Latest News

Welcome to the news section of our website

Our recent newsletters are listed below or you can click on a category to browse through articles we have published

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TPO Q1 Case Summary Newsletter 

In order to help agents better understand how the Ombudsman comes to decisions over complaints, we are issuing a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.

If there are any specific topics you would like us to cover, please email and we will endeavour to cover these in future examples. 

Quarterly Case Summaries 

We would like to start by wishing you a very happy New Year. In order to help agents better understand how the Ombudsman comes to decisions over complaints, we will be issuing a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.

If there are any specific topics you would like us to cover, please email and we will endeavour to cover these in future examples. 

TPO June Newsletter


Welcome to The Property Ombudsman newsletter. It has been an extremely busy time at TPO with lots of change expected in the coming months. My primary focus is on improving our service to give you, our members, the most efficient and informative experience possible. Whilst all agents wish to avoid dealing with TPO as a result of a complaint, we want to reassure you that we are also here to help and support. Our revised Terms of Reference coupled with our Complaint Handling Toolkits are the start of a suite of tools we will be developing to help our members deal with disputes should they arise. We hope you find the information in this newsletter useful and if there is something you would like to know more about or see more of, please let us know by dropping a line to

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TPO Annual Report 2020 - Out Now

The Property Ombudsman has released its 2020 Annual Report. Below you will find full details, including statistical highlights, case studies, comment from Property Ombudsman Rebecca Marsh, and links to the full report. 

The Property Ombudsman Newsletter 

Dear Members,
First of all may we start by wishing you a
Below, you will find our first update of 2021 which includes; issues raised at our industry and consumer forums, concerns over unlawful Rent to Rent agreements, and an update on what the latest Covid-19 restrictions mean for you.
Finally, if you haven't seen it already, take a look at our Complaint Handling Toolkits

TPO June Newsletter 

Following a challenging few months in which every organisation closed their doors to ensure the welfare of their employees, it would appear businesses are slowly re-opening and adapting to the new 'normal'.

At TPO, we have been working hard to ensure our service remains accessible to agents and consumers during this difficult time and we will continue to respond to any future issues which may arise as a result of Covid-19.

In case you have missed any important announcements, here is a re-cap on those you may have missed and changes which may impact your business:- 

The Property Ombudsman Newsletter

Dear Member, 

Below is an update on some recent information we have shared on our website, social channels and email.
We have brought together Government and Professional Association advice on COVID-19 to put the information most relevant to you in one place.
Pre COVID-19 Assured Advice is available on our website, as well as online training for those looking to gain Continuing Professional Development (CPD) points.
Finally, a brief reminder that our annual conference has been postponed until 2021, but in its place this year, we will be running a webinar with Rightmove.

December Newsletter - Merry Christmas from TPO

Welcome to our final newsletter of 2019. It has been quite a year for the property sector, with a whole host of legislative change.  We would like to take this opportunity to thank you for all your hard work and cooperation and we hope we can continue to support you in your journey to success by providing the tools you need to be compliant in our ever-changing industry.

The Property Ombudsman June Newsletter 

Dear Member, 

We've had a very busy couple of months with the release of our Annual Report, the launch of NEW Codes of Practice, and our upcoming Conference, some of which you will already have read about. 
With just 6 weeks to go, if you haven't booked your tickets for our National Conference on 10th July, you can do so by clicking here.

For more news, read on....

March TPO Member Newsletter 

Dear Member, 
Welcome to our March newsletter. You will, by now, have seen lots of information about our upcoming conference on 10th July 2019, but we're pleased to confirm that we also now have Kevin Hollinrake MP joining our expert panel. 
You will also find useful information on Money Shield, which has secured government approval as a CMP scheme, our latest guidance on Dual Fees and NTSEAT's latest guidance on Referral Fees. 

TPO February Member Newsletter: 3 weeks left to BOOK your early-bird conference tickets

Welcome to our February Member Newsletter. Plans for our annual conference are well underway and below you will find details of the packed line-up, what the day will entail and how you can book tickets. Every month we will also be running a profile on each of our speakers.
We're starting this month with professional speaker, consultant, trainer and author of ‘Modern Zombie Slayer’, Nick Looby.  

December Newsletter

Welcome to our final newsletter of 2018. We're pleased to say that tickets for the TPO Conference 2019 are now available to purchase at a special Early Bird Rate for a limited time only. This year, £5 from the sale of every ticket will also go to Agents Giving, the charity for the the property industry. 

We'd also like to update you on our latest industry and consumer fora meetings, remind you of the importance of displaying your TPO membership and your fees, as well as the latest from The Competition and Markets Authority on business Cartels.

TPO Member News - March 2018

Welcome to the TPO Member Newsletter. In this issue, find out who will be speaking at this year's conference, see the conference programme, learn about our new CPR training module exclusively for TPO members and read about the latest scams targeting agents and homeowners...

Member news


TPO Member News (March)

Read the latest news from the Housing Minister and TPO's national letting fees campaign, which will be targeting two new locations over the coming weeks. This edition also highlights CTSI's national campaign to help more consumers find reputable firms and an interview with TPO's DSC Chair to highlight how her role is helping the scheme raise standards in the industry.

TPO Member News - New Agent Portal Announced


This festive edition includes an important announcement about TPO's new Agent Portal that will transform the way we review the complaints and communicate with member agents. May we take this opportunity to wish you and your families a very merry Christmas and a happy New Year from everyone at The Property Ombudsman scheme. 

September edition


Welcome to the September edition of TPO's member newsletter which features an important reminder about the legal requirement for letting agents to display their fees, links to TPO's updated Codes of Practice which will be enforced from 1st October 2016 and an overview of the speakers and agent workshops at next month's TPO Conference.  

TPO Member News - July *Special Announcement*


Fantastic news! Tickets for TPO’s 2016 Conference are now available! This edition features the latest news concerning the Conference and includes some important industry best practice.  

TPO Member news - April 2016


This edition throws the spotlight on several compliance issues and the legal requirements for agents to display their redress membership, lettings fees, and disclose whether they have CMP.

We’ve also included an 'Open Letter' from the CMA which featured in the news last week in case anyone missed it – a must-read for members. Please read, share and brief your colleagues accordingly.

Festive news, a New Year's Resolution not to miss & a fond farewell from the Chairman


Season's greetings! We hope you’ve received our Christmas card & window sticker to ensure all agents are compliant with the new ADR Regulations. This festive edition gives members more information on the regulations, including a special checklist & some best practice to adopt in your branch. 

There’s also a farewell message from Bill McClintock, who leaves his role as Chairman in the New Year.

On behalf of everyone at TPO, I’d like to wish you all a Merry Christmas and a Happy New Year.

Best wishes, Gerry Fitzjohn, TPO Vice Chairman


The Property Ombudsman Members Update September 2015


Please find some information regarding recent updates to legislation and TPO membership procedures.

Dont miss out on our conference 'Raise your Standards' which is to be held at The National Motorcycle Museum on 14 October 2015. Please visit the website to purchase tickets:

The Property Ombudsman May Newsletter



TPO member news: TSI approval, new Zoopla tool for members & Home Office update


This edition is a great opportunity for us to celebrate some exciting news for our members with TSI approving a second Code of Practice, which enables every TPO letting agent to use their new TSI 'approved trader' status  to assure consumers that they operate the highest service standards. We've also got some fantastic news for all TPO members following the launch of a new tool on Zoopla. This edition also includes an important announcement from the Home Office and some best practice on final viewpoint letters.

Gerry Fitzjohn, Vice Chairman of The Property Ombudsman Limited.

TPO member news: Consumer Contracts Regs, updated TPO Codes & lettings redress


This edition has a special focus on regulation to reflect the new Consumer Contracts Regulations 2013 (CCRs) that come into force this month. New regulations such as these and many other primary and secondary legislation changes are reflected in TPO's new Codes of Practice for Sales and Lettings, which have been updated to include the latest industry best practice. Please scroll down to find out more about the new Codes and TPO's government approval to provide a lettings redress service.

Gerry Fitzjohn, Vice Chairman, TPO Board.

TPO Member News (Edition 2)

This edition highlights some important compliance matters to take note of and includes a special invite for TPO members to join the Ombudsman at a series of industry events taking place across the UK. Please also make sure you update your records with TPO's new dedicated telephone number for all Membership enquiries - the number was launched today and is 01722 335458. Gerry Fitzjohn, Vice Chairman, TPO Board.

TPO Member News (Ed 1, Jan 2014)

Welcome to very first edition of our new-look monthly e-newsletter for TPO members, which includes the latest industry news and TPO scheme updates. This edition features important information relating to a new audit being carried out on TPO agents by the Trading Standards Institute - a must read for all sales agents. Gerry Fitzjohn, Vice Chairman, TPO Board.

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