@TPOmb profile picture
The Property Ombudsman @TPOmb

Impartial and independent service resolving disputes between consumers and property businesses. Bluesky: bsky.app/profile/propertyomb…

Joined January 2012
  • Tweets 2,685
  • Following 2,419
  • Followers 23,019
533 Photos and videos
Dual fee disputes are rarely about people, instead they are usually about processes. In this @PropertyWire article, our Chief Ombudsman explains the common issues we see and what estate agents can do to avoid dual fee disputes. propertywire.com/analysis/du…

Dual fee disputes, it’s a process problem, not a people problem - PropertyWire

Dual fee disputes remain one of the most persistent and complex issues in the residential property sector.

propertywire.com
2
120
For further information on dual fee disputes, take a look at our recent guidance: tpos.co.uk/wp-content/upload…
1
107
The Property Ombudsman@TPOmb
Jun 9
We're at the @CTSI_UK 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.

ALT 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.
66
The Property Ombudsman retweeted
The Negotiator@TheNeg
Jun 8
The Ombudsman Files - Failure to disclose non-standard construction leads to compensation. The Property Ombudsman, Lesley Horton adjudicates on a case where a buyer sought to claim back his survey fee from an agent @TPOmb #propertynews #estateagency thenegotiator.co.uk/columns/…

The Ombudsman Files - Failure to disclose non-standard construction leads to compensation

A buyer sought to claim back his survey fee after the agent failed to disclose the property was of non-standard construction.

thenegotiator.co.uk
1
120
It's a busy week of industry events. We're looking forward to attending the @OmbudAssoc Conference, @CTSI_UK 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.'

ALT 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.'

1
1
148
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.

ALT 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.

1
143
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.
1
1
115
Find the insight report here: tpos.co.uk/wp-content/upload…
92
The Property Ombudsman retweeted
The Negotiator@TheNeg
Jun 3
Auctions generate four times more complaints. Consumers are being caught out by unclear auction processes and unexpected fees, warns Chief Property Ombudsman, Lesley Horton @TPOmb #propertynews #propertyauctions thenegotiator.co.uk/news/auc…

Auctions generate four times more complaints

Consumers are being caught out by unclear auction processes and unexpected fees, warns Chief Property Ombudsman Lesley Horton.

thenegotiator.co.uk
1
148
The Property Ombudsman@TPOmb
Jun 2
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: tpos.co.uk/wp-content/upload…
2
111
Navigate the Renters’ Rights Act with confidence and stay compliant. Our Chief Ombudsman Lesley Horton will join a panel at #PropertymarkOne (12:05, main stage) to discuss the impact of the Act on the complaints landscape 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.

ALT 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.

2
1
156
We hope to see you there! View the full event programme: propertymark.co.uk/careers-l…

Conference Programme

The Propertymark One programme will deliver expert topical analysis and practical takeaways for members working across sales, lettings, commercial and auctions. Don’t miss out on one extraordinary...

propertymark.co.uk
133
The Property Ombudsman@TPOmb
May 25
Our office and phone lines are closed on bank holidays and will re-open at 9am on Tuesday, 26 May. You can still seek advice and refer a complaint on our website: tpos.co.uk
109
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. Find out more below.
2
2
1
142
Read the Government’s guidance about the Information Sheet: gov.uk/government/publicatio…

The Renters’ Rights Act Information Sheet 2026

Most landlords and letting agents must have given this Information Sheet to their tenants by 31 May 2026.

gov.uk
1
73
The Property Ombudsman@TPOmb
May 18
Have you visited our new website section 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: tpos.co.uk/renters-rights-ac…
60
The Property Ombudsman@TPOmb
May 14
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 attendees about best practice and raising 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.

ALT 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.

ALT 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.
102
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 communication

ALT 3 ways property businesses can improve communication

Set 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.

ALT Set 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.

ALT 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.

ALT 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.

1
115
For more support, visit our website: tpos.co.uk/businesses/inform…

Information for businesses | The Property Ombudsman

We share information, guidance and support to help businesses prevent and minimise complaints. We'll update this page with new laws and regulations for the industry as well as sector-specific...

tpos.co.uk
88
The Property Ombudsman@TPOmb
May 8
We've updated our Code of Practice for residential letting agents in England to reflect the new rules under the Renters' Rights Act. These updates build on the standards already in place. View the updated Code: tpos.co.uk/about-us/codes-of…

Codes of Practice | The Property Ombudsman

Our Codes of Practice are the gold standard for the property industry with the Sales and Lettings codes approved by the Chartered Trading Standards Institute.

tpos.co.uk
2
1
97
Load more