-      30,365 enquiries (up just 4% on 2018)

-      5,106 became formal complaints (up 20% on 2018)

-      £2.20 million in awards

-      Agents settled 98% of awards made

-      Just 22 agents were expelled from TPO for non-compliance

A case that The Property Ombudsman was asked to review came from a buyer concerning the survey.

A case that The Property Ombudsman was asked to review came from buyers concerning the accuracy of the information within the local authority search compiled by the search provider (SP).

A case that The Property Ombudsman was asked to review came from a tenant about the information she was given about the deposit replacement product (DRP) before the tenancy commenced; her attempt to change from the DRP to a regular deposit scheme and the agent’s handling of the same; as well as concerns about the arbitration process.

A case that The Property Ombudsman was asked to review came from buyers who stated that the agent had failed to provide them with all material information about the property, in this case failing to notify them of badger setts in the garden.

A case that The Property Ombudsman was asked to review came from a leaseholder who stated that the agent had failed to pro-actively manage the water leaks from the flat above.

A case that The Property Ombudsman was asked to review came from a buyer who stated that the agent had failed to disclose that there was a basement beneath the property to which unauthorised alterations had been made by the sellers.

A case that The Property Ombudsman was asked to review came from landlords about the retention of a £2,500 landlord incentive payment paid by the Borough Council (BC).

Already well documented in the press, rising rents in the private rented sector combined with cuts to housing benefits following the introduction of Universal Credit, have made letting to councils a less attractive proposition for private landlords.

A case that The Property Ombudsman was asked to review came from freeholders concerning the management of the estate by the managing agents.

Buyers, sellers, tenants and landlords in Stoke on Trent, Staffordshire, are being warned that a local estate and letting agent, SSM2 Limited (formerly Samuel Makepeace Limited) trading as Samuel Makepeace Bespoke Estate Agents, has been expelled from The Property Ombudsman (TPO) scheme for owing a buyer £5,000.

Eight estate and letting agents have been expelled from membership of The Property Ombudsman (TPO) after failing to comply with parts of the TPO Codes of Practice*. All of the agents have ceased trading, five are in liquidation and all have been referred to Trading Standards.

Buyers, sellers, tenants and landlords in Cleckheaton, West Yorkshire, are being warned that a local estate and letting agent, Barrington & Blake Estates Limited, has been expelled from The Property Ombudsman (TPO) scheme and is going through liquidation.

Buyers, sellers, tenants and landlords in Tonbridge, Kent, are being warned that a local estate and letting agent, The Olive Branch Estate Limited (trading as The Olive Branch), has been expelled from The Property Ombudsman (TPO) scheme owing a tenant £1,400. This means that the agent can no longer legally trade until the outstanding award is paid, although appears to have ceased trading. 

Buyers, sellers, tenants and landlords in Morpeth, Northumberland, are being warned that a local estate and letting agent, Sam Allan Estates Ltd (trading as Sam Allan Estates), has been expelled from The Property Ombudsman and is now in liquidation.

Buyers, sellers, tenants and landlords in Crystal Palace are being warned that a local estate and letting agent, Ronald Davis & Co Ltd (trading as Davis & Co Ltd), has been expelled from The Property Ombudsman and is now in liquidation.

Buyers, sellers, tenants and landlords in Barkingside, Ilford, are being warned that a local estate and letting agent, Residential Asset Management Limited (trading as RAM), has been expelled from The Property Ombudsman (TPO) scheme owing a tenant £2,830. This means that the agent can no longer legally trade until the outstanding award is paid.

Buyers, sellers, tenants and landlords in East London (E3) are being warned that a local estate and letting agent, Flat Sharing Ltd (trading as Flintons and previously operating as Citiside Properties Ltd), has been expelled from The Property Ombudsman and is now in liquidation.

Buyers, sellers, tenants and landlords in Romford, Essex, are being warned that a local estate and letting agent, Target Estates, has been expelled from The Property Ombudsman (TPO) scheme, despite appearing to have now ceased trading.

Many high street businesses that have closed due to Covid-19 restrictions will now be exempt from business rates.

We have now made provisions for all staff to work from home. We are continuing to take calls from consumers (around 40 to 50 a day) and to receive new complaints. However, please be advised that because of the lockdown, all cases within our system will be given a three-week extension of time.