Latest TPO updates:

Quarterly Case Summaries - Q2 2023

Published on Monday, 10 July 2023. Posted in Press Releases

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.

Quarterly Case Summaries - Q1 2023

Published on Tuesday, 04 April 2023. Posted in Press Releases

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. 

Putting Real Estate on the Front Foot with Data Ethics

Published on Wednesday, 01 March 2023. Posted in Press Releases

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?

Quarterly Case Summaries – Q4 2022

Published on Thursday, 23 February 2023. Posted in Press Releases

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.

Mould and Damp in your Rental Properties

Published on Thursday, 24 November 2022. Posted in Media Articles

We have all seen the tragic reports following the inquest into the death of 2-year-old Awaab Ishak, where the coroner concluded that extensive mould in his family’s rented flat was the cause of his death. These findings have been described as a defining moment for the housing sector. 

Renting Homes (Wales) Act 2016 – CHANGES HAPPENING 1 DECEMBER 2022

Published on Thursday, 24 November 2022. Posted in Media Articles

The way Landlords and Tenants rent in Wales will soon undergo significant changes. 

On 1 December 2022 the Renting Homes (Wales) Act 2016 will change the way all landlords in Wales rent their properties, this Act is the biggest change to housing law in Wales for decades. The new law simplifies agreements and will offer greater security and certainty to tenants (contract-holders) and landlords. You can read guidance and the legislation provided by Welsh Government here.

Consumer enquiries to The Property Ombudsman have risen 48% since 2019

Published on Tuesday, 01 November 2022. Posted in Press Releases

-      45,007 people turned to The Property Ombudsman for help in 2021 (up 15% on 2020)

-      5,508 disputes were accepted for investigation (up 7.5% on 2020)

-      49% of disputes accepted were resolved through TPO’s early resolution process

-      6,006 disputes were resolved in 2021, of which there was a financial award/settlement for 2,860

-      Compliance with Ombudsman decisions remained extremely high at 99%

Auction Fall Through

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Following a successful bid and a subsequent survey, the Buyer withdrew from purchase of the property. The Sellers (the complainants) were concerned that the Agent had allowed the Buyer to place a bid on the property, without paying a deposit and which was also conditional upon completion of a satisfactory survey.

Flooded Garden

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Within two weeks of moving into the property the Buyers (the complainants) discovered extensive flooding to the rear of their back garden.

New Home Water Ingress

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Following the purchase of their new home, the leaseholders became aware of flooding issues within the new development that impacted a number of communal areas, including corridors, the basement and a purpose-built bike shed.

Disclosure of Insurance Commission

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Following receipt of an insurance demand in which the premium had increased substantially, the leaseholder questioned this with the managing agent. The correspondence between the two parties did not resolve the leaseholder’s concerns and following the matter evolving into a formal complaint, the dispute was escalated to TPO.

Search Providers - Chicken Farm

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Whilst pursuing the purchase of their property the Complainant (the Buyer) instructed a search report to be completed by a Search Provider. The report did not find any planning applications within a 750m radius of the property and so the Buyer went ahead with the sale.

Surveyors - Japanese Knotweed

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

The Buyers moved into the property which was located next to a care home. Between the care home and the property was a strip of land which, at the time of the survey inspection, was fenced off and did not appear to form part of either the property or the care home

Alternative Deposit Options

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

Upon reviewing the tenancy agreement, the Tenant (complainant) found that the only option available to them on the online form provided by the Agent was to select a No Deposit Option (NDO) which was a £35 per month charge.

Referencing and Criminal Activity

Published on Monday, 31 October 2022. Posted in Case Studies

The Complaint

The Landlord (the Complainant) brought the case to TPO as they considered that the Agent did not conduct due diligence during the referencing process which resulted in them accepting Tenants that went on to use the property to cultivate cannabis plants.

Early Resolution Case Studies

Published on Monday, 31 October 2022. Posted in Case Studies

EARLY RESOLUTION – MARKETING ISSUES

The Sellers submitted a complaint to us following their Agent acknowledging their request to stop marketing the property but failing to remove it from a number of portals for a period of two months.

Enquiry Case Studies

Published on Monday, 31 October 2022. Posted in Case Studies

TENANT ENQUIRY – DAMP & MOULD

A Tenant contacted us to seek advice about maintenance issues that were causing problems. The Tenant explained that his flat was suffering from damp and mould issues which had grown to the extent that it was beginning to damage his belongings.