Property Redress Scheme - What It Means for Your Building
Understanding the property redress scheme is essential for every leaseholder and building owner. As a registered member of an approved independent redress scheme, Block is committed to transparent, accountable block management with a clear complaints process you can trust.
What Is the Property Redress Scheme?
The Property Redress Scheme (PRS) is one of two government-approved independent redress schemes in England, providing a free and impartial dispute resolution service for consumers who have complaints about property agents. The scheme covers managing agents, letting agents, estate agents, and other property professionals. It was established to give consumers a straightforward route to resolve disputes without the cost and complexity of court proceedings.
Under the Enterprise and Regulatory Reform Act 2013, all property agents in England who carry out letting agency or property management work must be a member of an approved property redress scheme. This is a legal requirement, not a voluntary code, and agents who fail to register can face enforcement action and fines of up to 5,000 pounds from their local trading standards authority. The two approved schemes are the Property Redress Scheme and The Property Ombudsman.
For leaseholders and residents in blocks of flats, the property redress scheme UK requirement means your managing agent must be registered with one of these schemes. This gives you a clear, accessible route to escalate complaints if your agent fails to resolve issues through their internal complaints process. You can check whether your agent is registered by searching the property redress scheme register on the PRS website or the membership directory of The Property Ombudsman.
Why Managing Agents Must Join a Property Redress Scheme
The legal requirement for property redress scheme members to be registered stems from a recognition that consumers dealing with property agents need accessible protection. Before redress schemes became mandatory, leaseholders and tenants who were unhappy with their managing agent had limited options beyond expensive court action.
Today, every managing agent operating in England must be a member of either the Property Redress Scheme or The Property Ombudsman. This applies to agents who provide block management services, collect service charges, handle maintenance, or carry out any property management function on behalf of freeholders or residents management companies. The requirement ensures that leaseholders always have a free, independent route to escalate complaints.
At Block, we view our membership of an approved independent redress scheme as a fundamental part of our commitment to accountability. It demonstrates to every building we manage that we stand behind our service and welcome scrutiny. If you are considering switching your managing agent, always verify that any prospective agent is a registered property redress scheme member before appointing them.
What the Law Requires
- All managing agents in England must join an approved redress scheme
- Membership must be maintained continuously while carrying out property management work
- The agent must display their membership details and make them available to clients
- Non-compliance can result in fines of up to 5,000 pounds per offence
- Local trading standards authorities enforce the requirement
What It Means for Leaseholders
- Free access to an independent complaints process
- Compensation awards of up to 25,000 pounds if a complaint is upheld
- The agent is legally bound to comply with the scheme's decision
- A clear escalation route beyond the agent's internal complaints procedure
- Greater confidence that your managing agent meets professional standards
Property Redress Scheme vs The Property Ombudsman
A common question is whether the Property Redress Scheme is the same as The Property Ombudsman. They are not the same organisation, but both are government-approved independent redress schemes that serve a similar purpose. Property agents must be a member of one scheme or the other, but not both simultaneously.
The Property Ombudsman (TPO) has been operating since 1990 and is the longer- established of the two schemes. It handles complaints about estate agents, letting agents, and managing agents. The Property Redress Scheme was approved more recently and has grown rapidly, particularly among managing agents and property management companies. Both schemes are authorised by the National Trading Standards Estate and Letting Agency Team.
The key differences between the two schemes include their complaint processes, timescales, and maximum compensation limits. The property redress scheme complaints process typically takes eight to twelve weeks from submission to decision. Both schemes are free for consumers to use, and both produce binding decisions that the agent must comply with. If you are unsure which scheme your managing agent belongs to, you can check by contacting the agent directly, searching the property redress scheme register, or checking the TPO membership directory.
Regardless of which scheme your agent is registered with, the important thing is that they are registered. If your managing agent is not a member of any approved redress scheme, they are operating unlawfully and you should report this to your local trading standards authority. You may also wish to consider switching to a compliant managing agent without delay.
How to Make a Complaint About a Managing Agent
If you are unhappy with the service provided by your managing agent, there is a structured process for raising and escalating your concerns. Following this process ensures your complaint is properly documented and gives you the best chance of a successful outcome through the property redress scheme complaints process.
Raise the Issue Directly with Your Agent
Start by contacting your managing agent in writing, clearly setting out the nature of your complaint, the dates of any relevant events, and the outcome you are seeking. Most managing agents are required to have a formal complaints procedure and should acknowledge your complaint within a set timeframe.
Allow the Agent to Respond
Give the managing agent a reasonable period to investigate and respond to your complaint, typically eight weeks. Keep copies of all correspondence. If the agent resolves the issue to your satisfaction, the process ends here.
Escalate to the Redress Scheme
If the agent fails to resolve your complaint within eight weeks, or you are dissatisfied with their final response, you can escalate the matter to their approved redress scheme. You will need to submit a complaint form along with supporting evidence and copies of your correspondence with the agent.
Independent Adjudication
The redress scheme will review the evidence from both parties and issue an independent decision. If your complaint is upheld, the scheme can require the agent to pay compensation, take corrective action, or both. The agent is legally bound to comply with the decision.
If you need to find the property redress scheme contact number or submit a complaint, visit the PRS website directly. You can also contact The Property Ombudsman if your agent is registered with that scheme instead. For general advice about your rights as a leaseholder, feel free to contact our team and we will be happy to guide you.
What Types of Complaints Are Covered?
The Property Redress Scheme and The Property Ombudsman cover a wide range of complaints about the conduct and service of property agents. For leaseholders dealing with a managing agent, the most common types of property redress scheme complaints include the following.
Common Complaint Areas
- Failure to carry out repairs or building maintenance in a timely manner
- Lack of transparency in service charge accounts and financial reporting
- Poor communication or failure to respond to leaseholder enquiries
- Unreasonable or unexplained increases in service charges
- Failure to follow the Section 20 consultation process for major works
- Breach of the managing agent's code of practice or professional standards
What Is Not Typically Covered
- Disputes about the terms of the lease itself (these are for the tribunal)
- Matters already subject to court proceedings or tribunal applications
- Complaints about neighbours or other leaseholders rather than the agent
- Issues that occurred more than twelve months before the complaint was raised
- Disputes about the level of service charges where the amount is set by the lease
Understanding which complaints fall within the scope of the property redress scheme ensures you direct your complaint to the right body. For issues relating to the reasonableness of service charges or breaches of lease terms, the First-tier Tribunal (Property Chamber) is the appropriate venue. Our block management team can help you understand the most appropriate route for your specific situation.
Our Membership and Commitment to Redress
Block is a registered member of an approved independent redress scheme, as required by law for all managing agents operating in England. We view this not as a regulatory burden, but as a cornerstone of the trust we build with every building we manage. Our membership means that every leaseholder, freeholder, and resident in our managed properties has access to a free, independent route to resolve any complaints.
Our internal complaints handling procedure is designed to resolve issues quickly and fairly before they ever need to reach the redress scheme. We acknowledge all formal complaints within three working days, assign a senior manager to investigate, and aim to provide a full written response within twenty working days. Our goal is to resolve every complaint at the earliest opportunity, and our track record reflects this commitment.
We believe that a managing agent who is confident in the quality of their service should welcome the accountability that property redress scheme membership provides. If you are currently with an agent who is not registered, is slow to handle complaints, or lacks a transparent complaints process, it may be time to consider a change. Learn more about our company and the standards we uphold, or explore how easy it is to switch managing agent.
Our Complaints Handling Approach
- All complaints acknowledged within three working days
- Senior manager assigned to every formal complaint
- Full written response within twenty working days
- Clear escalation route to our approved redress scheme if unresolved
- Regular internal reviews of complaints to drive continuous improvement
- Transparent process documented and available to all leaseholders
Frequently Asked Questions About the Property Redress Scheme
Is it worth complaining to the Property Redress Scheme?
Yes, it is worth complaining to the Property Redress Scheme if you have been unable to resolve a dispute directly with your managing agent or property professional. The scheme provides a free, independent, and impartial adjudication service. If your complaint is upheld, the PRS can require the agent to apologise, take specific action to put things right, or pay compensation of up to 25,000 pounds. The process is straightforward and does not require legal representation, making it an accessible route to resolution for leaseholders and property owners.
What does a property redress scheme do?
A property redress scheme provides an independent dispute resolution service for consumers who have complaints about property agents, including managing agents, letting agents, and estate agents. The scheme investigates complaints impartially, reviews the evidence from both sides, and issues a binding decision. If the complaint is upheld, the scheme can award compensation, require the agent to take corrective action, or issue a formal apology. Membership of an approved redress scheme is a legal requirement for all property agents in England under the Enterprise and Regulatory Reform Act 2013.
Do private landlords have to join a redress scheme?
Private landlords who manage their own properties are not currently required to join a redress scheme. However, any landlord who engages a letting agent or managing agent must ensure that agent is a member of an approved independent redress scheme. If a landlord uses a property management company to manage a block of flats or leasehold property, that company must be registered with either the Property Redress Scheme or The Property Ombudsman. The Renters Reform Bill may extend redress requirements further in the future.
Is the Property Redress Scheme the same as The Property Ombudsman?
No, the Property Redress Scheme and The Property Ombudsman are two separate, government-approved independent redress schemes. Both are authorised by the National Trading Standards Estate and Letting Agency Team to handle complaints about property agents in England. Property agents must be a member of one or the other, but not both. While the two schemes serve a similar purpose, they operate independently with their own complaint processes, timescales, and adjudication panels. The outcomes and compensation limits may also differ between the two schemes.
How much does it cost to join the Property Redress Scheme?
The Property Redress Scheme cost for membership starts from around 150 to 200 pounds per year for a single office, depending on the type of property services provided. Fees vary based on the number of offices, the nature of the business, and the membership category. Managing agents, letting agents, and estate agents each have different fee structures. The cost is paid by the property agent, not by consumers. For leaseholders and tenants, making a complaint to the Property Redress Scheme is completely free of charge.
How much compensation can you get from the Property Redress Scheme?
The Property Redress Scheme can award compensation of up to 25,000 pounds per complaint, though most awards are significantly lower and reflect the actual financial loss or inconvenience suffered. Compensation amounts depend on the nature and severity of the complaint, the evidence provided, and the impact on the complainant. In addition to financial compensation, the PRS can require the agent to take specific remedial actions, such as correcting errors, improving procedures, or issuing a formal apology. If you believe you have suffered a greater loss, you may need to pursue the matter through the courts.
Choose a Managing Agent You Can Hold to Account
At Block, our membership of an approved property redress scheme is just one part of our commitment to transparent, accountable block management. Whether you are a leaseholder seeking better service, a freeholder looking for a professional managing agent, or a residents management company exploring your options, we are here to help.