Latest TPO updates:

Cladding a cause for complaint

Published on Monday, 29 April 2019.

A case that The Property Ombudsman was asked to review came from a buyer who stated that the agent misrepresented the property purchased as they failed to make them aware that concerns had been raised as to the type of cladding at the property, following the Grenfell fire. Central to this case was the fact that the same company was both managing the block, via their block management company, and instructed by the sellers of the flat for sale.

Surveyor Squabbles

Published on Monday, 29 April 2019.

A case that The Property Ombudsman was asked to review came from a buyer about two issues raised in the survey. The buyer instructed the surveyor to carry out the building survey report. Two issues were the subject of the complaint.


Published on Monday, 29 April 2019. Posted in Case Studies

A case that The Property Ombudsman was asked to review came from a seller who was facing commission fee claims from two agents.

This was a dual fee dispute, with the seller having paid a commission fee to the second Agent (Agent 2) for the sale of the property and later being pursued for a commission fee by the first Agent (Agent 1) which had not been paid.

Kevin Hollinrake, founder of Hunters estate agency and now Conservative MP, joins panel at TPO Conference

Published on Thursday, 21 March 2019. Posted in Press Releases

Kevin Hollinrake, former estate agent and now Conservative MP for Thirsk and Malton, has been announced as the final member of the ‘panel of experts’ due to participate in, what is likely to be, a lively panel debate at The Property Ombudsman Conference on 10th July 2019. 

 Kevin represents the constituency where he was born and brought up and now lives with his wife and four children. He was elected to Parliament in May 2015 and holds the position of Parliamentary Private Secretary to DEFRA Secretary of State, Michael Gove.  He serves on the Housing, Communities and Local Government Select Committee. 


TPO Issues Guidance to Agents on Dual Fees

Published on Wednesday, 13 March 2019. Posted in Press Releases

Disputes over Dual Fees, where two estate agents have been instructed and both are claiming a fee for selling a property, have always been a regular cause of complaint to The Property Ombudsman (TPO). In 2017, TPO received 32 cases relating to dual commission fees, in 2018 there were 72 cases and so far in 2019, TPO has already received 25 cases, highlighting this as a growing issue. Other industry representatives have also shared similar concerns. Following TPO’s latest Industry and Consumer Forum meetings on 27th February 2019, TPO has issued clear guidance to agents. Updated Codes of Practice, underpinning the guidance, will follow in due course.

National Trading Standards Estate Agency Team’s industry guidance on referral fees

Published on Wednesday, 06 March 2019. Posted in Press Releases

National Trading Standards has published new guidance on referral fees received by estate agents across the UK, which will make previously hidden fees open and transparent to consumers.

The new guidance was produced by the NTS Estate Agency Team with assistance from The Property Ombudsman, NAEA Propertymark, the Royal Institution of Chartered Surveyors, the Guild of Property Professionals and the Property Redress Scheme.

TPO Conference Line-up Announced

Published on Wednesday, 06 February 2019. Posted in Press Releases

The Property Ombudsman has announced the line-up of influential industry speakers in its annual conference, ‘Raising Standards’, taking place on 10 July 2019 at The National Conference Centre in Solihull.

TPO welcomes surveyors as members

Published on Wednesday, 16 January 2019. Posted in Press Releases

As of 1 January 2019, The Property Ombudsman (TPO) is approved by the RICS to provide Alternative Dispute Resolution (ADR) on all surveying services provided to consumers. This approval extends TPO’s current approval for residential agency (lettings, estate agency and property management), making TPO the only ADR provider approved for consumer-facing disputes for all surveying services.

Manchester based Estate and Letting agent expelled from The Property Ombudsman

Published on Wednesday, 31 October 2018. Posted in Press Releases

Buyers, sellers, tenants and landlords in Manchester are being warned that a local estate and letting agent, trading as Property Solutions GB and operating from its branch in Cheetham Hill, Manchester, has been expelled from The Property Ombudsman (TPO) scheme. In addition, the agent does not currently appear to have any professional memberships or any Rightmove or Zoopla accounts.

Letting agent in Middlesbrough expelled from The Property Ombudsman Scheme

Published on Thursday, 20 September 2018. Posted in Press Releases

A local letting agent in Middlesbrough, TeesSurveyors Lettings Ltd (TSL), has been expelled from The Property Ombudsman (TPO) scheme for failing to pay awards in two cases relating to non-payment and late payment of rent. The awards total £3,133.06. This means TSL is not registered with a redress scheme, which is a requirement of every sales and letting agent in order to trade legally*.

CTSI Urges Business to consider benefits of ADR

Published on Monday, 17 September 2018.

The Chartered Trading Standards Institute (CTSI) urges businesses to become a member of the Consumer Codes Approval Scheme (CCAS), which is key to strengthening consumer confidence and protection by adopting more effective methods such as Alternative Dispute Resolution (ADR).

Autumn Uplift for TPO with new systems, new members and a new Board structure

Published on Wednesday, 05 September 2018. Posted in Press Releases

The Property Ombudsman has been working on several key changes to both its Board and internal processes.  These are changes which were flagged at TPO’s Conference in June and in trade articles and in the Annual Report earlier this year. As membership numbers grow following Ombudsman Services’ decision to withdraw redress to consumers in the property sector, the changes will support greater efficiency and effectiveness for both consumers and agents.