Nearly 11,000 branches now belong to the Property Redress Scheme after a 37% rise in membership last year.
As a result, there was a rise in its workload last year, according to the PRS’s new annual report for 2018.
Much of the increase in membership was a direct result of the decision of Ombudsman Services to pull out of the property redress market.
Sean Hooker, head of redress at the PRS, said this was a “totally unexpected development”.
By the end of last year 9,292 offices were signed up – with more growth since – of which 76% were registered for lettings, 75% for property management and 47% for sales.
The PRS last year dealt with an increased number of complaints, and directed a total of almost £300,000 to be paid by agents to complainants.
The highest award was the maximum possible, £25,000, where the landlord claimed for both rent arrears as well as the costs of a bridging loan taken out to cover the shortfall.
Most complaints about sales agents were to do with misleading or incorrect information, poor communication, and unfair contract terms.
Most complaints against letting agents alleged breach of duty of care, followed by poor service and complaints handlings, poor communication, and fees.
The average award made to a complainant was just over £1,100.
Some complaints were resolved at a very early stage and without having to proceed to a formal process.
One was an “administrative error” where an agent charged £95 to send a letter. The agent agreed to cancel the fee and apologise.
Comments (8)
Hang on, is that what was awarded to the Landlord to cover the costs of the loan and the rent arrears? Because if someone owes me money, doesn’t pay me and I have to pay extra costs because of that then I don’t see why I shouldn’t pass those costs on to them… My old boss was 2 days late paying me one month, and my mortgage went out the day after I should have been paid… I got hit by charges, he paid the charges as well as sending over my salary. It wasn’t the Landlords fault the Tenant didn’t pay so it’s entirely reasonable that the Tenant pay the charges!
Or is it that the Agent didn’t send the money over in time? If so, then again, reasonable to expect them to pay bank charges etc.
I assume the agent was negligent or incompetent for a landlord to be awarded that amount i.e. never did any referencing
£95 to send a letter. What do they think they are, solicitors?
Why is it acceptable for a solicitor to charge £95 a letter and not an estate agent?
Both are professionals in their field, both have out goings, both need a piece of paper, stamp and envelope?
Not saying £95 is acceptable, but hard to justify any profession.
£ 95 to ‘ send a letter ‘ is part of the reason for the Tenant Fee ban.
So Landlords are not best pleased that Agents charges to Tenants ( especially where they are grossly excessive – you know who you are ! ) such as this, has led the Government to ban All Charges ( by both Agents AND Landlords )
I don’t lump All Agents in the same boat, by the way. Some of them charge reasonable fee’s and don’t impose such ridiculous charges.
Add the lack of industry leadership in such fee’s, this has only served to damage Agent -Landlord relationships.
Ironic that the PRS charge £95 just to look at the complaint for their members.
I found the PRS worse than poor to deal with. They actually altered my complaint to make it easier to defend my Managing Agent. Yes, really! Check out my Trust Pilot review of the PRS.
How do you make an adminstrative error and not resolve it before the Ombusdman’s involvement?