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
Facilitates agreements between landlords and tenants on tenancy-related issues
Expert dispute resolution professionals offer specialist support and advice.
Enhanced confidence and accountability within the sector for both tenants and landlords.
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.
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.
- 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
- 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
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.
Annual fee includes complaint fees
(fair use policy)
Lower annual fee, plus complaint fee
For agents with over 80% block management activity
£ 250 (plus vat) per application (Head Office/Person) +
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£ 250 (plus vat) per extra Branch if applicable
No complaint fees*
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Annual fee includes complaint fees
(fair use policy)
Lower annual fee, plus complaint fee
For agents with over 80% block management activity
£ 155 (plus vat) per application (Head Office/Person) +
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£ 155 (plus vat) per extra Branch if applicable
£ 155 160 (plus vat)
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£ 280 (plus vat) per application (Head Office/Person) +
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£ 5 (plus vat) per extra branch if applicable
£ 155 160 (plus vat)
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£ 315 (plus vat) for property management.
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£ 160 (plus vat) for sales and lettings complaints.
Annual fee includes complaint fees
(fair use policy)
Lower annual fee, plus complaint fee
For agents with over 80% block management activity
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:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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:
• Communication and Availability
• Requests for Information
• Repairs
• Access to Your Property
• Disputes
• Complaint Handling
• 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:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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.
The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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.
The Property Redress Scheme can help with complaints regarding whether a property agent has acted fairly and reasonably. Examples include:
• Communication and Availability
• Requests for Information
• Repairs
• Access to Your Property
• Disputes
• Complaint Handling
• 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.
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)
The Property Redress Scheme assesses complaints regarding whether a property agent representing the RMC has acted fairly and reasonably. Examples include:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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).
The Property Redress Scheme assesses complaints regarding whether a property agent representing the RTM has acted fairly and reasonably. Examples include:
• Clear Terms and Fees
• Communication
• Repairs
• Accounts
• Handover on Termination
• Complaints Handling
• 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).
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.
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.
There is no cost for raising a complaint
The complaint will be allocated to a case assessor who will:
When a complaint is accepted, the case assessor will:
Once all evidence has been received, the case assessor has up to 15 working days to:
The case officer will:
Once a decision has been made:
If a review request is accepted:
The agent will have 10 working days to comply with the decision, at whichever stage it is made
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.
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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.
• 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.
· 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.
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.
· 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.
· 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.
· 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.
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.
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