Property Redress, one of the UK’s leading independent redress providers for the property industry, is celebrating a decade of significant growth, with more than 20,000 member offices. To mark this achievement, Property Redress is unveiling a fresh brand, new website, and updated resources, all aimed at enhancing user experience and cementing its position as a key player in the property sector. As part of the rebrand the brand will no longer be referred to as the Property Redress Scheme, or ‘PRS’, as the full brand name will become Property Redress.
From modest beginnings in 2014, Property Redress has grown steadily, representing a diverse range of businesses across the property sector, from sole traders to national chains with hundreds of branches. With an average of 450 new members joining each month and a retention rate between 80-85%, Property Redress continues to expand and deliver exceptional value to its members.
Tim Frome, Head of Government Schemes, reflected on the journey, stating:
“It’s a fantastic achievement for Property Redress to get to 20,000 member offices after launching a decade ago with a standing start and up against two established operators in the sector. We’ve got here by sticking to our principles and making sure we develop and progress in everything that we do each year. We invest in our people and systems and never rest on our laurels, facing any challenges head on. We have a best-in-class resolution service which is resolving over 50% of cases without the need for a decision and in record times. We have flexible membership options which suit all types of agents, meaning we cater to everyone from national chains to single-person operators. We look forward to assisting our members and their customers as they navigate further legislative changes in the sector and also to sharing some further exciting developments about the scheme later this year.”
As a core part of its mission, Property Redress has continued to improve its approach to resolving consumer complaints efficiently. Over the past year, Property Redress has seen a 30% increase in complaint volumes, while maintaining a high standard of service. More than 50% of complaints are resolved early through agreement between both parties, and completed in an average of 30 working days. Where a formal decision is required, Property Redress makes sure all cases are resolved within three months, offering a trusted, time-efficient solution for all involved.
Sean Hooker, Head of Redress, commented on the significance of the 10-year milestone:
“I am so proud of this achievement in our tenth year. Through hard work and investment our scheme has developed, allowing us to help thousands of agents and their customers resolve their complaints and restore relationships. This has contributed to raising standards across the property sector. Thank you to our members and to my fantastic team for making this happen.”
As part of its 10th anniversary celebrations, Property Redress has:
- unveiled a refreshed brand, aligning Property Redress more closely with its parent company, Total Property, and strengthening its identity within the broader property community
- redesigned its website, improving user experience and making sure that both members and consumers can easily access key information
The new website offers improved navigation and a simplified process for logging complaints, making it easier for users to engage with our services. Whether accessing the site on desktop or mobile, customers will benefit from simplified instructions and a smoother experience overall.
Sean Hooker emphasised the importance of this development:
“We are proud to present a fresh, modern face for Property Redress. Our new branding and website reflect our growth and the progressive nature of our work. We’re excited about the future and what we can achieve together with our members.”
Member testimonials
Property Redress’s member-first approach has earned it widespread praise across the property sector. Agents have consistently highlighted Property Redress’s fair, efficient, and collaborative approach to complaint resolution.
Annabel Clery, Residential Operations Director at Strutt and Parker, shared:
“We have been very pleased with our decision to choose the PRS over others we considered. They promised and have delivered good value for money. They are good at listening to suggestions and proactive at inviting feedback. When our complainants refer to them, they respond professionally and promptly.”
Vincent Smith, General Manager at Refresh Renovations UK, echoed this sentiment:
“It was essential for Refresh Renovations to partner with a reputable scheme when we considered the fairest approach to our disputes procedures. We are delighted with the PRS team and their fair, common sense and evidence-based approach to resolving matters which, without an independent specialist, could run the risk of becoming negative experiences for all involved.”
The team at KFH also expressed their satisfaction, stating:
“The collaborative approach of the PRS is such a breath of fresh air. It feels as though we’re dealing with real people who genuinely want to give a good service. Emails always receive a fast response and, should a complaint unfortunately arise, they are happy to pick up the phone to us to discuss and agree next steps, supporting us to resolve the matter informally where possible. On the rare occasion the matter must progress to them for review, the process is extremely simple via the portal and response times are fast. It’s also reassuring to have a dedicated complaints handler, who we can contact any time for advice, and it also ensures consistency of reviews.”
As Property Redress celebrates its tenth anniversary, the scheme remains committed to more innovation and development, continuing to meet the needs of both its members and consumers. With 20,000 member offices and a fresh new look, Property Redress is well-positioned for future growth and to lead the way in raising standards across the property sector.
