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The latest updates about our service, policy developments and insight reports to promote best practice and prevent complaints.
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Showing 1–9 of 210 results • Page 1 of 24

Sales

Ombudsman welcomes new guidance on material information

617 consumers raised complaints during home sales in 2024

07 Oct 2025
A model of house and a gavel resting on a bound black book with gold leafed pages

Corporate

Businesses expelled for failing to pay more than £11,600 to consumers

Two letting agents have been expelled from The Property Ombudsman after failing to transfer rental payments received from tenants.

16 Sep 2025
Professional headshots of Carlos Thibaut, Jennifer Ryans and Zahir Mamujee

Corporate

Three directors join the Board

The Property Ombudsman has appointed three Non-Executive Directors to its Board.

09 Sep 2025
A smiling image Gerry Fitzjohn wearing a dark suit, white shirt and maroon tie.

Corporate

Gerry Fitzjohn

It is with great sadness we learn of the passing of our former Board Chair, Gerry Fitzjohn.

29 Aug 2025

Corporate

New website to drive best practice

The Property Ombudsman has published its new-look website to help drive best practice in the industry and prevent issues escalating into complaints.

21 Aug 2025
Lesley Horton and Andy Clachers

Corporate

Ombudsman and CEO confirmed in roles

Lesley Horton has been appointed as The Property Ombudsman and Andy Clachers as CEO of the organisation after interim spells in the roles.

01 Jul 2025

Lettings

Five businesses expelled by The Property Ombudsman

Three estate agents and two letting agents have been expelled from The Property Ombudsman for failing to pay compensation awards to consumers.

16 Jun 2025

Lettings

Record number of contacts for The Property Ombudsman

The Property Ombudsman received a record number of contacts in 2024, with more than 73,000 consumers seeking support with property-related issues.

21 May 2025

Corporate

Claire Bassett appointed Chair of the Board

She will succeed Baroness Warwick of Undercliffe at the end of her eight-year term on 30 April.

23 Apr 2025

Case studies

Facades of coastal houses against rocky hills and cloudy blue sky

Sales

Seller refused contact by estate agent for 10 months

Aaron chose an online estate agent to help sell his home, but struggled to access the online system or communicate with the agent whilst the marketing and sales process was underway, despite contacting the agent several times.

10 Nov 2025
Exterior Of Victorian Terraced Houses

Sales

Survey report misinformation leads to buyer dispute

After moving into his newly purchased home, Ahmed found that all the windows were single-glazed despite the building survey stating they were double-glazed.

10 Nov 2025
Energy efficiency mobile app on screen

Sales

Missing Energy Performance Certificate causes auction dispute

Ellen decided to sell her property through auction. She claimed that the Auctioneer agreed to arrange the EPC on her behalf, but this was not completed.

09 Sep 2025
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Several blocks of flats overlooking a canal with the reflection of the buildings in the water

Annual Review
A concrete block of flats with a blue sky and white clouds in the background.

Block and Estate Management
A close-up image of a gavel and a person's hands resting on a table with documents, a clipboard and some scales implying a decision is being made.

Codes of Practice
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Mould, Damp and Condensation