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Lettings disputes 60% of property Ombudsman’s caseload

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  • 15/04/2014
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Lettings disputes 60% of property Ombudsman’s caseload
Complaints from either landlords or tenants constituted almost two-thirds of The Property Ombudsman's workload last year.

Regulatory changes last year including the Enterprise and Regulatory Reform Act receiving Royal Assent, made it a legal requirement for all letting agents to register with a redress scheme.

In its annual report, Property Ombudsman Christopher Hamer said: “With 10,000 letting agents already voluntarily registered with TPO by the end of 2013, 60% of the cases I reviewed resulted from landlord and tenant complaints, and I expect we will see even more in 2014 in light of the changes.”

The report also reveals a substantial increase in the number of consumer enquiries and complaints against both sales and lettings agents, with 16,000 enquiries received in 2013, a 25% increase on the previous year.

Estate agents received 6,815 separate enquiries or complaints, half of which related to service issues. Lettings agents got 13,877, again, half of which related to service issues.

The number of new cases referred to the Ombudsman has increased by 151% since he came into post seven years ago.

The number of new agents registering with TPO during 2013 grew 13%, with 25,988 sales and lettings offices now offering TPO’s dispute resolution services.

Hamer added: “With new enquiries now at record levels, it is a testament to the hard work and dedication of all the team that we’ve been able to help more consumers and agents than ever before while also expanding the scheme’s jurisdiction to welcome new buying agents, auction houses, international, commercial and residential leasehold management agents.”

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