TPO COMPLIANCE SURVEY - THE PROCESS

If you have been selected to take part in the compliance survey (as per your obligations as a member). You will receive an invitation by email or letter which will include a copy of the compliance survey. You will have 1 month to collate and submit your survey and evidence.

**This means if anything is not already in place you have time to rectify this before submission **

 The completed form and evidence can be returned by email to This email address is being protected from spambots. You need JavaScript enabled to view it. or by post to:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

The compliance team will check your survey paperwork and provide feedback to you via letter and email.

In the event that any areas need amendments, these will be explained in the feedback letter and although your survey would be closed as non-compliant, you would have the opportunity to return amended evidence. If compliant, the outcome of the survey will be amended accordingly.


GUIDANCE

Complaints Procedure 

(As given to consumers)

As part of your membership obligations, you must maintain and operate an internal complaints procedure. This procedure must be in writing and contain the timescales which are outlined in the TPO Code of Practice, the correct TPO details (address, email address, website and telephone number) and you must state that there is a 12 month timescale for complaints be made to the Property Ombudsman.


Section 1 - About your business

This section of the form confirms your membership information, and allows TPO to ensure our records are up to date.

*It is imperative that the survey is completed by the legal entity, as detailed on your initial request letter*


                                                Section 2 – Compliance Checks 

 

TPO Codes & Consumer Guides

As per the TPO Code of Practice 'You must have available, free of charge, copies of the Code of Practice and Consumer Guide to give to consumers.

 

You can either:

  • Download copies of the Consumer Guide and Codes of Practice and print them off
  • Download a stationery order form here, which you will need to fill out and return to This email address is being protected from spambots. You need JavaScript enabled to view it. on your website/s.

 

TPO Logo - Headed Paper/ Email Footer/ Website

As per the TPO Code of Practice, you must prominently display the TPO logo in the window of all offices and on your website(s) and on all relevant documentation such as marketing literature, property advertisements and on your letter head, emails and other digital communications.

You can:

  • Request a TPO Window Sticker by downloading a stationery order form here, which you will need to fill out and return to This email address is being protected from spambots. You need JavaScript enabled to view it. The correct TPO logo can be obtained by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. and quoting your membership number. (You will find this on your initial request letter).Additional guidance/ templates can be found using the Complaints Handling Toolkit.

 

Client Money Protection - in branch/on website(s)

As of 1st April 2019, Client Money Protection Insurance became a legal requirement for letting agents in England that deal with client money. You are required to display your certificate prominently on your website(s) and in your branch. 

Further information can be found via the .gov webpage https://www.gov.uk/government/publications/client-money-protection-for-letting-and-managing-agents/client-money-protection-for-letting-and-managing-agents

 

Money Laundering Registration

(Sales) If you deal in Residential Sales, you must be regidsted with HMRC for Anti-Mony Laundering. Although the requirement is currently limited to estate agents, it is viewed as good practice for letting agents to be registered too. Please visit https://www.gov.uk/registration-guide-for-estate-agency-businesses for further information.

 

ICO Registration

Under the Data Protection Act individuals and organisations that process personal information need to register with the Information Commissioner's Office (ICO), unless they are exempt. More informaion on this can be found at https://ico.org.uk