The property market can be a complex and stressful industry for both consumers and agents, which can sometimes lead to disputes arising. The role of the Property Ombudsman is crucial in navigating these challenges, so let’s take a look at what it is, its purpose, and how you can raise a complaint.
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What is the Property Ombudsman?
The Property Ombudsman is an independent and impartial organisation that was established to resolve disputes with letting agents, estate agents, and other types of property professionals. It also offers tenants, landlords, buyers, and sellers useful advice and guidance.
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What is the purpose of the Property Ombudsman?
The primary purpose of the Property Ombudsman is to protect consumers from unfair practices and maintain trust in the property sector. It provides a platform where complaints can be heard and resolved without the hassle of legal proceedings.
All estate and letting agents must be registered with either the Property Ombudsman or the Property Redress Scheme, as these are the only two approved dispute resolution schemes.
What does the Property Ombudsman do?
The Property Ombudsman acts as a mediator between consumers and agents to cover a range of issues, including:
- Property purchases and sales
- Letting and property management
- Leasehold management
- Valuations and surveys
It sets out the codes of practice that members must follow to ensure they conduct themselves professionally and transparently.
It also provides guidance to consumers on how to proceed with complaints and what to expect during the resolution process. For agents and professionals, it offers training and resources to help them comply with the required standards.
Additionally, the Property Ombudsman helps to educate the public and the industry by promoting awareness of consumer rights and the importance of high service standards to try and prevent disputes from arising in the first place.
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When can you apply to the Property Ombudsman?
Before applying to the Property Ombudsman, you must file a complaint with the agent or professional to give them a chance to resolve the dispute.
The agent or professional will then investigate the matter and provide a written response within 15 working days, in line with the Property Ombudsman code of practice.
If the dispute is not resolved, you can then complain to the Property Ombudsman.
How to apply to the Property Ombudsman
Within 12 months of receiving the written response, you will need to complete a complaint form and provide any evidence that may be required.
After receiving your complaint, the Property Ombudsman will try to get back to you in 14 days. During that time, they will review your supporting documentation and assess your case to decide whether or not to support your complaint.
If they do, they will contact the agent or professional, who then has 14 days to accept or appeal the proposal. You will then have 28 days to accept or reject the Property Ombudsman’s proposal.
In the event that the Property Ombudsman rejects your complaint, you have 28 days to file an appeal and present supporting documentation that proves their error.
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