The Property Ombudsman (TPO)

The Property Ombudsman (TPO) scheme provides a free, fair and independent service to protect consumers from unfair practice.

The scheme received more than 57,000 enquiries in 2023 and offers an independent and impartial dispute resolution service to consumers who have been unable to resolve their disputes with a registered agent. The Ombudsman can provide redress to place the consumer back in the position they were before the complaint arose, achieving a full and final settlement of the dispute and all claims made by either party.

TPO is the only Ombudsman scheme that operates codes of practice to raise standards and share best practice in the industry. TPO’s sales and lettings codes of practice have been approved by CTSI and they’ve been adopted by Propertymark.

In 2023, 37,397 members were operating from 19,359 offices and branches across the UK. The membership consisted of 18,280 sales businesses, 15,424 in lettings, 1,142 residential leasehold management companies and 2,551 other property professionals.

SEARCH : Find a TPO Member

CERTIFIED

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of The Property Ombudsman was officially granted APPROVED CODE status in 2013. Since then, the relevant provisions, processes and procedures have been continuously monitored and regularly audited by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession, since 1881, and one of the primary Government-endorsed consumer protection bodies in the United Kingdom - operating on behalf of the Approved Code Scheme (see Code Audit Record, below).

Approved Code Registry :

Code Sector	Homes and Property
Code of Practice	Click here to view (pdf opens in new tab)
Year of Approval	2013 (Sales) / 2015 (Lettings)
Members	37,397
Last Audited	August 2023
Code Audit Record	The Property Ombudsman (Lettings) Audit 2024 (pdf opens in new tab) The Property Ombudsman (Sales) Audit 2024 (pdf opens in new tab)

More about The Property Ombudsman (TPO)

VERIFY A COMPANY : If you want to check that a business displaying the Approved Code Scheme logo is genuinely a member of the scheme, please enter their details in the search box at the top of the page (or use the main search box on the Homepage).

The TPO Code of Practice

back to index ↑

The Property Ombudsman Codes of Practice cover a range of sectors in the property industry including residential and commercial lettings and sales, buying agents and companies in England, Scotland, Wales, Northern Ireland and the Channel Islands.

The Code comprises of two elements:

Best Practice - standards set above the minimum level required by law.
Legal Obligations - standards set by law.

TPO Members are expected to conduct their business practices in-line with both elements of the Code. In line with the Ombudsman’s Terms of Reference, TPO can consider complaints raised by consumers against TPO Members against these obligations.

TPO have worked closely with the Chartered Trading Standards Institute (CTSI) to obtain approval of their Codes of Practice so that members can benefit from being allowed to display the Approved Code logo to consumers.

Read The TPO's Code of Practice

Why is a Code of Practice so essential in this Sector?

back to index ↑

Choosing where to live is one of the most important decisions that you can make as well as one of the most expensive and stressful.

There is often a disparity between the knowledge and experience of a business and a consumer which can lead to confusion, misunderstanding and disputes. Given the complexity and circumstances of each move, compliance with key overarching principles of best practice can allay the vast majority of issues.

Summary of the TPO Code of Practice

back to index ↑

There are currently ten Codes of Practice covering different sectors and countries within the UK which are regularly reviewed in the context of recent casework insight and evolving legislation and regulation. These are:

Codes of Practice for Residential Letting Agents (England)
Codes of Practice for Residential Letting Agents (England, Wales and Northern Ireland)
Codes of Practice for Residential Estate Agents (England, Wales and Northern Ireland)
Codes of Practice for Commercial & Business Agents
Codes of Practice for Residential Buying Agents
Codes of Practice for Residential Property Buying Companies
Codes of Practice for Residential Letting Agents (Scotland)
Codes of Practice for Residential Estate Agents (Scotland)
Codes of Practice for Residential Letting Agents (Channel Islands)
Codes of Practice for Residential Estate Agents (Channel Islands)

Read TPO's Codes of Practice (ext. website)

What types of businesses are Members of The TPO?

back to index ↑

TPO's Member businesses include Estate and letting agencies, residential leasehold management companies and a range of property professionals including landlords, buying agents, surveyors and buying companies.

How are businesses vetted - before and after joining?

back to index ↑

New members must meet a range of criteria designed to protect consumers such as having professional indemnity insurance, client money protection and money laundering supervision in place.

Member businesses are subject to compliance audits which check that proper complaints handling procedures are in place. A range of assured advice from Trading Standards and complaints handling toolkits is available to businesses to drive awareness and best practice.

What happens if a business breaks the TPO Code of Practice?

back to index ↑

At Adjudication, if it is decided that a consumer received an unreasonable level of service, the property business can be instructed to do any one of the following:

take steps to improve the way they work
take steps to put matters right
pay you compensation
limit their fees
issue a formal apology

Disputes and Complaints

back to index ↑

As a consumer, if you ever enter into a dispute with a business that is a member of The Property Ombudsman, the business must offer you Alternative Dispute Resolution (ADR). This is a simpler, cheaper and faster alternative to going to Court. And the adjudications of the independent ADR body are binding on the business (although you are still free to go to Court afterwards).

Offering customers ADR is a mandatory and non-negotiable requirement for membership of the Approved Code Scheme - ensuring that only the best, most customer-centric businesses remain in the scheme. It also acts as a powerful incentive for any member business to treat you with respect, courtesy and fairness, at all times.

TPO's Alternative Dispute Resolution (ADR) :

Independent ADR Body	Independent Reviewer
Website	Click here for more information
NOTES

Complain about a TPO Member business

If you feel you have been mistreated by a business that is a member of the Approved Code Scheme, there are steps you can take. In the first instance, please reach out to them - explaining the nature of your complaint in clear and unambiguous language, and mentioning that you are aware of their membership of the The Property Ombudsman and the Approved Code Scheme. In most cases, this approach will ensure your complaint receives proper attention - and, ideally, a resolution will be forthcoming. If you are not happy with the result, they must offer you Alternative Dispute Resolution, or you can request it.

Only if this approach fails to bear fruit should you contact TPO, or their nominated ADR body (see their contact details, above) - who will then do their best to help you resolve your dispute with the business.

TPO's Advice :

Customers should ask for a copy of the business’s formal complaints policy. This should be available on their website. Once you have completed their complaints procedure, or if the business has not responded to your concerns within 8 weeks, you can refer your complaint to us if they are registered with us using our search tool.

The Property Ombudsman Scheme can consider a complaint referral if:

Eight weeks have passed since you complained to the property business and either have not received a response or have not received a final response under their internal complaints procedure.
You have complained within 12 months of the event you want to complain about, or the date you became aware of it.
You have referred your complaint to TPO within 12 months of receiving their final response.

Complain about The Property Ombudsman

The Property Ombudsman is committed to providing the highest standards of service. In the event that you would you like to complain about The Property Ombudsman, notify the relevant department if you’re unhappy with any aspect of the service to see if it can be rectified or explained.

Any complainant who is unhappy with the service they have received from The Property Ombudsman can complain to the Independent Reviewer.

The Independent Reviewer’s Terms of Reference limit their consideration to service complaints, in other words, the way complaints have been handled, the work of the office and the conduct of its staff.

If the Independent Reviewer upholds a service complaint they may recommend to the Ombudsman that an apology be made and/or that appropriate compensation be paid (equivalent to that which the Ombudsman would award in similar circumstances) for any distress or inconvenience caused by the shortfall in level of service given.

Organisation Information

back to index ↑

Code Sponsor Name	The Property Ombudsman
Website	www.tpos.co.uk
Contact Number	01722 333306
Email or Online Form	admin@tpos.co.uk
Contact Address	Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Corporate Details (from Companies House) :

Registered Name	THE PROPERTY OMBUDSMAN LIMITED
Company Reg. No.	3339975
Established	1997
Reg. Address	Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Return to the Approved Code Directory

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.