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Case studies

We’re creating a new library of case studies on a range of issues across different sectors using the most recent examples. Use the filters below to find cases by selecting a sector or issue.

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Showing 1–9 of 15 results • Page 1 of 2

Lettings

Landlord complains about missing rent

A landlord, Marie, said that the letting agent she used consistently failed to forward rent received from her tenants in a timely manner. This placed Marie in a vulnerable financial position, and so she brought her long-term dispute to The Property Ombudsman.

17 Feb 2026
Small block of flats in the United Kingdom on a sunny day

Leasehold

Property management failures lead to a two-year dispute

This case concerns a prolonged dispute between a residents’ management company (the complainant) and the agent responsible for managing their apartment building during 2022-2023.

27 Jan 2026

Lettings

Deposit registration failure leads to landlord compensation

This case concerns a dispute between Cath, a landlord, and a letting agent over the handling of a tenancy deposit while the property was let and managed between 2021 and 2022.

11 Dec 2025
Facades of coastal houses against rocky hills and cloudy blue sky

Sales

Seller refused contact by estate agent for 10 months

Aaron chose an online estate agent to help sell his home, but struggled to access the online system or communicate with the agent whilst the marketing and sales process was underway, despite contacting the agent several times.

10 Nov 2025
Exterior Of Victorian Terraced Houses

Sales

Survey report misinformation leads to buyer dispute

After moving into his newly purchased home, Ahmed found that all the windows were single-glazed despite the building survey stating they were double-glazed.

10 Nov 2025
Energy efficiency mobile app on screen

Sales

Missing Energy Performance Certificate causes auction dispute

Ellen decided to sell her property through auction. She claimed that the Auctioneer agreed to arrange the EPC on her behalf, but this was not completed.

09 Sep 2025
Caucasian woman with dark hair holds a letter in her hand whilst looking at her laptop, with a concerned look on her face

Leasehold

Service charge demands for an overseas landlord

An overseas landlord, Tracy, was shocked to receive a demand for £9,000 in unpaid service charges despite never being sent the original bills.

24 Jul 2025
Row of typical English terraced houses.

Other

Investment property misrepresented

A couple, Kaleb and Pauline, who were interested in buying a freehold investment property were misled by the agent’s marketing and paid an £8,000 exclusivity fee based on incorrect information.

24 Jul 2025
Smoke exits the chimney of a house in England

Other

Fire damaged property sold without warning

Aisha purchased two properties through a property auction company. After the sale, she found one of the properties had serious fire damage, something that hadn’t been mentioned in the listing.

24 Jul 2025