The Property Ombudsman expels five property firms

The Property Ombudsman has expelled five firms from the scheme after they failed to comply with binding decisions for awards ranging from £75 to £7,400.

Devon Block Management Limited, Pro Investment Properties Ltd, RPS Estates, Samuel Francis & Co and We Sell Lets were removed after reviews by the scheme’s independent Finance, Performance & Compliance Committee.

Each business was found to have breached its membership obligations by failing to honour an Ombudsman award.

Resolve property disputes

Chief Ombudsman Lesley Horton said: “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.”

She added: “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.”

Devon Block Management Limited

Plymouth based Devon Block Management Limited faced a complaint from a director of a residents’ management company over the handling of a request to transfer funds into an interest-bearing account.

Although the company eventually carried out the request, the Ombudsman found that its communication fell below the standards expected of scheme members.

The complainant was awarded £75.

Pro Investment Properties Ltd

Pro Investment Properties Ltd, based in Redcar, was ordered to pay £7,400 after a buyer complained about a property sourcing agreement.

The buyer had paid a £7,200 finder’s fee towards a property purchase that did not complete.

Concerns were raised about the fairness and clarity of the firm’s terms and conditions, and the complaint was upheld.

The award included repayment of the finder’s fee and £200 for aggravation, distress and inconvenience.

RPS Estates

RPS Estates, registered as Property Management Services Limited and based in Hounslow, was the subject of a landlord’s complaint involving unpaid rent, communication failures and poor complaint handling.

That complaint was upheld, with compensation of £1,871.25 awarded.

Samuel Francis & Co

Samuel Francis & Co, based in Barry, South Wales, was ordered to pay £350 following a complaint from tenants about mould, communication and the handling of their complaint.

The Ombudsman found that the agent had not taken adequate action to deal with an ongoing mould problem and had failed to manage the case proactively.

Communication shortcomings were also identified.

We Sell Lets

We Sell Lets, registered as J. Anderson Ventures Limited and based in Stirling, faced a complaint from a buyer who had used its property sourcing service.

The case concerned marketing information, communication and the management of expectations surrounding a property transaction.

Its service was found to have fallen below the scheme’s Code of Practice, resulting in a £150 award.

What the Ombudsman does

The Property Ombudsman was established in 1990 and provides redress where consumers or property businesses fail to meet the required standards.

It is not a regulator and cannot take legal action, but its decisions are binding on registered businesses.

Firms that refuse to comply can be expelled and referred to the relevant enforcement authorities.