Five property businesses have been expelled from The Property Ombudsman (TPO) scheme after failing to comply with compensation awards made following consumer complaints.
The expulsions were approved by the scheme’s independent Finance, Performance & Compliance Committee after each business failed to meet its obligations as a member by not honouring Ombudsman decisions.
The firms removed from the scheme are Devon Block Management Limited, Pro Investment Properties Ltd, RPS Estates, Samuel Francis & Co and We Sell Lets.
The largest award involved Pro Investment Properties Ltd of Redcar, which was ordered to pay £7,400 after a complaint relating to a property sourcing agreement. The Ombudsman upheld concerns over the fairness and clarity of the firm’s terms and conditions after a buyer paid a finder’s fee on a purchase that did not complete.
LANDLORD COMPLAINTS
RPS Estates, registered as Property Management Services Limited in Hounslow, was ordered to pay £1,871.25 following a landlord complaint concerning unpaid rent, communication failures and complaint handling.
Samuel Francis & Co of Barry, South Wales, was ordered to pay £350 after the Ombudsman found shortcomings in its handling of mould reports, communication and complaint management.
Devon Block Management Limited of Plymouth failed to pay a £75 award relating to communication failures surrounding a request to transfer funds into an interest-bearing account.
We Sell Lets, registered as J. Anderson Ventures Limited in Stirling, was expelled after failing to comply with a £150 award linked to a complaint about a property sourcing service.
The cases highlight the role of the Ombudsman scheme in providing consumers with redress when disputes cannot be resolved directly with property businesses.
LAST RESORT
Chief Ombudsman Lesley Horton (main picture, inset) says: “We exist to provide consumers with a fair and independent route to resolve disputes with property businesses. Our decisions are binding on our members.
“Expulsion is always a last resort and follows a robust compliance process. The overwhelming majority of registered businesses comply with our decisions and pay awards promptly. Where they fail to do so, we will take appropriate action to protect consumers and uphold standards within the sector.
“These cases demonstrate the importance of redress and accountability within the property sector. Consumers must be able to have confidence that when complaints are upheld, businesses will comply with decisions and provide the compensation directed by the Ombudsman.”
Established in 1990, The Property Ombudsman provides independent dispute resolution for consumers and property businesses. While it is not a regulator and cannot take legal action, its decisions are binding on member firms, with expulsion representing the ultimate sanction for non-compliance.
