b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2018Protecting Consumers:TPO Consumer & Industry ForumsTPO speaks with one voice when it comes to raising standards. As part of its review of governance, the Board decided to create a more external facing, open and transparent way of raising and discussing issues which are either giving rise to consumer detriment, or have the potential to do so in the future. The result is that TPO has established Consumer and Industry Forums to work side by side to discuss, analyse and recommend steps to reduce problemareas for consumers and clarify standards of practice.In just two meetings we have made early progress. Here are two of the issues raised:Weekly vs Monthly Rent Dual Commission Fees Mark McLaren, Chair of the Consumer Forum,Michael Stoop, Chair of the Industry Forum, has been took up the issue raised by Westminster Tradingspearheading the need for consumers to be protected Standards of the potential forfrom the risk of being charged tenants to be misled by renttwo commission fees when being advertised per week.they sell their property. The In most cases rent is payablesituation can occur when one per calendar month, however,agent conducts viewings and when advertised weeklyis then dis-instructed. Where consumers would naturallythe seller instructs a second multiply the weekly rent byagent who receives an offer four, which would inevitablyfrom a viewer who previously lead to a shortfall betweenviewed with the first agent, Mark McLaren,what they thought was dueMichael Stoop,the seller could be faced with Chair of the ConsumerChair of the Industrybeing liable to pay commission Forum and what was actually due.ForumPrimary Authority Assuredfees to both agents claiming to Advice*, applicable to all TPO member agents, wasbe the effective cause of the introduction. The Industry obtained from Warwickshire County Council whichForum supported TPOs long held view that no seller clarified that any advertisement displaying a property should unknowingly be placed in such a position and for rent should include all relevant material informationagreed to work with TPO to find a solution. As a result, to enable a potential tenant to make an informedthe TPO Code of Practice for estate agents will become decision. This means that while rent can be advertisedmore explicit to prevent agents placing sellers at risk weekly, where rent is due monthly, the monthly amountand guidance for both consumers and agents will be should also be stated in adverts. The assured adviceproduced to assist in avoiding the scenarios under which (number 24) can be found on TPOs website here. two commission fees could become due.*Primary Authority Advice is assured, which means Both Forums meet consecutively on the same day, that provided TPO agents abide by the advice given, three times a year and have an informal and voluntary they are protected against the risk of enforcement membership base. Technical and administrative support action from authorities that have different views on is provided by Peter Habert and Amber Pemberton, what constitutes compliance. respectively TPOs Director of Policy and Policy Researcher, who can be contacted regarding suggested agenda issues and Forum membership requests. Please contact: [email protected]'