The Property Ombudsman (TPO) Scheme - consumer guide
The Property Ombudsman (TPO) Scheme provides a free, fair and independent service for dealing with unresolved disputes between member agents and tenants and landlords of property in the UK. The TPO is a member of the British and Irish Ombudsman Association and follows the standards and rules of the association. The Ombudsman is totally independent of the TPO Scheme member agents and reports directly to the TPO Council, which has a majority of non-industry members.
Why should you choose a letting agent who is a member of the TPO Scheme?
- Member agents must follow the The Property Ombudsman Letting Code of Practice. This sets out the framework within which member agents must operate and the standards of service they must provide for both tenants and landlords.
- The Code is compulsory and is rigorously applied in our complaints handling.
- The agent is required and has agreed to have Professional Indemnity Insurance to ensure that any compensation awarded to you can be paid.
- The agent is required and has agreed to have an in-house complaints system with written procedures; inform you how to refer any unresolved disputes to the Ombudsman and co-operate with any investigation by the Ombudsman.
What can tenants and landlords expect from the TPO Scheme member agent?
The TPO Letting Code of Practice requires agents to meet all their legal obligations when acting as letting agents, but it goes above and beyond that by requiring the agents to adopt and follow 'best practice'.
See the TPO Website for further details.
