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.
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
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.
In the first quarter of 2023, eight agents were excluded from The Property Ombudsman (TPO) for failing to pay a compensatory awards following complaints from consumers.
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.
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?
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.
- 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%
Between July and September 2022 (inclusive), five agents were excluded from The Property Ombudsman (TPO) for failing to pay a compensatory award.
NAPSA & TPO are joining forces, what will this mean for the UK Property Sourcing Sector?
Between April and June 2022 (inclusive), six agents were excluded from The Property Ombudsman (TPO) for failing to pay a compensatory award.
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.
Between October and December 2021 (inclusive), two agents were excluded from The Property Ombudsman (TPO) for failing to pay compensatory awards.
Between July and September (inclusive), six agents were excluded from The Property Ombudsman (TPO) for failing to pay compensatory awards.
- 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.
