Ombudsman Services Report 40% Increase in Complaints

26 September 2014

Ombudsman Services, one of the three property industry redress schemes, has reported a 40% increase in complaints since the same period last year.

The scheme includes surveyors, letting agents and estate agents.

Surveys and Valuations accounted for 42% of complaints with many also being in respect of letting agents, particular in the area of poor customer service.

Jonathan Rolande, of The NAPB says “it is sadly predictable that complaints increase when there are more transactions and a scarcity of property. Many complaints are made when buyers lose out on a property although the agent is rarely to blame and these complaints do not tend to go far.”

He continues “It can also be looked at as a very positive thing that people are becoming more aware of their rights and the fact that redress schemes are there to help resolve problems. It will though, be good to see levels reduce as everybody working in the property sector becomes better trained, and more aware of the many legal obligations that they work under.”

From 1 October 2014, new legislation will mean that all agents in England must be signed up with an approved scheme or risked being fined £5,000.

Jonathan Rolande

Jonathan Rolande (MNAEA MICBA MARLA) began in the property business in the late 1980’s and is a Director of House Buy Fast and helped to found The National Association of Property Buyers in 2013. He has worked closely with The Property Ombudsman to develop a Code of Practice for Residential Property Buying Companies.