Annual Report

Property Ombudsman reveals latest figures concerning property complaints and consumer awards

The Property Ombudsman (TPO) has released its 2018 annual report reflecting ever-increasing consumer demand for the service.

The report reveals TPO received a record number of enquiries in 2018 (29,023), up 22% on 2017.  Of these, 4,246 went on to be formal complaints, which also rose significantly year on year by 16%. 

The Ombudsman supported 2782 complaints, of which 2381 required a financial award to be paid.  For the first time, compensatory awards paid by agents to consumers reached in excess of £2million (£2.17m), a total which has more than doubled since 2016.

Other details in the report provide a breakdown of complaints received relating to sales, lettings, residential leasehold management and other jurisdictions, average award amounts, the most common causes of complaints and eight example case summaries of complaints received last year, along with the outcome.


Download Annual Report 2018


Previous Years' Reports