The Property Ombudsman has launched a self-service portal for estate and letting agents as complaints to the redress scheme rise sharply.
The organisation reports a 55% increase in complaints during the first half of 2026 compared with the same period last year.
Members can use the new platform to monitor complaints, update business information and download membership certificates.
It also brings together Codes of Practice, compliance guidance, complaint-handling templates, frequently asked questions and business-focused case studies.
RISING DEMAND PUTS PRESSURE ON SERVICE
The portal is intended to reduce administrative work while giving agents greater visibility of active cases and easier access to compliance support.
Lesley Horton (main picture), Chief Property Ombudsman at The Property Ombudsman, says: “With demand for our service increasing significantly, this portal is an important step in making support simpler, faster and more accessible for members.
“It gives them greater visibility, practical tools and guidance in one place, helping them manage their responsibilities with confidence while allowing our teams to focus their expertise where it can have the greatest impact.”
SELF-SERVICE TO REDUCE ROUTINE CONTACT
Members can amend many of their own details and check cases without contacting the membership team by email or telephone.
Matthew Lewis, Membership Manager at The Property Ombudsman, says: “The aim of the portal is to make it easier for members to access the information and services they need, whenever they need them, and to reduce the need for time consuming routine emails and telephone calls to the membership team.
“Members can update many of their own details, download membership certificates and check the progress of complaints without having to contact us. That saves them time while allowing our membership team to focus on providing support where it is needed most.”
AGENTS WELCOME SIMPLER ACCESS
Tony Lovatt-Williams, Sales Director at Whites Estate Agents, says: “I recently went on to the new member portal and was impressed by how simple and easy it was to navigate.
“Bearing in mind we are all busy, it has been designed to support property businesses by giving immediate access to information that helps deliver better services, improve case handling and save time.
“While it may not be needed every day, it will be really useful when help is needed or a case has been lodged.”
MORE FEATURES PLANNED
Future enhancements are expected to include online bill payments, greater personalisation, improved functionality for larger corporate businesses and additional case-management tools.
The Property Ombudsman provides free and impartial dispute resolution for consumers while helping member businesses improve standards and complaints handling.
