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The Biggest Rental Sector Complaint…By A Man Who Knows

Holding deposits head the list of complaints about the private rental sector, says the man at the top of the Property Redress Scheme.

Sean Hooker, Head of Redress at the PRS, says: “For a prospective tenant going into a letting agent we're still getting issues on holding deposits even though there's now clear guidance from the Tenants Fees Act - we're still getting agents that don't understand that.

“We're also seeing a rise in the number of repair issues and the response to repair issues. 


“Part of that was a bit of a hangover from Covid but it still continues on and I think people working from home and being more aware of their cost of living means that the issues of repair and how the agent responds are still on the on the increase. 

“In terms of sales, it's misleading information and this is a big thing that the whole of the industry takes seriously. It's how you advertise the property and how you actually manage the expectations of your customers.” 

The PRS is now the largest redress scheme in the country and ilast year Hooker and his team handled 2,000 complaints covering sales, lettings and long-term leaseholders.

And in conversation with Estate Agent Today’s Lee Dahill, he says it is still growing and he is proud of the speed with which his team manages the ever-increasing workload.

“We have a fantastic team of people who are dealing with tenants, landlords, buyers, sellers and leaseholders. So it can be very complex and they are extremely dedicated to finding a resolution as efficiently as we can. From the time the complainant rings up or sends an email, within 39 days we can get a case dealt with.”

To listen to the full interview, please click. 

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