Consumer Protection Regulations: The Property Ombudsman’s approach to resolving Disclosure Disputes 

Bower & Bower (B&B), a sales and lettings agent in Exeter, Devon, has been expelled from The Property Ombudsman (TPO) scheme. 

Buyers, sellers, tenants and landlords in Coventry are being warned that a local sales and letting agent has been expelled from The Property Ombudsman (TPO) scheme for failing to pay awards totalling £8,583.63.  This means the firm, Lawrence Property Consultants Ltd (LPC), is not registered with a redress scheme, which is a requirement of every sales and letting agent in order to trade legally*.

National Standards Estate Agency Team (NTSEAT), with the support of The Property Ombudsman and the Property Redress Scheme, have today launched a survey to assess the use of referral fees among estate agents.

A case that The Property Ombudsman was asked to review came from a leaseholder concerning the manner in which the managing agent for the block dealt with a water leak at the property. 

A case that The Property Ombudsman was asked to review came from sellers concerning the offer received and the commission fee payable.

A case that The Property Ombudsman (TPO) was asked to review came from a potential buyer concerning information provided by the agent when marketing a property for sale.

A case that The Property Ombudsman was asked to review came from a landlord concerning both the suitability of the tenant that the agent introduced to the property and the occupation of the property by other individuals not named on the Tenancy Agreement.

A case that the Property Ombudsman was asked to review came from buyers concerning their ‘PRC’ property.  They had purchased in 2011 and were now encountering difficulties trying to sell.  This complaint fell within the Ombudsman’s Terms of Reference, the buyers having made a complaint within 12 months of becoming aware of the issues.

A case that The Property Ombudsman was asked to review came from a landlord concerning the agent’s failure to charge market value rent or raise rent annually.

The Ombudsman was asked to decide on a dual fee dispute, with two agents pursuing the seller for commission fees, both claiming introduction of the buyers.  The seller believed that the agents should have been able to decide this between them once it had come to light.

A case that The Property Ombudsman was asked to review came from tenants concerning their tenancy as well as the handling of their complaint by the agent.

The Property Ombudsman (TPO) has today released its 2017 annual report.

The issue of housing and homes is highly emotive and when something goes wrong people feel strongly that issues should be resolved fairly, appropriately and quickly. The role that agents play as part of that process is important and how agents handle complaints is under the spotlight. MHCLG has asked what can be done to improve in-house complaint handling?

Katrine Sporle, The Property Ombudsman comments on the MHCLG announcement that it will professionalise the estate agent market: “We welcome the news the Government is introducing measures to professionalise the estate agent market. Requiring agents to hold a professional qualification and be transparent about any referral fees they receive should go a long way to raise standards in the industry and stamp out poor practice.

RIGHTMOVE WEBINAR: 11th APRIL 2:30pm-3.15pm

Agents and property professionals have been signing up for their tickets to this year’s TPO Conference ‘Raising Standards’ on Wednesday 13^th June, to be held at the National Conference Centre in Solihull, where Mark Prisk, former Housing Minister and local government minister, will be a guest speaker.

The Property Ombudsman (TPO) has today launched a new online training module exclusively for TPO members.

Buyers, sellers, tenants and landlords in and around Canary Wharf are being warned that a local agent has been expelled from The Property Ombudsman (TPO) scheme following a consumer dispute.

Wilkins Residential, a sales and lettings agent in Hove, has been expelled from The Property Ombudsman (TPO) scheme for one year and six months after the Ombudsman supported a complaint relating to non-payment of rent on three properties to landlords whose properties they managed.