How to File a Strong Complaint to the Property Redress Scheme (and Actually Get Results)

“Disclaimer:Tenant Support UK is not a law firm and does not provide regulated legal advice. All content on this website is for general informational purposes only, based on publicly available legal guidance and personal experience. If you need legal advice tailored to your situation, please consult a qualified solicitor or a trusted housing advice service.“

First, What the Hell Is the Property Redress Scheme?

The Property Redress Scheme (PRS) is supposed to be your “go-to” when a letting agent, landlord, or property manager screws up, ignores you, treats you like crap, breaks the rules, takes your money, or just acts badly.

It’s a government-authorized “redress” service, meaning:
If they mess up, you can complain ,and the PRS can investigate, tell them off, and sometimes award you compensation.

(Spoiler alert: it doesn’t always work like magic. But if you follow the right steps, you massively boost your chances.)

Almost all letting agents and property managers MUST legally belong to one of the approved schemes, PRS or The Property Ombudsman.
If they don’t, they are operating illegally.

When You Should Complain to the PRS

You can file a complaint if:

Your landlord or letting agent ignored your complaints about repairs.

They held your deposit unfairly.

They lied to you about fees, charges, or the condition of the property.

They didn’t follow their obligations under your contract.

They threatened or harassed you (serious ones should also go to police/council).

They ghosted you after taking money.

They treated you unprofessionally.

BUT you have to give them a fair chance to fix it first.
You must complain to them directly first (called “exhausting the internal complaints procedure”).

Step 1: Check if They’re a Member

Go to the PRS Agent Finder page.

Type the letting agent, landlord, or company name.

Make sure they are listed.

If they are NOT a member, you report them to the local council instead.
(Operating without membership is a criminal offence.)

Step 2: Give Them a Final Written Chance

Write a formal letter/email titled “Formal Complaint”.

Explain your complaint clearly (bullet points if needed).

Give them 14 calendar days to reply.

Keep proof (email sent, letter posted, screenshot).

(If you don’t do this step properly, the PRS will reject your complaint.)

Step 3: Collect Your Evidence

You’ll need to attach:

Emails and messages.

Your tenancy agreement or any contract.

Rent payment proof (bank statements/screenshots).

Photos of any damage or disrepair.

Any letters you sent them.

Any replies (or proof they ignored you).

Step 4: File Your Complaint to the PRS

Go to PRS Complaint Form.

Fill it out carefully.

Upload all evidence in an organized way (no “here’s 100 screenshots randomly” make it easy to read).

Write your side of the story calmly, clearly, and factually.

(Tip: No caps lock shouting. No calling them ‘snakes’ or ‘scammers’, even if they are.)

Step 5: Be Patient (But Watch the Clock)

PRS usually responds within 10–15 working days.

They may ask for more info.

If they accept your case, they will ask the agent/landlord for their side too.

The decision can take a few weeks to a couple of months.

Golden Rules for Making a Strong PRS Complaint

Stay factual: Stick to dates, facts, documents.

Stay polite: Even if you’re furious, sound professional.

Stay organized: Label your evidence (“Email 01”, “Photo 02” etc.).

Stay honest: If you messed up something small, admit it. It builds trust.

Stay persistent: If they drag it out, keep your communication calm but firm.

What Can the PRS Actually Do?

Order the agent/landlord to apologize.

Order compensation (usually up to £25,000).

Recommend process improvements (not enforceable though).

Expel them from membership (then the council can fine/prosecute them).

BUT:
The PRS can’t force them to refund you immediately like a court would.
If they refuse to follow the decision, you might have to take them to small claims court using the PRS decision as evidence.

Quick Links to Help You:

Search PRS Members

PRS Complaint Form

PRS Consumer Guide (Full Rules)

Complaining to the PRS isn’t magic.
You need patience, proof, and politeness with an edge

Think like this: