The Property Ombudsman

An Introduction to Compliance Surveys

As a feature of Trading Standards Institutes’ approval of our Codes of Practice, all of our member agents should complete a compliance survey every 3-5 years.  This is a new requirement that was introduced in November 2014 and replaces the previous Referenceline Consumer Feedback scheme.

In order to provide a high standard of service to the consumer we survey all members to ensure that they are compliant to both the sales and/or lettings codes of practice.  By doing this we ensure that we as a redress scheme can maintain our approval with Trading Standards and thereby offering added value to you as a member of our scheme.

Some of the keys areas we look at are Sales and Lettings Agreements, internal complaint procedure, use of clients account, professional indemnity insurance, vulnerable consumer training, correct TPO literature within the branch etc.  On receipt of evidence received from an agent we will report back to with any areas that we feel could be improved and give guidance if needed.

Please click here for a compliance checklist.  If you require any further guidance please email Kathryn and Tanja in our Compliance Team.

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