Heading towards a significant era of change

Heading towards a significant era of change

14:17 PM, 20th April 2022, About a month ago 1

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The Property Ombudsman (TPO) scheme, which offers an independent and impartial dispute resolution service to consumers who have been unable to resolve their disputes with a registered property business, has appointed a new Deputy Ombudsman, Lesley Horton, who will work alongside Property Ombudsman, Rebecca Marsh.

Lesley joins TPO as a skilled compliance and regulatory specialist, with a wealth of experience in internal governance, risk management, and complex decision-making. Her career started at the Solicitors Regulatory Authority, where she held a number of roles including as an integral part of the project team in operationalising the Legal Services Act. Latterly, Lesley worked in a FTSE 100 technology company, supporting the business in managing risks and process improvement. In addition to her substantive roles, Lesley sat on the Ethics and Integrity Panel Member at the Office for Police and Crime Commissioner for Cumbria for several years and is currently an Independent Decision Maker for The Bar Standards Board.

The role of Deputy Ombudsman was created in 2017 to support a more efficient complaints process. As TPO enters a period of development to support upcoming industry changes, as set out in the RoPA report, Lesley will play a critical role in reviewing casework, helping TPO to grow its future services and streamlining existing processes to ensure consumer complaints are handled with the greatest accuracy and efficiency.

Commenting on her appointment, new Deputy Ombudsman, Lesley Horton, said:

“The property industry as a whole, and in particular estate and letting agents, are heading towards a significant era of change with the new proposed regulatory framework. This makes it an exciting time to be joining The Property Ombudsman, helping to support agents through the challenges and opportunities this will bring whilst, ensuring consumers have a clear route to redress when needed.”



Comments

by DSR

15:50 PM, 20th April 2022, About a month ago

started in the SRA...says it all.....
focus on "...TPO to grow its future services and streamlining existing processes to ensure consumer complaints are handled with the greatest accuracy and efficiency."
"clear route to redress" - should that read OF redress???
'handled' = no ownership
no mention of resolution and fairness????

Another pointless role headed up as a result of a complexity of process for no real reason in a bid to produce no real outcome or effectual change.

Brilliant.


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