The Property Ombudsman Recenzje 401

Corrupt and fraudulent - take your complaint to court or cut your losses, I don’t even understand that is they really do

This organisation is totally on the side of estate agents. They have a code of conduct for agents (who sign up to it). If an agent does not comply with the code off conduct other than in a blatantly fraudulent way do not expect this ombudsman to help you or do anything at all.

Most reputable estate agents have a complaints procedure which leads finally to the ombudsman which is a dead-end or "return to go" if you like.

Our experience related to a fixed fee for selling a small property which equated to 12% of the selling price and this fee was hidden in the small print of their T's and C's rather than on the first - signature - page which simply said 3%.

This was lying by omission or at least unprofessional misconduct. We followed the complaint rules and got nowhere.

I should have checked the reviews before filing a complaint and wasting my time. Our case was a straightforward application of the law, but the Adjudicator, despite a review, was unable to apply the Code or Legislation, which TPO stated they could not apply. However, the same law gives them the right to operate. The most valuable market in the UK remains unregulated, with Estate Agents calling the shots and essentially dictating to the TPO how they want to operate. They have no teeth, no power, and no real usefulness! Additionally, when you ask to speak to someone, they won't engage, lack transparency, and refuse to be challenged.

My advice is don't bother

Sorry I forgot I'll write their response now
Hi Ray we're sorry that you haven't had a positive experience when using our services. Should you have any questions, concerns or specific feedback then please don't hesitate to contact us and we will be happy to help and welcome any feedback which will help us improve our service. Thank you

Very poor service and an inability to engage

TPO agreed it was okay for a letting agency to withhold detrimental information about a possible tenant from us, had the letting agency been open and honest about the tenant this info would have stopped the tenant securing the property. Tenant then does a runner leaving the property filthy and damaged after a two year tenancy, leaving items and rubbish in the house and garden. It was clear the inspections had not been undertaken thoroughly. The tenancy was marred by problems for the duration of the letting period both in the house and for my neighbour. TPO again find in favour of the letting agency saying inspections were carried out in accordance with TPO requirements. Unbelievable. TPO do not put themselves in the shoes of landlords, from the onset they believed instead the narrative of the letting agency. Two attempts trying to prove the letting agency negligent with TPO and both times TPO found in favour of the letting agency making assumptions (in favour of the letting agency) about the situation. Total waste of time TPO does not do what it has been set up to do. Am now wondering how this scenario would play out in front of a Judge as the letting agency were clearly at fault by withholding detrimental information about the potential tenant with us prior to this tenancy starting.

Remarkably, TPO make a wholly inept managing agent look reasonably competent!
Don't waste your time or believe the advertised TPO promises about how they will help you. They won't help you, they will only make the situation more painful, complicated and difficult.

Total scam biased towards the well protected business utter waste of time. Should be shut down. Absalutely pointless putting your trust in these people it's literally criminal.

Trying to put a complaint in but rejecting it even after I have complained to the estate agent and had a response they then the TPO didn't take my complaint as I didn't follow the estate agents complaint procedure so escalated my complaint with them to get no reply whatsoever then went back to the TPO to re-raise my complaint to be told I have to again contact the estate agent to get a response and allow the estate agent more time than there own complaint procedure allows. Shocking service they say there independent but seems like they are on the side of the business.

12 months later and still waiting for a resolution. Meanwhile, the agent in question has been given 5 months and counting to provide their company file. Shambles of an organisation and total neglect of consumers’ interests. Added unnecessary stress following a horrible situation with an agent. Shame on TPO.

UPDATE - 12/07/24 - responded this morning with details as requested in the below reply from TPO, and still awaiting further contact.

Yesterday was the absolute end for me with TPOS. This is my 4th endurance, and hopefully my last! They are totally ineffective and bringing a solution which is not only fair and just, but insist changes are made/training is undertaken to ensure the same things don’t happen to others! No wonder they’re busy, they’re chasing the same type of complaint year upon year I should think! Some estate agents are having a laugh! Mine said he welcome an enquiry from them. Now I know why!!

We spent over 9 months of our time complaining about a surveyor that had completed a survey on a property we purchased. (Level 3 survey the most in depth one)
The building surveyor missed in excess of 30 issues with the property which we provided the TPO with documentary and pictorial proof of. After having to chase the TPO for 9 months, their decision was that there were NO faults what so ever in the survey. E.g. A clearly bulging wall which was described as being true by the surveyor was not seen as a fault by the TPO, nor was a clearly split MAIN roof support beam which was missed, seen as a problem! (we could go on and on) A sham organisation that can't even keep to its own timescales that gives the impression of being "independent" but is clearly not. We will be going legal with the appalling surveyor (We estimate they have cost us north of £40000) and we will also be considering legal action against the TPO themselves. Furthermore we will be forwarding details to our MP.
UPDATE:- Following the (below) request for further information about our case we provided this 7 days ago. Guess what!! Yep you guessed it zero response. What a surprise. We are now instructing solicitors.
6 weeks later still no update. You be the judge! Further further update. So after nearly 3 months later still NO response. We are now in the process of instructing solicitors.

It looks like TPOS are a useless organisation whose objectivity is hindered by their being funded by the real estate agents.

I've had a dreadful experience with one of their agents and after waiting 6 months, the adjudicator rushed to a decision without even having reviewed all the evidence. My advice to all investors: do not invest in property in the UK, the industry is full of cowboys and unfortunately organisations such as TPOS who seemingly cover for them.

Save your hard earned capital for another market.

SHOCKING SERVICE- they fail to accept or acknowledge legitimate information, and chose to stand behind a decision which is factually incorrect. It has taken almost a year to try to get a resolution to an issue, and they have failed to even communicate with me, other than now, saying that they have closed their file. I have told them that their assumption is wrong, and that the estate agent spent money they did not have approval from me to do, and they are ignoring this. There is no right to appeal their decision, and if you want to complain about them the rules prevent such miscarriage being overturned. This is an organisation that serves no purpose whatsoever and there needs to be one created that does.

This Ombudsman are not for real. It is a waste of time to write to them. They are backed by their financial supporters - their members and they always side with them.
The property market is broken by rogue letting agents supported by TPO.
The present letting agents took over from another letting agent and lost the key fob for the car park. Despite getting in writing from their employer that the key fob was handed to them, TPO would not do anything to replace it. Additionally, the property was left in a mess by the tenant and letting agents would not entertain because I did not renew with them. TPO did not do anything about it despite all the evidences in the inventory. This organisation should be closed down permanently. The government should intervene a form a new regulator before the property market collapses by rogue letting agents such as Northwood Letting agents.

Totally useless service, pointless even trying to communicate with them. They serve no purpose what so ever.

Still waiting after many many months for my case to even be looked at. I opened a case in Nov 2023 but sadly am yet to receive any outcome other than an email to say the issue could not be resolved by early resolution. As far as I’m aware it still hasn’t assigned an agent. In the meantime the estate agent I have raised the issue about continues to request that the matter is resolved. I live in the hope that at some point this will happen, but am sadly coming to the conclusion that the ombudsman has no intention of ever looking at the case.

Logged in two complaints way back in October 2023. told they have a high number of complaints will take five months. Now 7 months down the line, despite them sending emails with deadlines, nothing ever happens. They are allegedly so busy doing nothing ie covering for the companies that pay them that they are as independent as fish in the ocean.
No evidence provided they are overwhelmed and if they are how come more than one letting agent isn't expelled from their scheme at least weekly, so they are an actual threat, not a paid for 'adjudicator'?

You only have to read the reviews to make an informed decision not to use this organisation.
Cannot believe they still exist. There should be a completely independent firm to act for individuals and where there is not better to seek information from a solicitor who will inform you whether you have a case or not. Don't waste a year on this organisation they work in favour of the people you are complaining about.
You have all the details of my case you have full access.
My personal experience is not to use your services, wasted more than a year to be told there is no CCTV to provide evidence. Took a full year, what a joke!!!!!!

If you think they can help, you are wrong, you are just wasting your time.

From their e-mail response " I would begin my making you aware that, unfortunately, the property industry in the UK is largely unregulated. We are not a regulator and do not have the authority to take regulatory or legal action against an agent. This means that we cannot impose fines or dictate the wat in which an agent conducts their business."

Summary, Landlrods and agents can do whatever they want.

We approached the Property Ombudsman after we received (what we believed) to be poor customer service from Gascoigne Pees lettings Camberley Branch (Countrywide Group).
We found the Property Ombudsman website informative clear and concise the steps/information required in order for our complaint to be submitted and subsequently viewed upon independently.
Whilst it does take time we were kept fully informed and updated at each stage. For us it concluded with the Adjudicator Mr Alan Bowers providing us & the agent with a detailed report. Mr. Bowers was diligent and fair minded, findings were made against Gascoigne Pees Camberley branch lettings and an award was directed to us accordingly.
We have no hesitation in recommending The Property Ombudsman & would like to take this opportunity of thanking all involved in our case/Mr Alan Bowers.

If I could rate no star I would.

Please do not waste your time on the property ombudsman.

Absolute useless service.

I got a defined answer five months of raising a valid complaint where the outcome was basically that there is nothing that they can do to help resolve the complaint.

From the low rating in general it's obvious to not use them.