Welcome to the fascinating world of real estate, in particular the Property Ombudsman and the Property Redress Scheme. Whether you’re a buyer, a seller, a tenant, or a landlord, understanding the intricacies of the property industry is vital. But what are they, and what roles do they play in ensuring fairness in the property industry? Let’s dive right in.

Understanding the Property Ombudsman

The Property Ombudsman (TPO) is an integral part of the property world. Serving all who directly use an agent, TPO steps in when an issue with an estate or letting agent remains unresolved. Established earlier for estate agents than for the private letting sector, TPO receives fewer complaints from estate agents, who have adapted better to its codes of practice (this is why we advise you keep an eye out for membership when offered a rent to rent scheme!).

TPO’s operations are diverse and far-reaching. Complaints come in various stages, and TPO primarily offers advice or helps structure a complaint to an agent before escalating the matter. You can contact TPO through various means, including online, phone, email, or letters.

Complex Complaints and the Role of an Adjudicator

Sometimes, complaints become complex and require a more in-depth approach. For these cases, an adjudicator becomes involved. Of the 30,000 complaints TPO receives annually, only around 4,500 escalate to this level. The adjudicator’s role is to investigate and resolve these complex complaints thoroughly and fairly.

Key Recommendations from the Property Ombudsman

One of the most important pieces of advice TPO gives to landlords, tenants, buyers, or sellers is to keep accurate records of all communications and agreements. They also advise everyone involved in property deals to read and thoroughly understand all contracts such a tenancy agreements. Ensuring clarity in contracts prevents misunderstandings and potential disputes down the line.

Compensation from the Property Ombudsman

While the maximum amount that can be awarded by TPO is £25,000, their primary goal isn’t to penalise but to restore the wronged party to the position they were in before the incident took place. It’s about fairness and justice, not punishment.

Overview of the Property Redress Scheme

Another crucial player in maintaining transparency and fairness in the property industry is the Property Redress Scheme (PRS). It’s a legal responsibility for all agents and property professionals to join PRS, which provides consumers with an avenue for resolving disputes. The disciplinary process for property professionals, however, differs from that of agents.

The 3-Stage Process of the Property Redress Scheme

PRS follows a three-stage process for resolving complaints:

  1. The member gets an opportunity to resolve the issue directly.
  2. There’s a negotiated resolution service if the issue remains unresolved.
  3. A formal decision is made if the first two steps don’t lead to a satisfactory solution.

Eligibility and Criteria for Complaint Consideration in PRS

For PRS to consider a complaint, specific criteria must be met: the agent must be a PRS member, a formal written complaint must have been sent to the member within 12 months of the incident, and at least eight weeks must have been allowed for the member to investigate the complaint.

The Right to Withdraw and Costs Involved in the PRS Process

A consumer can withdraw from the complaint process at any time. While no costs are incurred to raise a complaint, any direct costs for advice will not be rewarded.


Both the Property Ombudsman and the Property Redress Scheme play crucial roles in maintaining a fair and efficient property industry. They ensure that consumers have avenues for dispute resolution and that agents and property professionals are held to the highest standards. Whether you’re a landlord, tenant, buyer, or seller, it’s essential to understand their roles and processes.

To help you navigate the property industry more smoothly, we’re offering free resources and advice. All we need is your name, telephone number, and email address. So why not join us and empower yourself with valuable insights and knowledge about the property industry? Remember, knowledge is power! Click here to join us.