Two-thirds of letting complaints supported by The Property Ombudsman

The Property Ombudsman (TPO) dealt with 2,518 letting complaints last year, according to the organisation’s 2019 annual report, which shows continued demand from consumers for dispute resolution services.

There was a 20% increase in complaints to TPO in 2019, with 1,669 relating to sales and 780 for residential leasehold management. 

The biggest award in the letting sector was for £17,644, with the average award standing at £635. 

The top causes of complaints were management, communication and record keeping,  complaints handling, and tenancy agreements, inventories and deposits.

Half - 50% - of complaints were made by landlords, while 48% were made by tenants, with 2% received by others.

Katrine Sporle, Property Ombudsman, said: “2019 was another busy year for TPO. Complaints ascended year-on-year again and we also saw the complexities of cases increase, particularly in the residential leasehold management field.”

She added: “Overall, 2019 represented a year of growth and improvement. 2020 has already brought a huge challenge with the outbreak of Covid-19. TPO acknowledges that the current situation is an extremely difficult one, for agents and consumers alike. 

“TPO is here to help as best it can and is operating a full service. Consumers can still make a complaint at this time and the property industry can access information, guides and advice via our website.”

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