Annual Review

The Property Ombudsman received a record number of enquiries with 57,635 people seeking support with their property and housing related issues in 2023.

A 240% rise since 2013 highlights the growing demand for the service and new customer service channels including 24/7 webchat and an online self-service tool.

2024 marks the service’s 35th year of operations. It has grown from its estate agent roots to provide redress for lettings, residential leasehold management and a wide of range of property professions.

With a total of £1.52 million awarded to consumers and 83 per cent of accepted cases found in favour of the consumer, the service continues to demonstrate its independence and promote trust and confidence in its decisions and its Trading Standards approved Codes of Practice.

The Property Ombudsman, Rebecca Marsh, said: “We offer much more than dispute resolution, our expert teams provide guidance to resolve consumer issues before they escalate to complaints, saving consumers and businesses time and money.

“We also work with businesses to drive best practice through our Codes of Practice which have become the gold standard for the industry.

“The 99 per cent compliance with our decisions shows the industry wants to deliver high-quality service and offer redress where they fall short.”

AR2023 3