We take our responsibility to help raise standards across the property industry seriously. A core part of this commitment is making sure awards made in decisions, both financial and non‑financial, are fulfilled promptly. When there are delays and, to make sure consumers receive the awards made, we will follow the compliance process though to the end.
How many members comply with decisions?
Most decisions are settled within our required timescales without the need for follow‑up. However, in instances where this is not the case, we adopt a proactive approach to securing compliance. As a result, 87% of consumers received the full amount awarded to them, an improvement from 81% in 2024. This increase reflects both the growing number of complaint enquiries received by Property Redress and the higher proportion of cases progressing to investigation.
Where members do not settle an award, we have the authority to cancel their membership. In the past year, 85 agencies were expelled, compared with 76 in 2024. This rise reflects the wider economic climate while also demonstrating the effectiveness and robustness of our compliance processes. Notably, an additional 24 members complied after expulsion and were subsequently reinstated, highlighting the continued efforts of our compliance team to secure positive outcomes for consumers.
We also maintain close working relationships with the National Trading Standards Estate and Letting Agency Teams and local Trading Standards departments, to make sure there is a coordinated and consistent approach to raising standards across the sector.
