Our sole focus is to resolve complaints between consumers and our members
We aim to resolve complaints as early as possible by being approachable right from the start. We do this through:
personal communication
open negotiation
mutual agreement
As well as continuing to resolve individual complaints, our expertise:
increases understanding of what goes wrong
identifies emerging trends and problems
delivers educational resources to the industry
creates an opportunity to improve member practices for the future, across the industry
In 2023, complaint enquiries rose throughout the year by an average of 20% (2,393) compared to 2022 (1,987). By December 2023, we had investigated 55% more cases than the previous year. Even with our increasing membership numbers, the average rate of complaints for each member has reduced to a little over eight per cent, down from over 10%.
Complaints - which include lettings, sales and leasehold complaints – are completed, on average, in around 40 days from the time we receive them.
This is consistent with the previous year.
With early resolution, our primary focus remains building an impartial relationship with both complainant and member at the earliest stage of a complaint.
Our team of experts will call both parties and take the time to understand what has happened and what solution may be acceptable to resolve the complaint.
Doing this helps us to propose a solution quickly and settle the complaint, without the need to prolong the process for a formal written position, which can take another few weeks and may not improve on the early resolution proposed.
Even with our increasing complaint numbers, we have continued to successfully resolve around 50% of the cases at early resolution.
This year our early resolutions awarded a total of £359,426, which is a small increase on 2022 (£353,053). The average award was £776.30.
Where we are unable to reach an early resolution, the case will go to the formal stage for an impartial decision. Last year we also issued 24% more proposed and default decisions than in 2022.
The total figure awarded over proposed decision and default cases was £953,062.24. This is an increase of 95% from 2022 (£489,916). The average award was £1,832.81.The steep increase in financial awards is the result of increasing numbers of complaints combined with the lack of engagement by some of our members, who do not appreciate the authority we have to make such awards. This continues our goal to support, educate and improve how the industry services its consumers, while continuing to highlight some of the poor practices that go on.
Due to the work on early resolutions and proposed decisions, appeals are rarely successful.
There has been a 45% reduction in my final decisions carried out in 2023 compared to in 2022.
Yes
No
Lettings:
Holding deposits
Poor service and management
Tenancy payments and rent collection
Property management:
Poor management service
Maintenance
Provision of relevant documents
Sales:
Duty of care including poor service and misleading information
Instructions, terms of business, commissions
Marketing and advertising
