The Property Ombudsman (TPO) has expelled five property businesses from its scheme after they failed to pay compensation awards made against them following consumer complaints.

The expulsions were approved by the scheme’s independent Finance, Performance & Compliance Committee.

It found that Devon Block Management Limited, Pro Investment Properties Ltd, RPS Estates, Samuel Francis & Co, and We Sell Lets had breached their membership obligations by failing to comply with Ombudsman decisions.

Chief Ombudsman Lesley Horton (pictured) says: “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.”

“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.”

Financial penalty

Pro Investment Properties Ltd, which is based in Redcar, was ordered to pay £7,400 following a complaint relating to a property sourcing agreement.

The complainant had paid a £7,200 finder’s fee for a purchase that did not complete. The Ombudsman upheld concerns about the fairness and clarity of the firm’s terms and conditions.

We Sell Lets, registered as J. Anderson Ventures Limited in Stirling, was ordered to pay £150 following a complaint relating to a property sourcing service. The Ombudsman found shortcomings in the firm’s marketing information, communication and management of expectations around a property transaction.

Management failures

RPS Estates, registered as Property Management Services Limited in Hounslow, was ordered to pay £1,871.25 after a landlord complained about unpaid rent, communication failures and poor complaint handling.

Samuel Francis & Co, based in Barry, South Wales, was ordered to pay £350 following a tenant complaint concerning the handling of mould reports, communication and complaint handling. The Ombudsman found the agent had failed to take adequate action to address an ongoing mould issue.

Plymouth-based Devon Block Management Limited was ordered to pay £75 after a complaint from a Residents Management Company director regarding the handling of a request to transfer funds into an interest-bearing account. The Ombudsman found shortcomings in the firm’s communication despite complying with the original request.