The complaint
The Buyer was interested in a property for sale by the Agent and booked a viewing with the Agent. During the initial viewing, the Property looked great and appeared to be everything they wanted. They were told that if they wished to proceed, they would be required to pay a reservation fee of £1,000 to secure the property from the market.
The Complaint
The Developer of a new build mixed tenure development instructed the Agent to market units to potential buyers.
The Buyer subsequently entered into a reservation agreement with the Developer and paid a reservation deposit of £5,000.
The Landlords instructed the Agent to find tenants for their property. The Agent was in charge of viewings and began to market the property in the search for tenants.
A potential tenant contacted the Agent to book a viewing around the property. The Tenant was an electric wheelchair user who thought that the property would be suitable for their needs. The Agent accepted the viewing.
Seven agents, the majority of which are now in liquidation, have been excluded from The Property Ombudsman (TPO) for failing to pay compensatory awards.
A sales and lettings agent in Porth Wales, The Property Dragon Limited, has been excluded from The Property Ombudsman (TPO) for failing to pay an outstanding award of £1,180.
The company has been dissolved and removed from Companies House but it appears it could now be trading as Property Solutions Wales Porth. Consumers are being warned about this possible connection and potential risk.
A sales and lettings agent in Slough, Saville Park Ltd, has been excluded from The Property Ombudsman (TPO) for failing to pay an outstanding award of £300.
The Property Ombudsman received a complaint from tenants relating to repairs and maintenance of their rental property, the provision of documentation, the end of tenancy procedures, provision of the landlord's details and complaints handling.
A sales and lettings agent in Leicester, Sun Properties Leicester, has been excluded from The Property Ombudsman (TPO) for failing to pay an outstanding award of £3,220.14.
The Property Ombudsman received a complaint from landlords regarding referencing checks carried out by Sun Properties Leicester on their tenant. The landlords (complainants) also said that the agent had used the tenant's deposit for rent arrears when the tenant failed to pay rent.
The Property Ombudsman (TPO) scheme has issued an updated version of its Codes of Practice for agents in the Channel Islands in order to address emerging industry issues and provide continuity in its presence across both the UK and Channel Islands. As this is the first revision to the Channel Island Codes since 2016, there has been considerable changes to incorporate factors such as GDPR requirements, dual fees and referral fees.
A letting agent in Finchley, The London Landlord Limited, has been expelled from The Property Ombudsman (TPO) for failing to pay an outstanding award of over £6,000, they also failed to pay their membership renewal fees.
An estate agent in Blackpool, Leftmove Estate Agent Holdings Limited (trading as Leftmove Estate Agents), has been expelled from The Property Ombudsman (TPO) for failing to pay an outstanding award of £700 to a house seller who submitted a complaint to TPO. The agent is no longer trading.
Buyers, sellers, tenants and landlords in Chelmsford, Essex, are being warned that a local estate and letting agent, Old Moulsham Estates Limited (trading as Hawksley Pearce), has been expelled from The Property Ombudsman and is now in liquidation but appears to have a new business trading from the same address.
Tenants and landlords in St. Leonards-On-Sea are being warned that a local letting agent, Foremost Lettings Ltd (trading as Foremost Lettings), has been expelled from The Property Ombudsman and is no longer trading. A Facebook post from December 2019 states that the company has been bought out by The Property Café, which do not appear to hold any common directors with Foremost Lettings.
On Wednesday 1 July 2020, The Property Ombudsman’s (TPO) Consumer and Industry Forums, chaired by Mark McLaren and Michael Stoop respectively, joined via Zoom to address emerging issues alongside the official launch of the Consumer Codes Steering Group.
FREE TO JOIN * We are pleased to welcome Katrine Sporle, Property Ombudsman and Jane Erskine, Deputy Ombudsman who will present a slimmed down version of TPO’s national conference that was due to take place in Birmingham this year.
From October 2020, Rebecca Marsh will take up the role of Ombudsman at The Property Ombudsman, taking over from her predecessor Katrine Sporle CBE, whose five-year contract comes to an end on 31st October.
- 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.
