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The Property Ombudsman

@tpos.co.uk
133 followers 195 following 252 posts

The impartial and independent Ombudsman, resolving disputes between consumers and property businesses since 1990. www.tpos.co.uk

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The Property Ombudsman @tpos.co.uk · 29/09/2026
Three months into the biggest reform of the private rented sector in a generation, the early signs suggest the real challenge is not a flood of disputes, but helping people understand how their new rights work in practice.
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The Property Ombudsman @tpos.co.uk · 22/09/2026
Our latest case study highlights the importance of contractor oversight, timely communication and effective complaint handling by property businesses. Read the full case study: www.tpos.co.uk/case-studies...
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The Property Ombudsman @tpos.co.uk · 18/09/2026
In a guest blog for My Housing Issue Gateway, Lesley Horton, our Chief Ombudsman, explains the new rules for tenants who want to keep pets in rented homes and what to do if there is a disagreement. Read more: myhousinggateway.org.uk/news/renting...
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The Property Ombudsman @tpos.co.uk · 14/09/2026
Are you ready for the new landlord registration requirements? The Government is introducing a new 'Register your rental property' service, with a regional rollout across England starting from December 2026. For more information, visit: housinghub.campaign.gov.uk/renting-is-c...
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The Property Ombudsman @tpos.co.uk · 07/09/2026
Our portal for registered businesses allows you to see information about any open complaints in one place, helping you to stay informed throughout the complaints process. You can also access practical guidance, manage your business details and contact us for specific advice and support.
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The Property Ombudsman @tpos.co.uk · 03/09/2026
Clear communication can play an important role in supporting a smoother tenancy experience for everyone involved. For landlords and letting agents, effective communication from the outset can help build trust and reduce misunderstandings.
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The Property Ombudsman @tpos.co.uk · 28/08/2026
Our new portal gives registered businesses a simpler way to access support, guidance and key updates through one self-service platform. Designed to reduce routine admin and make information easier to find, log in now to explore the key features. portal.tpos.co.uk/members/login
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The Property Ombudsman @tpos.co.uk · 26/08/2026
Happy National Dog Day 🐶 Since 1 May, private tenants can request permission to keep pets in their rented homes. Clear communication between letting agents, landlords and tenants are key to pet requests and overall successful tenancies, and we're here to help if disputes arise.
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The Property Ombudsman @tpos.co.uk · 20/08/2026
If you are unhappy with the service of your letting or estate agent, or any other property business, take this first step: Let the business know that you are unhappy. It’s best to do this as soon as you become aware of a problem. Many problems can be resolved quickly between you and the business.
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The Property Ombudsman @tpos.co.uk · 18/08/2026
Our new portal for registered businesses brings together trusted guidance and practical resources, helping property professionals stay informed and deliver services with confidence. If you're registered with us, log in to the portal here: portal.tpos.co.uk/members/login
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The Property Ombudsman @tpos.co.uk · 11/08/2026
In a recent case, we found an estate agent failed to disclose the existence of a competing buyer and a contract race, leading the buyers to incur avoidable costs. Find out the outcome of this case: www.tpos.co.uk/case-studies...
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The Property Ombudsman @tpos.co.uk · 28/07/2026
We’re delighted to welcome Enna Khan as our new Director of Operations. With more than two decades of senior leadership experience spanning operations, customer experience and digital transformation, Enna will oversee operational delivery at the organisation.
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The Property Ombudsman @tpos.co.uk · 24/07/2026
With the Renters' Rights Act changing how pet requests are handled, letting agents can play a key role in supporting both landlords and tenants and reducing disputes. View our best practice tips below. 👇
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The Property Ombudsman @tpos.co.uk · 22/07/2026
The Renters' Rights Act is changing expectations across the private rented sector. Visit the renters' rights section on our website for more information on what we can and can't help with. www.tpos.co.uk/renters-righ...
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The Property Ombudsman @tpos.co.uk · 16/07/2026
Yesterday’s online Consumer & Industry Forum covered key updates on leasehold reform, the Renters’ Rights Act and home buying and selling reforms. Our Chief Ombudsman, Lesley Horton, gave an overview of early Renters’ Rights Act trends that we're seeing.
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The Property Ombudsman @tpos.co.uk · 10/07/2026
Is construction type material information? A buyer withdrew from a property purchase after a survey revealed the property was of non-standard construction. Should he have known sooner? Read the full case study: www.tpos.co.uk/case-studies...
A row of houses on a newly-build estate.
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The Property Ombudsman @tpos.co.uk · 02/07/2026
It was great to attend the ARCO annual conference in London. Our Deputy Ombudsman Gemma Adams heard all about the latest updates and spoke with leaders from across the integrated retirement community sector.
A smiling woman, with blonde hair and wearing a dress and blazer, is stood in front of a roller banner at an event.
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The Property Ombudsman @tpos.co.uk · 30/06/2026
Five property businesses have been expelled from our scheme after failing to pay compensation awards to consumers. The businesses were removed following independent compliance reviews, which found they had not complied with Ombudsman decisions.
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The Property Ombudsman @tpos.co.uk · 25/06/2026
On 19 June, the UK Government announced proposed reforms to the home buying and selling process, including plans for sales packs, earlier binding agreements, digital property tools and a new Code of Practice for estate agents. Find out more: www.gov.uk/government/n...
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The Property Ombudsman @tpos.co.uk · 19/06/2026
The Government has set out plans to modernise the home buying and selling process, aiming to reduce delays, cut costs and minimise fall-throughs. Key proposals include greater upfront information through sales packs, increased digitalisation and strengthened professional standards across the sector
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The Property Ombudsman @tpos.co.uk · 16/06/2026
Tenancy notices are one of the areas that we're receiving the most questions about since the new rules came into effect under the Renters' Rights Act. We've answered some frequently asked questions below.
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The Property Ombudsman @tpos.co.uk · 11/06/2026
For further information on dual fee disputes, take a look at our recent guidance: www.tpos.co.uk/wp-content/u...
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The Property Ombudsman @tpos.co.uk · 09/06/2026
We're at the CTSI Conference, where our policy colleagues Peter and Charlotte are speaking with Trading Standards officers and providing insight into the issues that consumers are experiencing across the property sector. If you're attending, stop by stand 12 and say hello!👋
A man and woman in smart business clothing are stood in front of a roller banner promoting The Property Ombudsman (TPO). On the table in front of them are TPO-branded toy toucans.
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The Property Ombudsman @tpos.co.uk · 08/06/2026
If you're attending #Propertymark One, don't miss the Renters' Rights Act panel at 12:05 on the main stage. Lesley will share how the legislation is impacting the complaints landscape and how property professionals can avoid disputes arising.
Promotional graphic for Propertymark One. A circular portrait of a speaker, a smiling woman wearing a green jacket, is centred against a dark background showing a conference audience and stage lighting.
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The Property Ombudsman @tpos.co.uk · 08/06/2026
It's a busy week of industry events. We're looking forward to attending the Ombudsman Association, CTSI Conference and #Propertymark One, where Chief Ombudsman Lesley Horton will be speaking on a panel about navigating the Renters' Rights Act with confidence.
A graphic that shows images of Glasgow and London alongside the text: 'Industry and consumer conferences. The events we're attending in June. Ombudsman Association, 9-11 June, Glasgow. Chartered Trading Standards Institute, 9-11 June, Glasgow. Propertymark One, 12 June, London.'
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The Property Ombudsman @tpos.co.uk · 04/06/2026
Our latest insight report looks at the complaints we received about auction sales between January and December 2025. It explores the issues consumers commonly experience and the lessons these insights offer for auctioneers, modern method providers, consumers and the wider sector.
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The Property Ombudsman @tpos.co.uk · 02/06/2026
Reduce the risk of delayed or disputed commission fees with our new dual fee guide. This helps estate agents follow best practice, understand what counts as an effective introduction and avoid common complaint causes. Read the guide: www.tpos.co.uk/wp-content/u...
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The Property Ombudsman @tpos.co.uk · 29/05/2026
Navigate the Renters’ Rights Act with confidence and stay compliant. Our Chief Ombudsman Lesley Horton will join a panel at Propertymark One on 12 June (12:05, main stage) to discuss the impact of the Act on complaints and how property professionals can avoid disputes.
Promotional graphic for Propertymark One. A circular portrait of a speaker, a smiling woman wearing a green jacket, is centred against a dark background showing a conference audience and stage lighting.
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The Property Ombudsman @tpos.co.uk · 21/05/2026
The deadline for letting agents to send the Renters’ Rights Act Information Sheet to tenants is fast approaching. Agents must send the Information Sheet to tenants by 31 May, even if the landlord has already provided it. We’ve set out some of the key information below.
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The Property Ombudsman @tpos.co.uk · 18/05/2026
Have you visited our new website area about the Renters’ Rights Act? This brings together guidance on what we can and can’t help with, along with complaints advice tailored for letting agents, consumers and landlords. Find out more: www.tpos.co.uk/renters-rights-act
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The Property Ombudsman @tpos.co.uk · 14/05/2026
We're in Swindon today at the Surveyor Live event, where our Deputy Ombudsman Gemma Adams has spoken about handling complaints effectively. Gemma and our Director of Policy Peter Habert are enjoying speaking with delegates from across the surveying industry about best practice and standards.
A smartly dressed man and woman stand in front of a roller banner promoting The Property Ombudsman at an industry event. A group of branded toucan toys sits on the table in front of them.A smartly dressed woman stands at the front of a room presenting to an audience. She is speaking into a microphone and pointing towards a presentation screen on the wall.
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The Property Ombudsman @tpos.co.uk · 12/05/2026
Clear and timely communication can make a big difference to a consumer's experience when buying, selling or renting their home. Property businesses can build trust and reduce the risk of complaints with our communication tips below.
3 ways property businesses can improve communicationSet clear expectations early. 

Explain your role and responsibilities at the start so consumers know what you can help with and what to expect. 

Whether it’s a property sale or organising a repair in a rented home, let consumers know what will happen, when they will hear from you and who to contact if they have any concerns. Provide proactive updates. 

Even when there is no major progress, regular communication helps consumers feel informed and supported.Respond to concerns promptly. 

Issues are less likely to escalate when they are acknowledged early and handled in a polite and professional way. An issue or complaint is an opportunity to learn, put things right and improve the service you provide.
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The Property Ombudsman @tpos.co.uk · 04/05/2026
Our office and phone lines are closed on bank holidays and re-open at 9am on Tuesday 5 May. You can still access guidance on our website: www.tpos.co.uk
Coloured ribbons hanging from a tree.
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The Property Ombudsman @tpos.co.uk · 01/05/2026
From today (1 May), the Renters’ Rights Act introduces new rules for private renting in England. The transformative changes in the Act will bring new safeguards for tenants and introduce new standards for agents to support landlords in understanding their responsibilities.
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The Property Ombudsman @tpos.co.uk · 23/04/2026
If you’re a letting agent managing a property, you must send the Renters’ Rights Act Information Sheet to tenants, even if the landlord has already done so. We’ve set out some of the key information about the Information Sheet below. Read the full Government guidance: www.gov.uk/government/p...
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The Property Ombudsman @tpos.co.uk · 10/04/2026
We’re the only Ombudsman in the property redress sector, but what does this mean for property businesses and consumers? Hear from our Chief Ombudsman Lesley Horton about how our work goes beyond resolving individual disputes.
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The Property Ombudsman @tpos.co.uk · 09/04/2026
New guidance has been published by the Government to help tenants understand how private renting will change from 1 May. It covers the key changes, how tenants can prepare and answers frequently asked questions. Find out more: housinghub.campaign.gov.uk/renting-is-c...
A woman sat on her sofa, looking at a laptop whilst holding a pen and piece of paper.
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The Property Ombudsman @tpos.co.uk · 08/04/2026
What happens when two estate agents claim commission for the same sale? The case study in our Annual Review 2025 explores a real dual fee dispute where a seller received two fee demands, how we investigated whether an effective introduction had been made and how the complaint was resolved.
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The Property Ombudsman @tpos.co.uk · 03/04/2026
Everyone at The Property Ombudsman wishes you a happy Easter. Our office and phone lines are closed on bank holidays and re-open at 9am on Tuesday 7 April. You can still seek guidance and support on our website: www.tpos.co.uk
A rabbit in a field with the words Happy Easter from everyone at The Property Ombudsman.
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The Property Ombudsman @tpos.co.uk · 01/04/2026
Share your views on the future of leasehold flats. 🔊 The Government is asking for your feedback on its plans to ban new leasehold flats, including how and when a ban should happen and what exceptions may be needed. The consultation closes on 24 April 2026.
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The Property Ombudsman @tpos.co.uk · 26/03/2026
A tenant was left to live with black mould, water seepage and disrepair due to a lack of meaningful action by the managing agent. The complaint was brought to us to investigate. 🔎 Read the full case study in our Annual Review 2025 to find out what happened next. www.tpos.co.uk/wp-content/u...
Black mould on a wall. A text overlay says 'Mould, maintenance and mismanagement. What happens when a managing agent fails to act and a tenant is left in poor living conditions?'
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The Property Ombudsman @tpos.co.uk · 20/03/2026
From everyone at The Property Ombudsman, we'd like to wish a Happy Eid al-Fitr to everyone celebrating today.
Image shows place of worship in India
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The Property Ombudsman @tpos.co.uk · 19/03/2026
In 2025, we resolved 54% more cases than we did in 2024. Hear from our Chief Ombudsman Lesley Horton on what drove that growth, what it means for consumers and businesses, and how we're building on it in 2026. Read the full Annual Review here: www.tpos.co.uk/about-us/rep...
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The Property Ombudsman @tpos.co.uk · 18/03/2026
In 2025, we resolved 7,681 disputes, a 54% increase compared to the year before. As private housing reform continues in 2026, the demand for dispute resolution is only growing and we're here to help. Read our Annual Review 2025: www.tpos.co.uk/wp-content/u...
A row of orange, white, cream and black painted houses on a sunny day. The text shows the key figures from TPO's annual review 2025.
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The Property Ombudsman @tpos.co.uk · 12/03/2026
Our annual review 2025 is here and it reflects a sector in real transition. From the Renters' Rights Act to leasehold reform, 2025 has been a pivotal year for the property industry and our work sits right at the heart of it. Read our Annual Review 2025: www.tpos.co.uk/about-us/rep...
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The Property Ombudsman @tpos.co.uk · 09/03/2026
The Government is seeking views on its plans to reduce reliance on private estate management arrangements. This includes proposals to increase adoption of roads, drainage and green spaces by public authorities and make resident-controlled management the default model.
Row of houses on a new build housing estate.
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The Property Ombudsman @tpos.co.uk · 06/03/2026
March is National Conveyancing Month which celebrates the important work that conveyancers do in the home-moving process. 🏡 When buying or selling a home, consumers can choose their own conveyancer. An estate agent should never pressure a buyer to use in-house services, this is conditional selling.
A cardboard box with 'moving day' written on it in black ink.
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The Property Ombudsman @tpos.co.uk · 05/03/2026
Share your views on the Government's plans to strengthen protections for homeowners living on privately managed estates. The consultation closes on 12 March 2026.
Row of terrace houses.
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The Property Ombudsman @tpos.co.uk · 27/02/2026
Stronger anti-discrimination rules, rent increase limits and eviction and possession changes are among the measures being rolled out on 1 May as part of the Renters’ Rights Act. Now is the time to prepare, as changes will have direct implications for landlords and letting agents.
An estate agents points to something on her iPad while showing a couple around a property.
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The Property Ombudsman @tpos.co.uk · 26/02/2026
Today is the first National Estate Agent Day, recognising the essential role that estate agents play in the home-moving process and the support they provide to buyers and sellers. 🏡 #nationalestateagentday2026
A smiling female estate agent is stood on a residential street pavement whilst holding a property floorplan. Behind her out of focus is a couple waiting to view the property.
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