"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"
- Sean Hooker - Property Redress
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 its modest beginnings in 2014, Property Redress has enjoyed steady growth, representing a diverse range of businesses across the property sector, from sole traders to national chains with hundreds of branches. On average, 450 new members join each month with the company boasting a retention rate between 80-85%.
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 (pictured), 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 concluded: “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.”
