Our sole focus is to resolve complaints between consumers and our members
By being approachable from the start of a complaint, the Property Redress Scheme aims to resolve complaints in three ways.
Personal communication
Open negotiation
Mutual agreement
As well as resolving individual complaints our expertise also:
increases understanding of what goes wrong
delivers educational resources to the industry
improves member practices for the future and across the industry
identifies emerging trends and problems
In 2022, complaints raised increased throughout the year by an average of 6.8 per cent (2,009) compared to 2021 (1,872). By December 2022, we were dealing with over 30% more cases than at the start of the year.
Even with our increasing membership numbers, the average rate of complaints for each member has remained at a little over 10%.
Complaints - which include lettings, sales and leasehold complaints – are completed, on average, in less than 40 days from the time we receive them.
This has improved from 2021, which was an average of under 50 days.
Our team of experts take the time to understand what has caused the complaint and which solution may be acceptable to resolve the complaint.
With early resolution, our primary focus remains building an impartial relationship with both complainant and member at the earliest stage of a complaint. Doing this helps us to propose a solution quickly and settle the complaint, without the need for a lengthier process and a formal written decision.
Even with our increasing complaint numbers, we have continued to maintain the number of successful early resolutions at around 50% of those proposed.
This year our early resolutions awarded a total of £353,053. This is an increase of 48% from 2021 (£239,364). The average award was £893.
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 34% more proposed and default decisions than in 2021.
The total figure awarded over proposed decision and default cases was £489,916. This is an increase of 43% from 2021 (£342,428). The average award was £1,480.
Due to the work on early resolutions and proposed decisions, appeals are rarely successful.
There has been a 50% reduction in my final decisions carried out in 2022 compared to 2021.
Lettings:
Property management:
Sales:
