Compliance report

We take our responsibility to help raise standards in the property industry seriously

What does compliance mean to us?

We take our responsibility to help raise standards in the property industry seriously. This involves following up on decisions where there is a delay in awards, financial and non-financial, being settled.

How many members comply with decisions?

Most decisions are settled within our timescales without us needing to follow up. However sometimes we need to take a proactive approach, which we explain here. This results in 81% of consumers receiving the full amount they were owed. This was a small reduction from more than 85% in 2024. This reflects both the increased volume of complaint enquiries coming to Property Redress and the higher proportion of these that are being investigated.

Ultimately, we can cancel an agent’s membership where they do not settle an award. Last year 76 agencies were expelled (compared to 58 in 2023). This reflects the current economy but also highlights the quality of our compliance process.

We also work closely with the National Trading Standard Estates and Letting Agent Team and local Trading Standards Departments.

At Property Redress, our decisions include awarding compensation or requiring members to do things, like providing documents, a meaningful apology, or explanations for certain actions. Once the process has been completed, it will move to the compliance stage and once the decision has been settled, the case will be closed.

Neil Pumfrey, Compliance Officer,
Property Redress