The Property Ombudsman

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The Property Ombudsman Scheme (TPO) is an ombudsman in the United Kingdom. Since 1990, it has offered users and real estate agents another dispute resolution service. The Property Ombudsman System provides a free, fair and independent service to protect consumers from unfair practices.

The plan receives more than 16,000 applications per year and provides users with an independent and impartial dispute resolution service that has not been able to resolve its dispute with a registered agent.

The Ombudsman can compensate for the consumer's return to the station prior to the complaint to ensure a full and final resolution of the dispute and all complaints filed by one of the parties.

TPO is the only corrective action plan that implements codes of conduct to raise standards and share industry best practices. TPO's sales and installation codes have been approved by CTSI and approved by the National Association of Leasing Agents (NAEA) and the Association of Residential Leasing Agencies (ARLA).

The plan was based on the 2007 (real estate agents) and 2014 (rental and management agent) act and was approved by the UK government to help consumers resolve their disputes with real estate agents, real estate agents and real estate agents.


The Ombudsman's system can investigate user complaints against agents registered in the system. This may include complaints about poor or ineligible services, such as communications and registration, marketing and advertising, complaint handling, addresses, terms, commissions and cancellations, fees, references and inventories.

Before the Ombudsman can consider a complaint against a real estate company, the consumer must first give the company the opportunity to review the complaint and try to resolve the issue. If the company has completed its complaint process or if eight weeks have elapsed since the first complaint was filed, the consumer can refer the complaint to the Ombudsman.


The Ombudsman decides on the basis of the complaints on the basis of the evidence presented, the legal principles, the relevant code of conduct of the TPO and their fairness and suitability in the circumstances.

If a real estate company does not sign the TPO Code of Conduct, the Ombudsman makes a decision based on best practices, legal principles and the Fairness and Reasonableness Act.


The Ombudsman is a not-for-profit ombudsman system funded by membership and case fees. Proceeds are paid for the management and operation of the system. This model allows TPO to offer consumers a free service at no cost to UK taxpayers.


The Ombudsman publishes an annual report outlining the proportion of cases assisted in the total number of cases supported. In 2017, 62% of sales cases and 67% of rental cases were consumer-supported.

The Ombudsman is recognized as an impartial and independent body by the government, trade rules, the Organization for Collegiate Trade Standards and the Association of Mediators, although decisions are inevitably criticized by the losing parties.

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