The Property Redress Reviews 122

They should have an alternative way to contact them concerning complaints of companies that are members of their scheme. Their online procedure for reporting issues is terrible and logs you off after so long. Having an email address to be able to send evidence to instead would be helpful rather than their terrible portal.

Absolute waste of time and effort doing anything with this so-called impartial organisation.
Don't waste your time; fully back what others have said - PRS is employed to protect the agencies that pay them.

Its Like Dealing with children. Nothing is based on fact or provable evidence.

The service I got from the team was outstanding. Kiran Sattar was handling my case and she was amazing. Kept me posted all the way. Highly professional.
The difference she made to me was that she actually understood and cared about resolving the differences. It’s great to have this service that we can take our complaint forward otherwise companies like bumblebee would carry on returning properties damaged. Thank you for your support.

Don't bother using their services, they are so unprofessional. They are very good in collecting membership fee from their members nothing more.

I had occasion to turn to The Property Redress following a deeply flawed deal with what turned out to be an aggressive vendor.
The Property Redress reviewed all the facts and were extremely helpful during a very stressful time.

Not fit for purpose; not remotely interested in the issues raised by my son, and the ‘review by a senior officer’ was simply non existent. They appear to be there to protect the letting agents, rather than tenants that have been exploited by dishonest and unscrupulous letting agencies. PRS really couldn’t care less in my opinion. Complete waste of time and energy. Total disregard for my son’s needs and experience with the agency involved.

Would give zero stars if I could.

Complain about one company for mismanagement only to find your case mismanaged by this lot. Complaint closed once with only the financial element responded to (the princely sum of 100 quid) Reopened after about 20 phone calls, ignored emails, no calls back when promised and delay after delay. Only to be closed again a week after deadline without any proper factual response to the resolution notice being provided by the Managing Agents. There is no justification for supporting activity that borders on criminal/fraudulent by their Member Agents but that is exactly what this Company do.What an absolute farce!!

DO NOT BOTHER. They look after their members that’s for sure. We had months and months of wasted time. We had Bristol Council beg us to go through the PRS due to an unfit for purpose student let as the council said their hands were tied. A property that had been flagged up to the council by previous students due to broken alarm, no carbon monoxide alarm, water pouring down the walls, no HMO certificate to name but a few. We had our evidence and caught out letting agent who had blatantly lied and we had the evidence from previous tenants. PRS repeatedly asked for evidence we had already submitted. They came down on the side of their paid up member. A distressing, awful treatment leaving the next students coming into the property like lambs to the slaughter paying over 6k a month. There is nothing we or anyone else can get representation against the unscrupulous letting agent.

Where do I start! Absolute waste of time and effort doing anything with this so called impartial organisation. If you have a complaint about your Letting Agents, in this case Purple Frog Bristol, don’t bother spending months getting all the damning evidence together, all the contradictions, they will come out on the side of the Letting Agents and Land Lord! Of course they will, it’s them that give them money to be members! But how they can let Purple Frog Bristol get away with what they did against the students is beyond everyone involved. But they have and I presume they are still members. To anyone reading this, good luck and also don’t rent a property from PFBristol! Both sharks, both not fit for purpose!

What an absolute waste of time using PRS, offered £150 compensation when I have provided mountains of photographic evidence, copies of all correspondence and get a pathetic offer back from them. PRS even accepted a response from the letting agent received AFTER the deadline - shows who's side they are on. PRS agree that we were inconvenienced and caused huge amounts of stress due to being misold by APO lettings, but that's only worth £75 for the two of us who were missold? Your offer is worth less than the time that I took - about 5 hours out of a day at my business - to gather my evidence for PRS. Do not waste your time with these lot. Useless. Go straight to small claims which is where I'm going next.

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