The Property Ombudsman has reported a significant surge in complaints, notably targeting lettings agents. TPO stands as one of the two formal redress systems; every letting agent is required to join either this or its counterpart, the Property Redress Scheme.
Recently disclosed in TPO’s yearly summary, complaints from home movers, tenants, and landlords concerning lettings, sales, and management agents surpassed 45,000 in 2022, a rise from 39,250 in the prior year.
The figure for 2022 encompasses around 14,000 complaints from tenants or landlords regarding letting agents; 5,500 concerns from buyers and sellers about estate agents; and in excess of 3,000 grievances from leaseholders about management agents.
Additionally, over 1,500 tenant-related concerns involving landlords without an agent’s mediation were recorded. While TPO isn’t directly accountable for addressing landlord issues, their team did offer counsel and direction to those raising concerns.
Leading reasons for disputes in lettings included Tenancy Management, followed by Complaints Handling, and then matters related to Instructions, Business Terms, Fees, Charges, and Termination.
In its report, TPO emphasises an important alert, noting that the significant number of queries and conflicts regarding repair and maintenance (falling under tenancy management) highlights the imperative to enhance the quality of privately rented properties.
TPO further mentions its commitment to aiding consumers in settling grievances promptly, thus reducing the necessity for in-depth probes. In 2022 alone, they offered counsel and advice to approximately 44,492 individuals.
The entity elaborates, “Prioritising consumer education and delivering bespoke advice tailored to unique circumstances, combined with modifications to the Scheme’s guidelines, allowed TPO to assist a larger number of consumers in resolving disputes without resorting to formal complaints to their agent or TPO.”
Out of the total cases, financial compensation or an award was provided in 3,206 instances. A mere 33 unresolved awards led to 22 agents being removed from the programme.
The Property Ombudsman has reported a significant surge in complaints, notably targeting lettings agents.
TPO stands as one of the two formal redress systems; every letting agent is required to join either this or its counterpart, the Property Redress Scheme.
Recently disclosed in TPO’s yearly summary, complaints from home movers, tenants, and landlords concerning lettings, sales, and management agents surpassed 45,000 in 2022, a rise from 39,250 in the prior year.
The figure for 2022 encompasses around 14,000 complaints from tenants or landlords regarding letting agents; 5,500 concerns from buyers and sellers about estate agents; and in excess of 3,000 grievances from leaseholders about management agents.
Additionally, over 1,500 tenant-related concerns involving landlords without an agent’s mediation were recorded. While TPO isn’t directly accountable for addressing landlord issues, their team did offer counsel and direction to those raising concerns.
Leading reasons for disputes in lettings included Tenancy Management, followed by Complaints Handling, and then matters related to Instructions, Business Terms, Fees, Charges, and Termination.
In its report, TPO emphasises an important alert, noting that the significant number of queries and conflicts regarding repair and maintenance (falling under tenancy management) highlights the imperative to enhance the quality of privately rented properties.
TPO further mentions its commitment to aiding consumers in settling grievances promptly, thus reducing the necessity for in-depth probes. In 2022 alone, they offered counsel and advice to approximately 44,492 individuals.
The entity elaborates, “Prioritising consumer education and delivering bespoke advice tailored to unique circumstances, combined with modifications to the Scheme’s guidelines, allowed TPO to assist a larger number of consumers in resolving disputes without resorting to formal complaints to their agent or TPO.”
Out of the total cases, financial compensation or an award was provided in 3,206 instances. A mere 33 unresolved awards led to 22 agents being removed from the programme.
The recent disclosures from the Property Ombudsman highlight the changing dynamics of the housing industry and the immediate requirement for greater clarity and responsibility. As tenants and property owners become increasingly outspoken about their issues and entitlements, there is a growing expectation for agencies and property owners to uphold the utmost service standards and professionalism. For anyone considering a venture into the lettings or estate domain, these figures serve as a crucial insight. Beyond mastering the nuances of property oversight, establishing a trusted and dependable reputation is essential. As the sector expands and diversifies, success will favour those who consistently put their clients’ contentment and welfare at the forefront.
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