The Property Redress Arvostelua 

If you’re lucky enough to have Stephen as your Case Assessor, you’re going to get nothing but the best support. As much as having to be in the position to need their services has been a nightmare, Stephen’s expertise has been invaluable. Over months of stress, he took hours to explain processes, procedures and options to me multiple times while I made notes, repeated it all back to him and asked for more clarification. No question felt too silly or inconsequential to ask and he made it all clear and digestible, while staying impartial.

Having Stephen on the end of the phone or an email removed so much anxiety for a situation with Hyde and Rowe estate agents in Croydon caused.

All public facing sectors could learn a thing or two from Stephen. Thank you.

Absolutely should have heeded the warnings from those who went before me, contacting - and waiting for a response from - the PRS, is a complete waste of time.

Disputing gross negligence from Letting agent, I was told "PRS cannot play a role in rent increases."

Don't waste your time, fully back what others have said - PRS are employed to protect the agencies who pay them.

The other reviews said don't contact PRS but I wanted to experience how bad it is for myself. I wasn't disappointed.

The PRS is part of a US insurance company called Brown & Brown. In return for the annual fee, they protect letting agents from complaints, using tactics that insurance companies use to reject valid insurance claims.

There are no rules for the agent to abide by. This isn't my opinion, it is how they market themselves to the agents.

They don't look at any evidence, make dishonest and conflicting statements to diminish their role, make up things to try to make the agent's version of events less ridiculous. Say that everything is the landlord's fault (even if the landlord was never contacted). They will ignore most of the complaint for random reasons they make up.

They are so corrupt and dishonest that they agreed with the agent that a man called Mr Kerry Harper was "the landlord's mother".

If you contact them for help you will end up extremely depressed. Please, as all the other reviews have said, do not contact the PRS.

I just noticed they removed the word "Scheme" from their name. Imagine running an openly dishonest business, then having a PR meeting where you decide the word "Scheme" is a bad look.

A straightforward process made easier by our Claims Assessor Charlotte. She clarified early on the limitations in the scope of what PRS could achieve. Charlotte was professional and respectful at all times, and followed through in a timely and efficient manner.

I brought a legitimate claim against a landlord's agent in relation to their poor conduct. The agent in question has instructed bully-boy-type solicitors and the PRS has therefore arbitrarily closed down my complaint claiming that is violates their conditions of service which say they will not deal with complaints As follows:

"D1.8 legal proceedings have been started or the complaint is being, or has been, heard by a court, tribunal or another independent complaints,conciliation or arbitration platform, such as a tenancy deposit protection scheme."

None of these apply, no legal or arbitration action is in progress. Aggressive debt collectors dressed as solicitors do not constitute "legal action", they constitute desperation and profiteering, in this case following the death of a leaseholder.

The PRS have poorly trained staff and this blunder proves it. I would approach with extreme caution and keep your "case assessor" under close review, they are not to be trusted to perform their duties effectively without intervention, it seems.

Spineless company who don't enforce anything. You should be investigated alongside the Lettings Agency I've been using. Biased towards lettings agencies. I was supposed to receive compensation 2 weeks ago. This is the 3rd week and the PRS have done absolutely nothing to help me despite saying they are supposed to report the Agency to Trading Standards and take their license away they have done nothing and keep giving extensions!!! I'm sick of hearing excuses. Compensation was due last Thursday, then I was told today Monday by 4pm I should receive payment and they made a mistake and now a 4th person from this company said I should give them until the end of the week for them to pay. Three different people have given 3 stories of what should happen. Noone knows what is happening at the PRS No doubt your response will be give us a call. I've tried that several time to no avail because you're too busy running scared of Lettings Agencies.

Excellent and helpful. The PRS worked diligently on my case and managed to get me a compensation after a terrible lettings agency refused to comply with some safety standards in the property I was renting, forcing them to fix it and making them pay for the stress I had to go through.

Kiran was great at understanding my concerns as a tenant and explaining what the PRS could and could not look into. There's limitations within the scheme which can be a bit frustrating, but my case assessor was thorough and clear, and suggested a resolution which is not perfect, but I'm very happy with. I think it would be great if PRS could provide more resources for tenants on their site to make the process easier to understand, but I'm very happy with how my case was handled.

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.