The Property Ombudsman (TPO) has announced the official appointment of Lesley Horton as its head, as well as welcoming Andy Clachers as CEO of the organisation, after the pair have passed muster during a ‘trial’ four month period.

Lesley and Andy took up their new roles in February 2025 with an ambitious change programme looking at streamlining the casework journey, greater government outreach and developing a new website and customer forms.

Lesley spent much of her career in legal regulatory roles at the Solicitors Regulation Authority and a global compliance role at a FTSE 100 company.

She also sits on the Independent Decision-making Body Board and previously sat on the ethics and integrity panel of the Office of Police and Crime Commissioner for Cumbria.

Returning to roots

Andy spent 17 years in leadership roles in financial services, for both AXA and Standard Life in Asia, before returning to his roots in Scotland as a regional managing director at Belvoir Group.

Claire Bassett, Chair of The Property Ombudsman said: “The Board have been impressed by the significant improvement made within the organisation in recent months. Together with increased external presence at conferences and meetings with key stakeholders and members, the positive impact is encouraging as TPO continues improving its customer journey.”

You can review recent cases adjudicated by The Property Ombudsman Scheme, which highlights real world challenges and highlights issues of best practice for agents, here.