May 2022 Newsletter - What you need to know...

Published on Monday, 30 May 2022. Posted in Media Articles


Welcome to The Property Ombudsman newsletter. It has been an extremely busy time at TPO with lots of change expected in the coming months. My primary focus is on improving our service to give you, our members, the most efficient and informative experience possible. Whilst all agents wish to avoid dealing with TPO as a result of a complaint, we want to reassure you that we are also here to help and support. Our revised Terms of Reference coupled with our Complaint Handling Toolkits are the start of a suite of tools we will be developing to help our members deal with disputes should they arise. We hope you find the information in this newsletter useful and if there is something you would like to know more about or see more of, please let us know by dropping a line to This email address is being protected from spambots. You need JavaScript enabled to view it.

The Property Ombudsman

What you need to know...

Changes to Terms of Reference

The Property Ombudsman’s Terms of Reference are changing from 1 June to help resolve complaints earlier, reduce waiting times and deal effectively with parties who do not engage with the resolution process.


Complaint Handling Toolkits

In consultation with members of our Industry Forum, our Complaint Handling Toolkits have been updated...


TPO Appoints New Deputy

The Property Ombudsman has appointed a new Deputy Ombudsman, Lesley Horton, who will work alongside Property Ombudsman, Rebecca Marsh.


Renting Homes (Wales) Act

The Renting Homes Act is the biggest change to housing law in Wales for decades.

From 15 July 2022 the Renting Homes (Wales) Act 2016 will change the way all landlords in Wales rent their properties. It will improve how people rent, manage, and live in rented homes in Wales.