Tenant disputes drive record enquiries at The Property Ombudsman

The Property Ombudsman (TPO) is reporting a record-breaking influx of enquiries – mainly from tenants struggling with repair and maintenance issues.

The organisation’s annual report reveals that this year, tenants accounted for 62% of the 57,635 letting enquiries received.

It says this is a sign of growing awareness of its role for those wanting to pursue a complaint in the private rented sector (PRS).

Financial redress in lettings disputes soared to £626,383 – up 175% from a decade ago.

Offer much more than dispute resolution

The Property Ombudsman, Rebecca Marsh, said: “We offer much more than dispute resolution, our expert teams provide guidance to resolve consumer issues before they escalate to complaints, saving consumers and businesses time and money.

“We also work with businesses to drive best practice through our Codes of Practice which have become the gold standard for the industry.”

She adds: “The 99% compliance with our decisions shows the industry wants to deliver high-quality service and offer redress where they fall short.”

Approved redress scheme for private property

TPO is the UK’s largest approved redress scheme for private property with 37,397 members and extends its reach through 19,359 offices nationwide.

As the sole approved Ombudsman for the PRS, TPO says it has become a beacon for consumers seeking resolution in property-related disputes.

The introduction of innovative customer service channels, such as 24/7 webchat and an online self-service tool, has contributed to a 240% rise in enquiries since 2013.

As TPO celebrates its 35th anniversary, it is reflecting on its evolution from estate agency roots to encompassing lettings, residential leasehold management and a broad spectrum of property professions.

With £1.52 million awarded to consumers and 83% of cases resolved in their favour, reinforces TPO’s role in upholding consumer rights and industry standards.