The Property Ombudsman has welcomed two new non-executive directors to its Independent Board. Louise Baxter, Head of the National Trading Standards Scams Team, and Nick Samuels, Non Executive Director at Gaughan Group and Group Chair at Stone Circle (Wiltshire Council), will replace Gerry Fitzjohn, former Chairman of TPO Board, and Mark McLaren.
In order to help agents better understand how the Ombudsman comes to decisions over complaints, we now issue a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.
Remember, if there are any specific topics you would like us to cover, please email This email address is being protected from spambots. You need JavaScript enabled to view it. with CASE SUMMARY TOPIC in the subject, and we will endeavour to cover these in future examples
This dispute concerned a drainage and water search report prepared by a search provider for a buyer that the seller claimed had caused the sale to be aborted.
This dispute concerned the description of an item sold at auction.
The dispute concerned the provision of a health and safety report, the handover of management responsibilities to the new managing agent and the events that took place during an annual general meeting.
This dispute concerned damp problems resulting from construction issues on a new build development and the action taken by the managing agent.
This case concerned the requirements of the rent guarantee insurance policy in relation to the referencing conducted by the Agent.
This case concerned a hybrid rent to rent arrangement whereby the Agent became the primary tenant but was only required to install tenants and collect rent, with the Landlords managing the occupational tenancies.
This dispute concerned the Agent’s handling of reports of internal mould and broken decking by the Tenant.
This dispute underlines the importance of considering all material information when providing market valuations and advising on asking prices.
This dispute concerned the Seller’s perception that the Agent had provided false and misleading information in relation to the Buyer during the period between acceptance of offer and exchange. Importantly, it also provides a good example of how straightforward disputes can be avoided if clear and regular communication takes place and internal complaint procedures are accurately followed.
This dispute involved three parties, the Buyers and their Neighbours who made separate complaints in relation to the consequences of the Agent providing incorrect material information.
A case that The Property Ombudsman (TPO) was asked to investigate came from a seller against a quick sale agent and related to their communication and approach to the purchase of her property.
A case that The Property Ombudsman (TPO) was asked to review came from a seller against a Quick Sale agent. The sellers felt that they were misled, poorly communicated with and treated badly by parties engaged by the agent. They subsequently raised three complaints:
In order to help agents better understand how the Ombudsman comes to decisions over complaints, we now issue a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.
Remember, if there are any specific topics you would like us to cover, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will endeavour to cover these in future examples.
In the first quarter of 2023, eight agents were excluded from The Property Ombudsman (TPO) for failing to pay a compensatory awards following complaints from consumers.
In order to help agents better understand how the Ombudsman comes to decisions over complaints, we are issuing a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.
If there are any specific topics you would like us to cover, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will endeavour to cover these in future examples.
The Real Estate Data Foundation is a not-for-profit initiative bringing together the whole sector around the topic of data and to raise data ethics up the agenda and we are delighted that The Property Ombudsman is supporting this collaborative alliance. But what is 'data ethics', why should you care and what should you do about it?
We would like to start by wishing you a very happy New Year. In order to help agents better understand how the Ombudsman comes to decisions over complaints, we will be issuing a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.
If there are any specific topics you would like us to cover, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will endeavour to cover these in future examples.
