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Should there only be one property ombudsman to handle complaints?

That's one of the questions Ombudsman Katrine Sporle will face when she goes live on Wednesday on Rightmove's Webinar platform.

Nigel Lewis

The leading redress scheme for the industry The Property Ombudsman (TPO) is to tackle head on its own future when Katrine Sporle gives a speech on the Rightmove webinar platform on Wednesday 11th April.

She will explain what the government’s ongoing consultation on redress means for the industry due to end on 16th April, including Housing Secretary Sajid Javid’s suggested ‘streamlining’ of the process and proposals to shorten the time it takes for disputes to be resolved. Currently they cannot exceed 90 days except in ‘complex’ cases.

The landscape is changing and the industry is under increased scrutiny.”

Javid has also hinted that he wants to reduce the number of redress schemes down to one single provider, which would trigger a race for survival among the providers, although he also wants to improve the way the existing redress process works.

Shrunk

The number of property ombudsman schemes has already shrunk from three to two after Ombudsman Services withdrew from complaints handling in February, promising to publish a ‘major report’ lobbying for a single ombudsman due this month.

This leaves TPO and Property Redress Scheme who still offer a property ombudsman service.

“This isn’t just about improving consumers’ experience of making a complaint. It’s also about the role of redress schemes in driving service improvements to ensure that issues are not just fixed, but learnt from,” says Javid (pictured, left).

Katrine Sporle is urging estate agents to let the government know what they think about the proposed changes to the way their customers can achieve redress when sales, lettings or property management go wrong. She will also answer questions during the webinar.

“The landscape is changing and the industry is under increased scrutiny,” she says.

Sign up The leading redress scheme for the industry The Property Ombudsman (TPO) is to tackle head on its own future when Katrine Sporle gives a speech on the Rightmove webinar platform on Wednesday 11th April.

April 9, 2018

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