TPO report reveals one agent’s £21,972 referencing mistake

The value of awards that The Property Ombudsman (TPO) told agents to pay disgruntled customers tripped over £1 million for the first time last year, its annual report reveals, along with details of one case that cost a letting agent over £20,000. Property Ombudsman Katrine Sporle (pictured, right) is to launch the report at an event later today at the House of Lords that will show total awards reaching £1.2 million in 2016 while the number of difficult cases increased by 7.5% to 3,553. Common complaints Lettings attracted the largest number of resolved cases at 1,997 with those complaining being fairly evening split between landlords and tenants. The average letting award was £531 but the highest was £21,972 (see case details below). The most common complaint was about property management. In sales, two thirds of complaints came from sellers and the remainder from buyers and the average award was £397, while the most common complaint was about communication and record keeping. “TPO works with the industry and consumers to get things right, put things right and set things right,” says Katrine. “This year, TPO’s Codes of Practice, approved by Chartered Trading Standards Institute (CTSI), have been revised to clarify many…