Review Time
My experience with the Ombudsman has been incredibly disheartening. I reached out to them after facing a substantial financial loss due to misleading information from an estate agent. Regrettably, my case was dismissed on what seemed like a technicality — simply because the assurances I received were verbal instead of written. In reality, most interactions with estate agents are verbal, and the Ombudsman’s stance effectively means consumers have no protection unless every conversation is documented. This undermines the purpose of the service and leaves everyday individuals vulnerable, even when the repercussions are severe and financially harmful. While they acknowledged the situation was frustrating and recognized that the chain fell apart, they still determined that the agent “acted reasonably,” which does not accurately reflect the actual impact or fairness of the situation. My experience has made me feel that the system primarily favors protecting businesses over consumers. I appreciate that the service exists in theory, but in practice, I did not feel safeguarded, supported, or treated justly. I would advise anyone dealing with agents to ensure every promise is documented, as otherwise the Ombudsman will not consider it.
The letting agent poorly managed the property portfolio, resulting in significant losses. We have extensive evidence and independent reports to support this. Despite losing nearly 30k, I was awarded only 1.5k and was told it was my fault for trusting the agent. The agent even failed to meet the deadline for submitting evidence, and although I was informed that missing the deadline would render his evidence void, they accepted it regardless. It seems they can't challenge those who support them.
My experience was dreadful. They took over three months to respond. When I called, I was told it could take 6 to 12 months for any reply. After making me wait so long, they claimed my complaint was over 12 months old, which was ironic since part of my complaint referenced a recent review. Their response came right after I complained, feeling like retaliation since they couldn’t have concluded that without reviewing the actual complaint.
Despite my already low expectations based on reviews, they managed to fall even shorter! I genuinely regret spending time filling out their lengthy forms and gathering evidence to support my claims, especially while dealing with personal health issues and family loss. I am truly frustrated! There are so many matters they do not address regarding managing agents and leaseholders, making it futile to even raise a complaint. They were unable to help with customer service, admin, excessive charges, or legal breaches, rendering any complaint to them pointless!
Their main focus seems to be protecting the agents and collecting a salary. A complete disappointment. My agent failed to convey an offer to the seller as they are legally required to do. The Ombudsman claimed they didn’t grasp the complaint and provided a list of what they do not cover. Thankfully, it was the seller who missed out, but this organization appears utterly ineffective and uninformed.
The service provided me with invaluable help when I had nowhere else to turn. They were professional, empathetic, and fair, successfully achieving what I requested. I felt justice was served thanks to the assistance I received. Thank you for your excellent work!
They helped the real estate agent take advantage of us. Apparently, leaving a strong odor of marijuana, cat urine, and cigarette smoke in a non-smoking property is considered 'acceptable wear-and-tear.' Complaining to them is pointless – you might as well talk to a wall; it would be more comforting!
If zero stars were an option, they would deserve it. They claim to intervene after eight weeks if an agent hasn’t resolved a complaint, but in practice, they hide behind red tape. Rather than protecting consumers, they protect the industry. I provided evidence and timelines, yet they refused my case due to missing a 'final cover letter' that the agent never gave me. How can they call themselves an Ombudsman when they let agents evade accountability through paperwork loopholes? Many reviewers share similar experiences: delays, disappointments, and no resolutions. They are supposed to be independent, but they favor businesses and neglect landlords and tenants.
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Thank you for taking the time to provide your experience of our service, please note we do not use this platform to discuss cases or service/decision related dissatisfaction. If you would like to discuss any matters further please contact us via reviews@tpos.co.uk where we will be able to discuss and resolve the matter with you.
The Property Ombudsman (TPO) is approved by Government to independently review disputes between consumers and property agents. The same service is provided by TPO to consumers and agents, which, similar to a court, has the objective of either upholding or not upholding a complaint.
Reviews on this platform reflect one perception of the service provided to the two parties. We value the privacy of our employees and any review naming an employee specifically will be reported. This does not limit any consumer or agent's ability to review our service via this platform. See more
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