The Property Ombudsman (TPO)

The Property Ombudsman (TPO) is an independent, government-approved redress scheme that all letting agents in England must join to legally operate (alternative: Property Redress Scheme). TPO handles complaints about agent service quality, misrepresentation, fee disputes, and procedural failures, with compensation awards up to GBP25,000. Failure to join a redress scheme carries fines up to GBP5,000; agents must display membership details publicly.

Legal Requirement

Under the Enterprise and Regulatory Reform Act 2013:

• All letting agents must join an approved redress scheme
• Membership must be displayed
• Failure to join can result in fines up to £5,000

What TPO Handles

TPO investigates complaints about:

• Poor service from agents
• Misrepresentation
• Failure to follow procedures
• Communication issues
• Fees and charges disputes
• Contract issues

TPO does not handle:

• Disputes about rent amounts
• Property condition issues (landlord matter)
• Deposit disputes (use deposit scheme ADR)
• Matters already in court

The Complaints Process

1. Complain to agent first

• Allow 8 weeks for resolution
• Use agent's internal complaints procedure

2. Escalate to TPO

• If unresolved or unhappy with response
• Submit complaint within 12 months
• Provide evidence and correspondence

3. TPO investigates

• Reviews evidence from both parties
• Applies Code of Practice
• Issues decision

4. Resolution

• Agent may be required to apologise
• Compensation up to £25,000
• Required to take specific action

TPO Code of Practice

Members must follow the TPO Code, which covers:

• Marketing standards
• Viewing procedures
• Tenancy management
• Money handling
• Communication standards
• Complaints handling

For Letting Agents

TPO membership requirements:

• Pay annual subscription
• Display membership details
• Follow Code of Practice
• Respond to complaints promptly
• Comply with TPO decisions
• Maintain professional standards