing Association neglects cleaning or maintaining the communal areas of the building.

Your Housing Association should be affiliated with the Housing Ombudsman. If you find the Housing Association's response to your concerns unsatisfactory, you have the option to escalate your complaint to the Housing Ombudsman.

1.
Quick and easy joining process

There is no cost for raising a complaint

  • a complainant has followed the agent's formal complaints process
  • at least 8 weeks has been allowed for the agent to resolve the complaint
  • there is no response or no satisfactory resolution has been reached
2.
First contact

The complaint will be allocated to a case assessor who will:

  • contact both parties within 5 working days
  • request evidence, if needed, before deciding in the next 10 working days if the complaint can be accepted for investigation, in line with our Conditions of complaints
3.
Response from member

When a complaint is accepted, the case assessor will:

  • inform the agent and ask them to either send us their rebuttal response and relevant evidence, or resolve the complaint directly with the complainant, within 10 working days
  • wait for confirmation that the complaint has been settled directly or if the complaint should continue
  • send a complaint directly for a default decision if the agent does not provide rebuttal evidence, or engage with us and a complaint fee will be charged
4.
Early resolution

Once all evidence has been received, the case assessor has up to 15 working days to:

  • review the evidence and contact the parties to discuss the complaint and possible grounds for resolution
  • propose an early resolution which, if agreed by both parties, will become the final decision OR
  • progress the complaint to the next stage, either after the 15 working day period or earlier if early resolution is unsuccessful
5.
Proposed / default decision

The case officer will:

  • either write a default or a proposed decision based on the evidence provided within 10 working days from the date it was allocated to them
  • send the proposed decision to both parties, who have 10 working days to accept or decline the decision and request a review
6.
Party response

Once a decision has been made:

  • and both parties agree, the complainant’s bank details will be sent to the agent where there is a financial award so it can be settled
  • a review can only be requested if there has been an error in fact, law or an administrative error
  • and where a review has been requested, and accepted, the other party will then have 5 working days to respond
  • and if the review is rejected, the proposed decision will become the final decision
7.
Final decision

If a review request is accepted:

  • the Head of Redress will have 20 working days to issue a final decision from the date it is allocated
  • the complainant will have 10 working days to accept the final decision which the member will have to comply with
  • and the complainant does not respond to the final decision, the complaint will be closed
8.
Compliance

The agent will have 10 working days to comply with the decision, at whichever stage it is made

  • non-compliance can trigger our suspension process
  • the complainant can take the agent to court for non-compliance

Who must join?

All property agents and professionals involved in estate, lettings, and property management work are legally required to join an authorised redress scheme. Property Redress is authorized by the Department for Levelling Up, Housing and Communities (DLUHC), the National Trading Standards Estate and Letting Agent Team (NTSELAT), and the Chartered Trading Standards Institute (CTSI) to provide dispute resolution services under the ADR Regulations 2015.

Under our CTSI authorization, we serve property professionals such as company landlords, inventory clerks, tenant relocation experts, property finders, and removal companies. Membership with PRS offers these professionals an open and transparent resolution service, enhancing their reputation and providing customer confidence.

By joining Property Redress, property agents and professionals agree to resolve complaints through our process and adhere to our final decisions when legally required. Non-compliance can result in fines or business closure.

Join now

Who must join?

All property agents and professionals involved in estate, lettings, and property management work are legally required to join an authorised redress scheme. Property Redress is authorized by the Department for Levelling Up, Housing and Communities (DLUHC), the National Trading Standards Estate and Letting Agent Team (NTSELAT), and the Chartered Trading Standards Institute (CTSI) to provide dispute resolution services under the ADR Regulations 2015.

Under our CTSI authorization, we serve property professionals such as company landlords, inventory clerks, tenant relocation experts, property finders, and removal companies. Membership with PRS offers these professionals an open and transparent resolution service, enhancing their reputation and providing customer confidence.

By joining Property Redress, property agents and professionals agree to resolve complaints through our process and adhere to our final decisions when legally required. Non-compliance can result in fines or business closure.

Join now

Why choose the Property Redress?

Quick and easy resolution

Our service is designed to resolve complaints in a timely manner, with an average time of 30 working days

Flexible membership options

A choice of three membership models allowing you to choose the membership that suits your needs

Competitive and affordable prices

No individual complaint fees for sales and lettings complaints for property professionals

Advice and guidance from experts

Helping users by providing detailed guidance on the complaints and resolution process

Exceptional service and support

Our leadership team brings over 75 years of combined expertise delivering exceptional support

Outstanding communication

Our dedicated customer service team are available to support your needs and provide advice

Quick and easy joining process

• All advertising and marketing materials must be clear, legal, and truthful.

· Advertising materials must not mislead, give a false impression, or misdirect.

· Whenever possible, advertising materials should reference NRLA membership.

Three membership options

· Members shall provide tenants with a written statement of the terms of their occupancy.

· Where possible, terms should be provided well in advance of the proposed commencement of occupancy to allow prospective tenants to seek relevant advice.

· Members will make reasonable efforts to assist prospective tenants in understanding their terms of occupancy.

Competitive and affordable prices

Members will:
· Demonstrate respect towards tenants

· Adhere to data protection regulations, including GDPR requirements.

· Ensure timely communication

· Furnish relevant contact information Address all reported disrepair matters promptly and without undue delay

· Take necessary measures to uphold the habitability of residential properties throughout the duration of the tenancy.

Expert advice and guide

· Members shall guarantee that neither they nor their representatives engage in harassing their tenant or actions amounting to illegal eviction.

· When terminating a tenancy, members shall ensure compliance with the appropriate legal procedures to conclude the agreement.

· Members shall not withhold providing a tenant with a reference for securing a new tenancy unless justified by good cause.

Experienced and friendly staff

· Members shall guarantee that neither they nor their representatives engage in harassing their tenant or actions amounting to illegal eviction.

· When terminating a tenancy, members shall ensure compliance with the appropriate legal procedures to conclude the agreement.

· Members shall not withhold providing a tenant with a reference for securing a new tenancy unless justified by good cause.

Multiple ways to contact us

· Members shall guarantee that neither they nor their representatives engage in harassing their tenant or actions amounting to illegal eviction.

· When terminating a tenancy, members shall ensure compliance with the appropriate legal procedures to conclude the agreement.

· Members shall not withhold providing a tenant with a reference for securing a new tenancy unless justified by good cause.

Join our community

It’s easy to join the Property Redress, simply complete the application form, make the annual payment and become part of our community of over 20,000 member offices.

Join now
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Copyright © 2024 Property Redress. All rights reserved. Company number: 08994516 Registered office address: 7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE Property Redress is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015