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.
Complaint concerning repairs, rent and deposit
A case that The Property Ombudsman (TPO) was asked to review came from a landlord concerning repairs, rent and deposit.
Complaint over probate, tenure and communication
A case that The Property Ombudsman (TPO) was asked to review came from prospective buyers concerned with the performance of an estate agent they were attempting to purchase a property through. Issues included probate, tenure and communication.
Complaint concerning a precontract deposit
A case that The Property Ombudsman (TPO) was asked to review came from buyers concerned with a pre-contract deposit (a commitment fee). A pre-contact deposit of £1,000 was paid by the buyers to the agent upon acceptance of their offer.
Complaint concerning the agent’s survey and valuation service
As well as dealing with complaints about agency services, The Property Ombudsman (TPO) also deals with complaints concerning surveys provided by member businesses. In this case TPO was asked to review a dispute from buyers who were concerned with the agent’s surveyor’s survey and valuation service.