MEMBER NEWSLETTER: SPRING 2024

Welcome to the Spring 2024 edition of our Member Newsletter. In this issue, we present the highlights from our Annual Review, detailing the surge in enquiries and our expanding service channels. We emphasise the importance of clear complaint process signposting for quicker dispute resolutions and announce the expulsion of a business in Kent for non-compliance. Additionally, we share recent case studies, introduce our new Account Manager James Frensham, and provide updates on the Welsh Government’s evaluation of Rent Smart Wales. Thank you for your continued support and engagement.

Annual Review

TPO News

The Property Ombudsman received a record number of enquiries with 57,635 people seeking support regarding a property transaction in 2023.

The annual total represents a 240% rise since 2013, highlighting our growing remit and new customer service channels including webchat and an online self-service tool.

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

Our Annual Review

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A Business Expelled from TPO

TPO News

A business based in Kent, has been expelled from The Property Ombudsman (TPO) following their failure to comply with an adjudicated award totalling £3,100.

This expulsion comes as a result of the company's negligence in resolving a complaint filed by a landlord, where several breaches of best practice were identified.

Latest Expulsion

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Signpost your Complaint Process

TPO News

We often find consumers are unaware of your complaints process and they contact us before they’ve worked through all the steps to resolve an issue or a dispute.

Our Compliance team conducts regular checks on member websites to ensure you’re clearly signposting your complaints process, your contact details and ours if the dispute remains unresolved.

Complaints where a Final Viewpoint Letter has been issued and where attempts have been made to resolve a dispute can often lead to a speedier resolution of the complaint if it reaches us.

Complaint Handling Toolkits

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From our casework

TPO News

Recent case studies include:

A dispute between a landlord and a letting agent

A case involving a seller facing commission fees

Leaseholders challenging legal fee charges

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Rent Smart Wales

TPO News

The Welsh Government is currently undertaking an evaluation of Rent Smart Wales. As part of wider stakeholder engagement, surveys for key groups are being conducted. The survey aims to capture the experience of landlords and agents in the private rented sector (PRS).

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Account Manager

TPO News

James Frensham has been appointed Account Manager to liaise with larger corporate members. His aim is to help them to get maximum value from their membership and to develop and maintain strong long-term relationships, using the learning from these relationships to benefit the entire membership cohort.

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