The Property Redress Avis 123

The agent claimed they payed me £12500 for rent arrears, agent submitted fake documents. My bank written to the PRS stating no such payment receive. PRS responded "we accept any documents received as genuine". The agent got away with it and been re-instated based on fake documents. PRS support who? You can't even complain about them. This is UK in 2026.

It seems to me the best policy for an Agent is to say nothing, safe in the knowledge that non-compliance and "strategic silence" is rewarded.

I am extremely disappointed with the Property Redress Scheme (PRS). My experience suggests that if an agent simply refuses to engage, they win.
In my case, the agent failed to provide a Final Viewpoint Letter, offered no counter-arguments to my evidence, and refused a statutory Subject Access Request (SAR) to withhold documents. Despite having witness statements from independent conveyancing solicitors, the PRS dismissed my case for "lack of evidence."

The most absurd part? The PRS actually asked me to "prove a negative"—specifically asking me to prove there was no signed contract!! How if one did not exist—while allowing the agent to ignore their legal obligation to produce one.

By dismissing claims where agents refuse to provide data or a defense, the PRS is incentivizing its members to be obstructive. If an agent can win by hiding evidence and staying silent, this is not a "redress" scheme; it is a shield for unprofessional conduct. I have now escalated this systemic failure with my MP and the Sectrary of State for Housing and to the Chartered Trading Standards Institute (CTSI). Who are being helpful in investigating this.

Avoid this scheme if you expect a fair or legally rational process.

Absolute waste of time and energy. Did not keep me up to date, I had to call repeatedly and was often met with rudeness from one particular call handler, I was lied to and given false information on countless occasions, not to mention my emails ignored and then I was accused of not responding. The letting agent were not held accountable and got away with not following through with the order made for compensation and a full investigation due to their failings. They have been allowed to rejoin another scheme with zero repercussions. If you make a conplaint about their service they basically tell you tough luck and "reserve the right" to ignore you. Disgraceful service.

Does not seem legit. They were slow and disorganised - it took several months for them to respond. Whenever I chased them, they would put me in touch with different people at property redress, and none of them knew what was going on.
It took property redress almost a year to say they would help me, and by this time, the perpetrator I was dealing with simply decided they wanted to leave the scheme and that was that.
So bad!

No stars if possible.
I welcome the opportunity to share my views on the service I received from the Redress Scheme re. Hamish Homes, Estate Agents, Inverness.
Unfortunately, I feel the scheme places disproportionate emphasis on protecting its member estate agents, perhaps due to the subscription fees they pay rather than fairly representing the consumer.
Throughout the process, there was repeated emphasis on the need for “evidence.” However, when appointing an estate agent, a reasonable expectation is that the relationship is built on trust, not the assumption that every interaction must be formally evidenced. In most other consumer transactions, such extensive evidential requirements are not expected. In this case, our Estate Agent appears to benefit from not putting matters in writing, effectively placing them at an advantage, knowing that little accountability will follow.
I also questioned why I was required to pay for additional services such as photography, a home report, and advertising services that were of no use to me when I engaged with our Estate Agent to provide a complete, professional service. They had already wavered their fees due to the poor service provided.
Your representative encouraged me to obtain evidence, such as proof of a higher offer for our property that was allegedly submitted but not passed on by our Estate Agent. However, despite this, there appeared to be little focus on assessing or pursuing this evidence during your investigation.
I question whether a thorough investigation was carried out. I spent many hours preparing a detailed appeal, only to receive a swift decision that resulted in no meaningful action beyond a reduction on the invoice and an apology from the Estate Agent.
In light of the Panorama documentary highlighting misconduct among estate agents in England and Wales, I find the behaviour of our Estate Agent in Scotland to be disturbingly similar customers being overcharged, misled, and threatened with legal action to mask incompetence. Without stronger accountability, this behaviour will undoubtedly continue.

NOT FIT FOR PURPOSE AND SHOULD BE ABOLISHED…..
What an absolute disgrace and waste of taxpayers money.
They are every bit as shady as the paid membership estate agents they serve.
Nothing unbiased about them. Either they didn’t read any or most of the unmitigated proof I presented or they did and just don’t care as it’s all about a minor tap on the wrist for the rogue traders they protect.
How this agency is being allowed to continue existing is incredible.
Having read the reviews I don’t understand why action isn’t being taken against them to close them down.

Wish I had come here first, I would not have bothered after seeing the other reviews.
Absolute waste of time, I went with a catalogue of complaints some fairly serious, such as signing documents without my consent, I should not have bothered, they work for the paying clients, my case against the agent has been weakened by this organization my option now is going to a lawyer. I naively thought that as they are a government approved scheme I would have a good chance to win my case. Months and months of collating documents in good faith, for the agent to send in reams of useless emails and my case be closed, the two vital documents 1) proof that I had given permission for them to sign on my behalf 2) the EICR certificate were not even provided and this scheme ruled in their favor. They have reopened the case but I don't have any expectations. Don't waste your time.

Shame of an organisation. Awarded compensation against a management company who then failed to comply with the PRS decision – PRS decided NOT to expel the agent as “it would prevent other people from using the service”. If an agent won’t comply with PRS decisions, how would keeping them as a member help anyone?

When PRS emailed with their decision not to expel the managing agent for refusing to comply with their decision, they sent a standard email stating that the member had complied and the case was closed. Absolute lunacy. When Challenged about the member NOT actually complying, the PRS confirmed they had made a mistake and just sent a standard response, but compensation was still owed and I could take the agent to court.

The agent interpreted the PRS communication as the complaint being ‘dismissed’ and despite numerous attempts to get the PRS to clarify this to the agent, deliberately vague responses came back and demands they send a clear email were refused / dismissed as the PRS claimed they had been clear and could assist no further. An example of the ambiguous communication from Charlotte Flashman of the PRS include:

“The complaint case did not progress to the full conclusion/compliance. It was decided by the scheme and directors that it was not in the interest of consumers for yourselves to be removed from the scheme for non-compliance, and the case would be closed, and compliance with the scheme decision was not pursued.”

Despite later confirming the compensation was still owed, they initially refused to clarify the position stating:

“The scheme cannot provide anymore assistance in this matter…”

Legal proceedings started with the agent claiming that payment had been made in full (no payment had been made) and the PRS then sent an email claiming they would settle the compensation award on behalf of the managing agent. Despite being told several times that if they want to settle the matter with the agent they were free to do so (along with some questions about why they will not expel a managing agent for non-compliance with a decision; and why they would pay the compensation they awarded against the agent – they kept alleging that I was refusing settlement and they would notify the agent (so to interfere with court proceedings). Absolute joke of a company.

Charlotte Flashman cannot string together a basic sentence that is clear, and failed to understand how her ambiguous emails were being used by the agent not to comply. She then failed to comprehend the meaning of “if you want to settle with your member, I have no objections” interpreting this as a refusal to settle. She needs to take a basic GCSE in English.

The PRS also breached data protection legislation by sharing confidential communications.

THIS ORGANISATION IS A FARCE, offers no protection against rogue managing agents and is clearly focused on fee income and refuses to expel members. The PRS logo is NOT an assurance of conformity and standards – it is badge that rogue agents can buy with an annual fee. PRS staff also need to take some basic English lessons and learn how to construct a clear sentence.

Impossible to log in to my complaint, waited for 11 days no acknowledgement or feedback, tried live chat the experience was unhelpful, transferred to 5 different people, only to be told they were experiencing high demand and a response would take up to 15 days. 20 days after initial complaint I still have not received any response.

I submitted a complaint to PRS (with all relevant documents and evidence) about an agent. However, they claim they cannot take up the case as they view this as a B2B agreement.

However, I was dealing with the agent as an individual consumer (communications, instructions etc) and the company was just a holding entity. Further, I previously submitted another complaint (under the exact same circumstances and the case was taken up).

I am disappointed that PRS for this round has decline to take up.

The “independent “ PR are subsidised by membership fees from property companies. Expecting them to bite the hand that feeds is not going to happen.
In our case the tenants above us who accidentally flooded our flat apologised immediately. We sent PRS photos and a statement as their management tried to lie about it. PR replied there was no evidence that the water streaming down our walls on this one particular day was a consequence of their members flat.
Their evidence? Yup you guessed it: their member’s statement saying it didn’t happen

Awful.
Impossible to get hold of.
I made a complaint regarding multiple issues with my property management company. Sent hundreds images and emails providing all obvious evidence. Within these it showed the manner I was being spoken to, the lies being told and the state of the apartment block yet they closed my case on the basis of the property management company sending 1 letter proving absolutely nothing and offering zero evidence. No thorough investigation and clear bias towards their client.

Accepted my case (after verifying that it was appropriate for them to handle) in which my letting agent actually arranged for property to be illegally removed from my home and not returned to me, then awarded me an apology without any financial reimbursement because they felt the case was too legal for them to handle. They have so far also failed to acknowledge evidence of wrongdoing and professional negligence as part of their response to the case.

They are capable of awarding amounts of more than £20,000 and I asked for less than £1,000 to be reimbursed, without any compensatory damages for the stress and inconvenience this has caused me. It is obvious that the PRS works on behalf of the agents who pay dues. The case will now move to a court, where agents aren't bankrolling the very system that judges them.

The PRS identified a potential breach of contract on a complaint I submitted.
They subsequently closed my complaint stating they could not deal with such an issue yet REFUSED to tell me what they had identified as potentials breaches just saying I’d have to go to a solicitor! How helpful is that ?
If they have identified an issue they have a duty of care to tell me what it is .
Irene failed to respond to 4 emails and 2 call backs despite these being promised and when I called today wouldn’t speak with me just telling Veronica what to say!

I have cancer and asked for their support …..they declined and told me to go to a solicitor! I didn’t even know there was a potential breach of contract until they said there was but wouldn’t say what it was.

I hope they don’t ever find themselves in the position I am in

I need no stress ..Thankyou for your help! You need to get your priorities right and help people who need it not make it significantly more difficult

AVOID they side with the landlords no matter what.

It’s a Smokescreen!

Closed the case raised with no explanation, when I followed up no response for over a month now. Pointless organisation? Could well be.

I have taken the PRS to court which will decide whether their conduct in handling my complaint was fair. In my personal experience, the PRS did not handle my case in a way that I felt was impartial, despite my evidence being corroborated by an HMO compliance officer. I believe their funding model — based on fees from housing agents — raises legitimate questions about impartiality.

I join with many others. I believe this useless quango are corrupt and incompetent. They delay and delay to give the company being "investigated" every opportunity to disappear.
They will of course post their generic, "please contact us so that we can investigate.. " What a joke

As others have correctly pointed out, I am unsure why this company is still operating as a 'redress scheme' when they are biased (mainly due to lettings agents paying them to be a part of the scheme). They disregard the law, cannot make basic calculations and basically fob you off with poor resolutions even though you present strong evidence of thievery, deceit and illegal practice and the 'senior reviewer' reviews information. If you have any serious allegations as a tenant, I'd advise you not to get your hopes up with the PRS and just take landlords/letting agents directly to court.

The Property Redress Scheme needs to learn more about being impartial. They say they are but they act more favourable towards letting agents over landlords. The letting agent seems to have some sort of hold over them. They came back and said the letting agent wasn't prepared to drop their fee by more than £100 from the £800. I thought the PRS was supposed to decide what was fair. Could be because the letting agents pay them membership fees?