COMPLIANCE

Property Redress Scheme

Independent dispute resolution for landlords and tenants.

Membership

Active 2025 member

Confirmed by the 2025 Property Redress certificate and live member lookup.

What Is a Property Redress Scheme?

A property redress scheme provides an independent dispute resolution service for complaints about letting agents and property managers. If a landlord or tenant has a complaint that cannot be resolved directly with the agent, they can escalate the matter to the redress scheme for independent investigation.

The scheme operates impartially and can make binding decisions, including requiring the agent to take specific action or pay compensation. Membership of a government-approved property redress scheme is a legal requirement for all property agents in England under the Enterprise and Regulatory Reform Act 2013.

There is no charge to the complainant for using the redress scheme.

How It Works

If you have a complaint about PRS Living, the process is straightforward:

1
Raise the complaint with PRS Living
Contact us directly at Lettings@PRSLiving.co.uk with details of your complaint. We aim to acknowledge all complaints within 3 working days and provide a full response within 8 weeks.
2
Escalate if unresolved
If your complaint remains unresolved after 8 weeks, or if you receive a final response that you are not satisfied with, you may escalate to the property redress scheme. You will need your complaint reference and any correspondence with us.
3
Independent investigation
The redress scheme will review the complaint independently, considering evidence from both parties. We cooperate fully with all scheme investigations.
4
Binding decision
The scheme issues a decision that is binding on PRS Living. If the decision requires us to take action or pay compensation, we are obligated to comply.

Our Commitment to Fair Resolution

We aim to resolve any issues directly, promptly, and fairly. Our goal is that you never need to involve the redress scheme — not because we want to avoid scrutiny, but because we want to get things right from the start.

If something does go wrong, we want to hear about it. Complaints are treated seriously at PRS Living and handled personally by the director. If you need to use the redress scheme, we cooperate fully and without reservation.

The redress scheme exists as a safeguard, and we welcome that oversight. It is part of what responsible, professional property management looks like.