We are delighted to be launching the Property Redress Scheme this summer. We are the new consumer redress (ombudsman) scheme for the property industry, authorised by both the Department of Communities and Local Government and the National Trading Standards Estate Agency Team.
All property Agents will by law have to join an authorised redress scheme by 1st October 2014. Alongside Property, Management, Lettings and Estate Agents, we are also open for other professionals working in the property industry including cleaners, gardeners and inventory clerks. These property professionals can join the Property Redress Scheme to provide peace of mind to their consumers that they treat customer service as paramount and provide an alternative method of complaint resolution.
I am the Head of Redress, (alternatively known as an Ombudsman) at the Property Redress Scheme and have responsibility for upholding our Terms of Reference when it comes to complaints being made against our Members. As part of my role, I will also report on statistics and will continue to build relations with other organisations in the property industry. I have already met with many trade bodies and organisation to spread the word of the new requirements and ensure that Agents are made aware of the change in the legislation.
As part of building the scheme, we have set up a Property Redress Scheme Advisory Council. Their job is to both advise and scrutinise the running and working of the scheme and also to make decisions on terminating Membership due to a Member's non-compliance with the Terms of Reference. We currently have four members on the Advisory Council - Lord Monroe Palmer of Childs Hill, Tessa Shepperson, Paul Shamplina and Richard Price. I also sit on the Advisory Council.
The Property Redress Scheme is committed to improving relations between Property Agents and Professionals and their consumers by first providing help and guidance and then if necessary making a binding decision on a valid complaint. Among the many benefits of scheme membership, we will work with all of our Members, providing education and guidance on resolving complaints including providing guidance and help from our Council Members.
We have looked at the industry and have spoken to a number of interested parties and have decided to do certain things a bit differently. First of all, we are offering two membership options to all agents and professionals to ensure that they can join a redress scheme that suits their needs. They can join on the Entry model' and then pay a fee for us to deal with their complaints, or they can join on our Enhanced model' which includes all complaints made against the Member. We have kept the fees for joining and dealing with complaints as low as possible to give accessibility to property agents and professionals who have not yet joined a redress scheme.
When it comes to a complaint we have considered the process and designed it to put the Member in back in control in the first instance. When we receive a complaint we will first check it to make sure it is valid. We will then pass it on to the Member and give them 10 working days to try to resolve it directly with the person complaining, working with them to provide guidance as they negotiate. If that is unsuccessful, we will then become formally involved and a case assessor will draft a resolution plan. This will involve collating all the evidence and discussing the matter with both the complainant and the Member. The case assessor will try to resolve the matter with the parties. If that proves unsuccessful the complaint will be passed to a Property Redress Scheme Ombudsman, such as myself, to make a binding decision on the complaint.
https://www.theprs.co.uk/
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