"The 99 per cent compliance with our decisions shows the industry wants to deliver high-quality service and offer redress where they fall short"
- Rebecca Marsh - TPO
The Property Ombudsman scheme is the largest approved redress scheme for the private property sector with 37,397 members operating from 19,359 offices and branches across the UK. It is also the only approved Ombudsman working in the private rented sector.
2024 marks the service’s 35th year of operations. It has grown from its estate agent roots to provide redress for lettings, residential leasehold management and a wide of range of property professions.
It was a record for the TPO in 2023 with 57,635 consumers seeking assistance:
- 62% of lettings enquiries came from tenants
- £1.52 million awarded to consumers in 2023
- 5,644 disputes accepted for investigation (an increase of 46% from 2022)
- 83% of cases resolved by formal decision were found in favour of the consumer.
- 47% of disputes accepted were resolved through early resolution
A 240% rise since 2013 highlights the growing demand for the service and new customer service channels including 24/7 webchat and an online self-service tool.
With a total of £1.52 million awarded to consumers and 83% of accepted cases found in favour of the consumer, the service continues to demonstrate its independence and promote trust and confidence in its decisions and its Trading Standards-approved Codes of Practice.
Consumers are increasingly demanding justice and becoming aware of the options available to them when unable to resolve a dispute with a property business. The consumer enquiry function is an important support for those who may struggle otherwise to access help for their property and housing-related issues with multiple redress schemes serving both new, public and private properties.
Within private lettings, there was a high level of enquiries and disputes relating to repairs and maintenance with 62 per cent of lettings enquiries coming from tenants. A total of £626,383 was awarded in lettings cases. The total awarded to consumers in 2023 represents a 175% increase since 2013.
The Property Ombudsman, Rebecca Marsh (pictured), said: “We offer much more than dispute resolution, our expert teams provide guidance to resolve consumer issues before they escalate to complaints, saving consumers and businesses time and money.
“We also work with businesses to drive best practice through our Codes of Practice which have become the gold standard for the industry.
“The 99 per cent compliance with our decisions shows the industry wants to deliver high-quality service and offer redress where they fall short.”
