- 39,285 people provided with advice and guidance in 2020 (up 29% on 2019)

- Online portal played significant role, helping nearly half of all consumers contacting TPO (17,359)

- 5,707 disputes resolved (up 12% on 2019)

- £1.9 million in awards
- 99% compliance with Ombudsman decisions

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.

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

Buyers, sellers, tenants and landlords in Stoke on Trent, Staffordshire, are being warned that a local estate and letting agent, SSM2 Limited (formerly Samuel Makepeace Limited), at the time trading as Samuel Makepeace Bespoke Estate Agents, has been expelled from The Property Ombudsman (TPO) scheme for owing a buyer £5,000. The Property Ombudsman has been made aware that the trading name has since been purchased by another individual and would like to make it clear that this press release does not pertain to the legal entity Samuel Makepeace Milton Limited (t/a Samuel Makepeace Bespoke Estate Agents).

Eight estate and letting agents have been expelled from membership of The Property Ombudsman (TPO) after failing to comply with parts of the TPO Codes of Practice*. All of the agents have ceased trading, five are in liquidation and all have been referred to Trading Standards.

Buyers, sellers, tenants and landlords in Cleckheaton, West Yorkshire, are being warned that a local estate and letting agent, Barrington & Blake Estates Limited, has been expelled from The Property Ombudsman (TPO) scheme and is going through liquidation.

Buyers, sellers, tenants and landlords in Tonbridge, Kent, are being warned that a local estate and letting agent, The Olive Branch Estate Limited (trading as The Olive Branch), has been expelled from The Property Ombudsman (TPO) scheme owing a tenant £1,400. This means that the agent can no longer legally trade until the outstanding award is paid, although appears to have ceased trading. 

Buyers, sellers, tenants and landlords in Morpeth, Northumberland, are being warned that a local estate and letting agent, Sam Allan Estates Ltd (trading as Sam Allan Estates), has been expelled from The Property Ombudsman and is now in liquidation.

Buyers, sellers, tenants and landlords in Crystal Palace are being warned that a local estate and letting agent, Ronald Davis & Co Ltd (trading as Davis & Co Ltd), has been expelled from The Property Ombudsman and is now in liquidation.

Buyers, sellers, tenants and landlords in Barkingside, Ilford, are being warned that a local estate and letting agent, Residential Asset Management Limited (trading as RAM), has been expelled from The Property Ombudsman (TPO) scheme owing a tenant £2,830. This means that the agent can no longer legally trade until the outstanding award is paid.