There has been an increase in the number of complaints about estate and letting agents but significantly fewer have been upheld, new figures released this morning show.
New data based on members of the Property Redress Scheme (PRS) reveal that there were 1,872 complaint enquiries in 2021, up 2.4% compared with 1,828 a year earlier.
The PRS report highlights the fact that increase comes following a sharp rise in property transactions last year, while PRS membership also shot up 8.97% – from 14,932 to 16,272.
Of the complaints, 609 were accepted by the PRS, down 4.7% year-on-year from 639 in 2020.
The reason that attracted the most complaints – Lettings: duty of care. Sales: marketing and advertising issues. Landlords: property maintenance issues.
The level of compliance with decisions increased from 78% in 2020 to 87% in 2021. This shows more PRS agents complied with decisions to the benefit of consumers.
Some 46 agencies were expelled, with almost half – 45.7% – based in London.
Sean Hooker, head of redress at the PRS, said: “Despite huge challenges in the property sector for agents of late, we should note that the number of complaints per agent has reduced considerably in net terms. A far greater number of sales and lettings were transacted in 2021 versus 2020 yet complaints made via the PRS rose by just 2.4 per cent.
“I’m delighted that our membership numbers have increased so substantially, taking our total membership to 16,272 and cementing us as the largest lettings redress scheme in the UK now.
“It’s fair to say that customer service satisfaction within the estate and lettings industry is also trending in a positive direction, with only a minute proportion of our members seeing complaints issued against them.
“With regard to expulsions, we expelled 0.28 percent of our membership. That’s regrettable but also shows the property industry and its customers that our approach is one with teeth where needed.”
Comments (1)
There should be a penalty “deformation” of false claims against any business. We live in a world of claim no win – no fee (penalty) mentality.
While some may think is just how it is, forget that there are people who have risked everything and the stress in operating a professional business, put their heart and soul into the operations and where it is founded false or frivolous accusations against them is stressful till its resolved.
So easy for fake complaints to be used to be hostile and vindictive with the intention to hurt and disrupt.