The Property Redress Avis 123

Basically, agree with previous comments that the PRS is essentially pro-agent. They just did not seem interested in addressing our key complaints, even though they found evidence to back them. Most importantly, they were unwilling to look into persuading the agent to terminate the agency even though the contract permitted this, and even though the agent had behaved in an intimidating as well as secretive and negligent way.

The primary reason for rejecting the recommendation is the failure to acknowledge the deeply intimidating and threatening nature of WhatsApp messages from the agent, which left me, as a woman, terrified. The reviewer recognized that the agent fell below expected standards but did not address how I, as a younger female landlord, am expected to continue working with someone who bullied and intimidated me. This ongoing distress has caused significant mental and physical harm since May 2024. The recommendation implies that I should simply endure this behavior, forcing me into a harmful business relationship despite the agent's unprofessional and deceitful conduct.

Further, the process is both long-drawn out and unclear. There is no proper guidance on what can be addressed by PRS and what cannot. So, you are left in the dark over what will be taken seriously. Whilst it was useful to put pressure on the agent, without incurring legal costs, this is not an effective procedure.
Case no 114097

Great place to go and waste your time.
I agree with other reviews. Bias towards those that fund it.
The agent assigned to my case, did not understand how to access my complaint on the PRS website and kept asking me to download the complaint and send to him.

The early resolution is also a waste of time. I am better off going to the court directly, rather than using the PRS.

The whole process was a waste of time and felt like the PRS is a body set up by property management industry to make it look like it is accountable.

The reviews are correct, PRS is partial towards the agent.
I think my case is quite clear: I let out my property through an agent. As I am overseas, the agent fully managed the property. The utility bills were not changed to the tenant's name and the agent refused to deduct the money from the deposit.
The agent explains to the case assessor that the tenant refused to pay the bill, and even if it is brought to MyDeposit, MyDeposit would not side with me as the bills are under my name. Then the case assessor told me several times that he thinks the agent has done all he can do and met his obligations.
How ridiculous!
But I am still hoping as I see one comment from 2020 said at the first stage PRS was partial towards the agent but the second stage was satisfying. But I don't know if the cases are still handled in the same process today. I hope the ultimate result could be satisfying as I lost over 3,000 pound!

Don't waste your time engaging with this organisation, as it demonstrably fails to address complaints with the seriousness they require and lacks the capability to effectively handle them. The deficiencies will show fairly early on. Look closely at the quality of their written communications and the professionalism of the person on the end of the phone; both are consistently substandard, weak, and inadequate. It's evident that the Property Redress Scheme (PRS) exists primarily to shield landlords, estate agents, and related parties by providing a facade of accountability through membership of a redress scheme. While this may look credible on paper, it is fundamentally self-serving. The PRS loudly publicises the addition of new members, but these very members—the landlords, and estate agents you're likely to have issues with—would never join if they thought for a moment that the PRS would hold them truly accountable. The PRS's primary interest is in serving its members. So, if you have a complaint, expect nothing from the PRS to avoid disappointment.

When I thought how to complain about PRS, I decided to write it here. I was astonished by number of unhappy landlords who expressed themselves as I wished to do so. Therefore I won’t repeat what has been already said but when I finally changed my agent I went to lengths to ensure they were tied with The Property Ombudsman instead of PRS.

PRS skim read the information and with however little they picked up on, make their conclusions and comments. And in spite they agreed with the facts I provided they still made no difference towards my claim. It’s absurd. PRS tries to tire you into accepting pennies in comparison to what you are owed, acting in favour of their clients - the estate agents.

I spoke with Jo and she was excellent,very thorough and professional.She also did research for me and provided guidance for me to email her team with.Thank you Jo and PRS.

I have had a great support in resolving my concern with the agent. Unfortunately my agent was not responding to my concerns and had not been taking any actions for months. I had to resort to taking the issue with the PRS and I was pleasantly surprised to see how quickly the agent resolved the issues.

Thanks to Kiran from PRS

The first phone contact , very helpful and confirmed we had a case, but that was the only help . Who ever the case was passed to to handle it was onvthe side of the agent , without even checking with us as to what the agent has told him is true , how can a managing agent who has resigned refuse to hand over funds to a company bank account set up by directors , and after formally being removed by company director and new agent being signed up . Not only refusing to hand over funds but still acting as managing agent when been officialy removed by director. Yet PRS seem to think his actions are correct .
Utter rubbish , a totally waste of time and effort making contact

It is a travesty that the Property Redress Scheme (PRS) is approved by the Government under the Alternative Dispute Resolution for Consumer Disputes. They are incompetent and biased in favour of their clients—the agents. As most reviews indicate, they rule in favour of the agent even when overwhelming evidence is presented outlining the agent's failings. I urge anyone who the PRS has wronged to write to their MP and the Department for Levelling Up, Housing and Communities as the way they conduct themselves is unjust. They are not fit for purpose and are doing a disservice to consumers. If you are considering bringing your case to the PRS, I recommend using the courts or looking at alternative options, as you will be very disappointed.

Before I made the complaint, I feared the investigations would not be thorough. For example there isn't someone at the property redress scheme that you can speak with to discuss your complaint. The property redress scheme haven't even bothered to mention the main reason for our complaint in their findings, leaving us feeling as though they haven't bothered to investigate our complaint in any meaningful way whatsoever. We have been left feeling why did we waste our time bringing the case to them in the first place, we might as well have not bothered.

If I could score less than 1 I would have. Sided with the paying member..sorry the Letting Agent who were blatantly in the wrong. Absolute joke.

They just told me to do mediation with the tenants that live despite trying to get them to see evidence that the landlord has not seen.

Burning plastic smells I know what it is.
Noises proven including attacking my walls most recently.
Harassment from the tenants.
Videos.
Domestic disturbances police involved.
Doors slammed for this reason.
House fire im not convinced anything was done about it.
Warnings issued.

I will not do mediation with any of them that live there I actually find it incredible that you suggested. Home was perfectly fine until they turned up.

Complaint against the agency.

Data protection act law broken by the agency putting my details online.

Accused me of bullying 7 people on the street no evidence and defamation of character.

Accused me of following the previous tenants subletting and smoking. I have a video camera on my wall just like everyone else on the street.

Sided with the letting agency it seams that tenancy agreements don’t matter and can do what you like.

No problems at all at the address not the agencies problem.

I can see why the company only gets one star ratings.

I guess no one cares unless they get the money. What a joke 1 year of hell. No help just called a liar.

No one’s willing to see the updated evidence that came in.

Total waste of time. Don't bother.

Same as the majority of reviews, completely biased towards the paying member which explains why the letting agent insisted on using them. Obviously does not take any notice of the negative reviews on here as they simply carry on regardless. Update…see their response, complete ignorance, does this look like a five star review?!.

Total waste of time. Compliance guy said that he supported our complaint then turned around and said that he couldn’t make the agent answer our questions then closed the case. Told us to resubmit the same complaint. What a waste of 9 months as they will always support the agent.

Side with the paid member.
All the evidence was there and ignored.

A con of a service and totally supporting paid members and NOT complainants. Asked to send request for complaints procedures and then document complaints then ignored their own processes.

Go straight to trading standards and avoid PRS to save months of trouble.

Oh, dear. Mike Morgan lied and he's been backed up by Suzy. He told me the case was reopened and confirmed this to the management company who told me by email. Suzy said she listened to my call and that Mike didn't say that. No complaints process.

Property Redress Scheme were great with our claim against an estate agent. They were with us every step of the way and show excellent communication throughout the process. Would definitely recommend.

Every other reviewer is right... This is a sham.organization and the UK government should have looked into.its shady practices already. They are paid for.lettings agents and act on behalf of lettings agents... If you are a landlord or tenant stay far away from ANY business that is not associated with the property ombudsman.