Rebecca Marsh is to be the public face of The Property Ombudsman (TPO), the largest of the industry’s two redress schemes that resolve disputes between agents and unhappy clients, it has been announced today.
Marsh will begin in October, a month before current ombudsman Katrine Sporle’s official departure and is expected to hold the job for the next nine years.
She has spent the past 17 years overseeing complaints against a range of industries including the nuclear, police and health sectors and latterly as Chief Legal Ombudsman.
As the industry’s most high profile Ombudsman, Marsh will have a lot on her plate.
TPO has reported significant rises in complaints against agents in recent years, driven partly by greater public awareness but also a wider remit.
During Sporle’s five-year term in post, TPO has dealt with an 87% increase in enquiries and a 55% rise in complaints. demonstrating the increasing demand on the role as well as expansion.
Marsh will also be in role in time to see whether the government implements Lord Best’s RoPA report, which recommends a single regulator for the whole property industry and which would oversee the provision of redress.
“Selecting the Ombudsman is a key responsibility of the TPO Board,” says Baroness Diana Warwick (left), Chair of the TPO Board.
“We are truly delighted to appoint Rebecca Marsh to this post. She has a breadth and depth of knowledge and experience of both the Ombudsman role and the sector.
“Her appointment will enable The Property Ombudsman to continue to influence stakeholders and to raise standards in the industry.”