The Property Ombudsman Strengthens its Independent Board

Published on Friday, 20 October 2023. Posted in Press Releases

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.

Quarterly Case Summaries - Q3 2023

Published on Friday, 13 October 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. with CASE SUMMARY TOPIC in the subject, and we will endeavour to cover these in future examples

Consumer enquiries brought to The Property Ombudsman remained high in 2022

Published on Wednesday, 02 August 2023. Posted in Press Releases

  • Consumer enquiries to The Property Ombudsman in 2022 remained high at just under 45,000

  • Issues dealt with at enquiry stage, reducing the need for formal complaints to be raised against TPO members, comprised:
    • Just under 14,000 issues from tenants and landlords about their letting agent
    • Over 5,500 buyer and seller issues relating to their estate agent
    • Over 3,000 leaseholder issues about their managing agent

  • Over 1,500 tenant issues about their landlord where no agent was involved were dealt with at the enquiry stage, with tenants being provided with advice and guidance to help them resolve their issues. 
  • Just under 17,000 further consumers provided with advice and guidance through TPO’s self-service portal. 
  • 6,012 disputes resolved through early resolution or formal ombudsman decision 
  • TPO member compliance with Ombudsman decisions remained extremely high at 98.4%

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.

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%

The Property Ombudsman appoints new Deputy

Published on Wednesday, 20 April 2022. Posted in Press Releases

The Property Ombudsman (TPO) scheme, which offers an independent and impartial dispute resolution service to consumers who have been unable to resolve their disputes with a registered property business, has appointed a new Deputy Ombudsman, Lesley Horton, who will work alongside Property Ombudsman, Rebecca Marsh.

Estate agent in Wales excluded from The Property Ombudsman for non-payment of award

Published on Wednesday, 14 April 2021. Posted in Press Releases

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.

Estate agent in Slough excluded from The Property Ombudsman for non-payment of award

Published on Wednesday, 14 April 2021. Posted in Press Releases

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.

Estate agent in Leicester excluded from The Property Ombudsman for non-payment of award

Published on Wednesday, 14 April 2021. Posted in Press Releases

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.