PRS Received 85 per cent of Complaints from Landlords and Tenants

Over 85 per cent of complaints made to The Property Redress Scheme (PRS) originated from landlords and tenants, according to the organisation’s latest annual report.

The report from the Property Redress Scheme revealed that the most common complaint to have arisen was in relation to property management, accounting for 29 per cent of all complaints lodged. Coming in closely behind was the number of complaints about deposits, at 27 per cent, this was followed by problems with rent at 15 per cent.

Tenants were found to be the group with the most issues, with 51 per cent of complaints originating from this group. In contrast, landlords were responsible for just 35 per cent of complaints. Property sellers and buyers fell far behind, generating a mere 4 per cent of the complaints received throughout the year.

According to the report, the scheme received 40 per cent more complaints during 2016 than it had the previous year, a significant year-on-year growth. Membership of the PRS was also on the rise. The PRS is one of just three government-approved redress schemes, and found that its membership increased by a third last year. By the end of 2016, the scheme had a membership of 5,529 agent offices. 31 per cent of these were in sales, and 79 per cent in lettings. There were also over 227 other property professionals signed up to the scheme, such as independent inventory clerks.

The PRS’ head of redress, Sean Hooker, commented on the data revealed: ‘Although formal complaints have risen, so too has the number of complaints resolved at the early stages of our process. Around 40 per cent of our cases are resolved at recommendation stage and 99 per cent are dealt with in less than 90 days from receiving the initial complaint through to a decision