The Property Redress Avis 

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

After reading many of the other reviews here, I can understand why a number of customers have expressed similar concerns.

Based on my own experience, I found the service disappointing. Communication was poor and progress was slow. Overall, the experience fell well below my expectations.

While I can only comment on my own case, my experience was consistent with many of the issues raised by other reviewers. The organisation should take feedback seriously and makes meaningful improvements to the service it provides.

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?

Absolute waste of time
Let the director set up a new company under the redress scheme despite telling me he couldn't do that and they were handling it!!! Waited months and more loss of income to give the agent a chance of paying me my money
Pointless having a redress scheme if the director can abandon a company-not pay the bill and set up a new one

Corrupt and pointless waste of money

They need to be investigated

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.