What is the Property Redress Scheme?
The Property Redress Scheme (PRS) is a new ombudsman service that Property Agents can join that ensures that any disputes between Agents and their customers can be resolved professionally and quickly. Escape Campus is a member of PRS.
The PRS also allows Agents to comply with their legal obligation to be a member of a government authorised consumer redress scheme. The scheme allows consumers (who could be both landlords or tenants) to raise a complaint against their agency if they want to and that the complaint is heard and in some cases, both mediation and arbitration can be offered by PRS to resolve the issue.
There are some criteria that must be met in order for a complaint to be valid and considered by PRS, as follows;
- Firstly the agent must be a member of PRS and you can check if they are by checking the PRS Membership Register
- The person making the complaint must be able to demonstrate that they’ve sent a formal written complaint to the member concerned within twelve months of the incident / complaint occurring.
- The person complaining must have allowed at least eight weeks for the Member to both investigate and respond properly. If it is within this timescale, PRS will not be able to help.
- Once the Member has issued a response to the person complaining OR the person complaining has waited eight weeks from sending the complaint and has not received a reply, it may be referred to PRS for consideration. This must be within twelve month of the dispute occuring. PRS will require copies of all correspondence.
If you feel unhappy about something that Escape Campus has done in its dealings with you then please communicate with us first so that we can try and sort the problem out ourselves. It is our desire that communication shouldn’t break down so if we can discuss it together then that’s obviously the best option. However if you feel that you have not been able to resolve the issue then please get in touch with PRS. You can find out more about them by clicking here. https://www.theprs.co.uk