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.
A case that The Property Ombudsman (TPO) was asked to review came from a landlord against a letting agent concerning the nature of the deposit taken for a tenancy. The landlord said that he instructed the letting agent to take a traditional cash deposit from the tenant, and that he signed the Tenancy Agreement which contained this information.
A case that The Property Ombudsman (TPO) was asked to review came from tenants against a letting agent concerning their service in relation to the condition of the property at the start of the tenancy.
A case that The Property Ombudsman (TPO) was asked to review came from a prospective buyer against an estate agent in relation to the proposed purchase of a flat. The buyer believed that the agent should have disclosed that a sales transaction had previously fallen through due to the absence of an EWS1 certificate.
A case that The Property Ombudsman (TPO) was asked to review came from a leaseholder against a management company in connection with the performance in relation to a number of issues relating to the management of the development.