Horton and Clachers took up their new roles in February 2025 with an ambitious change programme that looked at streamlining the casework journey, achieving greater government outreach and developing a new website and customer forms.
Horton spent much of her career in legal regulatory roles at the Solicitors Regulation Authority and a global compliance role at a FTSE 100 company. She also sits on The Bar Standards Board and previously sat on the ethics and integrity panel of the Office of the Police and Crime Commissioner for Cumbria.
Clachers spent 17 years in leadership roles in financial services for both AXA and Standard Life in Asia before returning to his roots in Scotland as a regional managing director at Belvoir Group.
Claire Bassett, chair of The Property Ombudsman, said: “The board have been impressed by the significant improvement made within the organisation in recent months.
“Together with increased external presence at conferences and meetings with key stakeholders and members, the positive impact is encouraging as TPO continues improving its customer journey.”
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