What Property Redress does

Property Redress is a UK government-authorized independent redress scheme founded in 2014 that mediates disputes between consumers and property agents. It serves estate agents across the UK and letting/property management agents in England and Wales under mandatory compliance regimes established by the Consumers, Estate Agents and Redress Act 2007, the Government's designation of redress schemes regulations 2013, and the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. The scheme also accepts voluntary property professionals — including company landlords, inventory clerks, tenant relocation experts, property finders, and removal companies — under CTSI authorization.

The core product is a structured three-stage complaint resolution process (member-led resolution, negotiated resolution, and formal adjudication), supported by an online portal that enables businesses to register as members, submit complaints, upload evidence, track case progress, and communicate with case handlers. The platform is operated by Hamilton Fraser as scheme administrator and data controller, with 20 ADR officials handling cases under a stated average 40 working-day target from receipt to final decision. Over 20,000 members, 4,000+ complaints resolved in 2025, and £1.2m+ awarded in 2025 resolutions indicate meaningful operational scale relative to a 13-person core team.

Revenue is generated through annual membership subscriptions across three tiers — Enhanced (£280+VAT per head office plus per-branch), Entry (£190+VAT per head office plus per-branch), and RLM for residential leasehold management (£335+VAT per head office plus £15+VAT per branch) — supplemented by per-complaint fees (£200+VAT for sales/lettings; £380+VAT for property management) on the Entry and RLM models. The Enhanced model charges no per-complaint fees subject to fair usage. Property Redress operates within the Total Property portfolio of Brown & Brown, alongside mydeposits, Client Money Protect, Total Landlord Insurance, and Landlord Action, with a stated collective reach of over 40% of the UK private rented sector market. Geographic scope is restricted to England and Wales for letting and property management, and the UK for estate agents; Scotland is served by a separate designated scheme.

Name

Property Redress

Legal name

Property Redress

Website

https://propertyredress.co.uk

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

11–50 employees

Short description

Property Redress is a UK government-authorized independent redress scheme that mediates consumer disputes against estate agents, letting agents, property managers, and property professionals via an online portal and three-stage resolution process, operating as a mandatory compliance membership under the Total Property / Brown & Brown portfolio.

Ownership category

akta.pro rank

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Others

Revenue model

1. Annual Membership Subscriptions: Property agents pay annual subscription fees based on membership model tier. Three tiers available: Enhanced (£280 + VAT), Entry (£190 + VAT), and RLM (£335 + VAT). Additional branch fees apply. No complaint fees for Enhanced model; Entry and RLM models have per-complaint fees.
2. Complaint Processing Fees: Entry and RLM model members pay per-complaint fees: £200 + VAT for sales and lettings complaints, £380 + VAT for property management complaints. Enhanced model members are exempt from complaint fees under fair usage policy.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels6 records

Core offering

Property Redress operates an independent, government-authorised redress scheme providing impartial mediation and resolution of disputes between consumers and UK property agents, including estate agents, letting agents, and property managers. Property agents pay annual membership subscriptions across three tiers (Enhanced, Entry, and RLM), while consumers submit complaints free of charge through an online portal that is resolved via a three-stage process: direct member resolution, negotiated resolution, and formal adjudication.

Product overview

Property Redress is a single, unified redress scheme providing independent dispute resolution services for the UK property industry. The core offering is the Property Redress Scheme, which enables consumers to make complaints against estate agents, letting agents, and property managers through an online complaint submission portal. The scheme operates a three-stage complaint resolution process (direct resolution, negotiated resolution, and formal adjudication) with an online portal for complaint submission and tracking. Membership is offered to property agents and professionals through three tiers: Enhanced Model (no complaint fees), Entry Model (lower subscription with per-complaint fees), and RLM Model (for residential leasehold block managers).

Differentiator

Problem solved

Functional benefit

Products and services

• Property Redress Scheme An independent, government-authorised redress scheme providing impartial mediation and resolution of disputes between consumers (buyers, sellers, landlords, tenants, freeholders, leaseholders) and UK property agents. Complaints are resolved through a three-stage process: direct member resolution, negotiated resolution service, and formal adjudication, with a target completion window averaging 40 working days.
• Business Membership

Quantifiable outcome

• Over 4,000 complaints resolved in 2025
• +3 more outcomes

Named customers8 records

Segments5 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

13 partnerships are on record, tiered core, major and minor.

• Total PropertycoreStrategic or Co-development PartnerProperty Redress is powered by Total Property, the UK's dedicated hub for private rented sector products and services. Total Property brings together HFIS brands including government-approved schemes mydeposits and Client Money Protect, award-winning Total Landlord Insurance, and housing law specialist Landlord Action. The combined portfolio reaches over 40% of the private rented sector market.
• Brown & BrowncoreOthersProperty Redress is part of the Brown & Brown team. Brown & Brown is a large insurance broker. Total Property (parent of Property Redress) is part of the Brown & Brown organization.
• Ministry of Housing, Communities and Local Government (MHCLG)coreOthersGovernment ministry that authorizes Property Redress to offer consumer redress for lettings and property management agents under the Government's designation of redress schemes regulations 2013.
• National Trading Standards Estate and Letting Agency Team (NTSEAT)coreOthersNational Trading Standards authorizes Property Redress to offer redress to consumers under the Consumers, Estate Agents and Redress Act 2007 Part 3 for UK estate agents.
• Chartered Trading Standards Institute (CTSI)coreOthersCTSI authorizes Property Redress to resolve disputes under the ADR Regulations 2015. Under this authorization, Property Redress offers service to property professionals including company landlords, inventory clerks, tenant relocation experts, and property finders.
• UKALA (UK Association of Letting Agents)majorChannel Partner/ Reseller/ DistributorPRS is UKALA's appointed redress scheme for its agent members. UKALA members can be checked via PRS member search or UKALA's own agent directory.
• mydepositsmajorGTM or Marketing PartnerGovernment-approved tenancy deposit protection scheme under the Total Property portfolio. Cross-referrals for deposit protection issues and educational resources on damp, mould, and other property issues.
• Client Money ProtectmajorGTM or Marketing PartnerGovernment-approved client money protection scheme under the Total Property portfolio. Cross-referrals for client money protection compliance.
• Total Landlord InsuranceminorGTM or Marketing PartnerAward-winning landlord insurance provider under the Total Property portfolio. Marketing referrals and brand association.
• Landlord ActionminorGTM or Marketing PartnerHousing law specialists under the Total Property portfolio. Referrals for legal housing matters and educational resources.
• Hamilton FrasercoreOthersActs as Data Controller and scheme administrator for Property Redress. Located at 1st Floor, Premiere House, Elstree Way, Borehamwood, Hertfordshire WD6 1JH. Processes personal data to administer the Property Redress Scheme.
• HF AssistminorGTM or Marketing PartnerSpecialist helpline service available as an add-on membership for property agents. Sign up at end of PRS registration with monthly direct debit payment option.
• ARMA (Association of Residential Managing Agents)minorGTM or Marketing PartnerARMA members receive discounts on RLM Model membership pricing for residential leasehold block management agents.

Scale indicators7 records

Recent moves6 records

Expansion highlights5 records

Others

• Total Landlord Insurance: Total Landlord Insurance is the award-winning landlord insurance provider within the Total Property / Brown & Brown portfolio. It is not a redress scheme but operates in the same PRS ecosystem with cross-referral potential to Property Redress members.
• Propertymark: Propertymark is the UK's leading professional body for property agents (estate, letting, management). Its members typically must hold PRS or TPO redress membership, making Propertymark an indirect channel partner and ecosystem peer rather than a direct competitor.
• mydeposits: mydeposits is a government-authorized tenancy deposit protection scheme under the same Total Property / Brown & Brown umbrella. It is not a redress scheme but addresses related private-rented-sector compliance and is a direct ecosystem peer.
• Hamilton Fraser: Hamilton Fraser is the scheme administrator and data controller for Property Redress and shares the same Borehamwood operational office. It also runs adjacent property-sector services and is part of the same Total Property / Brown & Brown ecosystem.
• Client Money Protect: Client Money Protect is a government-approved client money protection scheme for property agents under the same Total Property / Brown & Brown umbrella. It is complementary rather than competitive, addressing an adjacent agent compliance requirement.
• RICS Dispute Resolution Service: RICS operates a dispute resolution service for chartered surveyors and property professionals, providing adjudication and mediation in property-related matters. It overlaps with Property Redress's domain of property professional dispute resolution but is run by a professional body rather than as a standalone commercial scheme.

Regional players

• The Housing Ombudsman: The Housing Ombudsman investigates complaints against social housing providers (mainly in England). It performs a comparable independent dispute resolution function within the UK property sector but serves a distinct social-housing segment rather than estate/letting agents.

Broad incumbents

• Ombudsman Services: Ombudsman Services is a multi-sector ADR provider covering energy, communications, and property-related disputes under ADR Regulations 2015. It is comparable to Property Redress as an approved ADR body but with a broader portfolio and less focus on property agent redress.

Direct peers

• The Dispute Service (TDS): TDS is a government-authorized tenancy deposit protection scheme that also resolves related disputes between landlords and tenants in the UK private rented sector. It addresses the same regulatory-driven dispute resolution space, though anchored in deposit protection rather than agent redress.
• The Property Ombudsman: The Property Ombudsman (TPO) is the long-established UK government-authorized redress scheme for estate and letting agents, operating under the same statutory framework (Consumers, Estate Agents and Redress Act 2007). It is Property Redress's primary direct competitor for mandatory agent membership in the UK.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/PropertyRedress
• Facebookfacebook.com/PropertyRedressScheme
• LinkedInlinkedin.com/company/propertyredress

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Property Redress