The Property Ombudsman scheme’s annual report, just released, reveals that there has been a dramatic 32 per cent surge in the number of formal complaints.

A total of 16,265 enquiries from consumers seeking advice were received; but there were 3,304 formal complaints resolved – 32 per cent up on the previous year.

Agents were instructed by TPO to pay compensation awards of £811,134, with the single biggest payment being almost £17,000 for a lettings dispute.

TPO reports that its sales and lettings agency membership has grown 82 per cent in the last five years: 35,374 offices are now signed up. 

The Property Ombudsman, Katrine Sporle, says of the higher number of resolved cases: “This is good news for consumers and redress, but not so great for the reputation of agents who collectively paid out over £800,000 in awards. My message for those agents is simple; pay more attention to TPO’s Codes of Practice and raise your standards.”

On the lettings side, the key statistics are:

– 1,965 formal complaints were resolved (33 per cent more than the year before);

– 83 per cent of complaints were supported by the Ombudsman;

– 50 per cent of complaints were made by landlords, while 47% were made by tenants;

– the highest award issued last year was £16,954 for a lettings dispute;

– he average lettings award was £522;

– the regions with the highest volume of complaints were the South East (24 per cent) and Greater London (24 per cent), followed by South West (9 per cent);

– the top three causes of complaints were: ‘Management (including repairs and maintenance)’, ‘Communication and record keeping’ and ‘End of tenancy issues (e.g. deposits, disputes and damages)’.

On the estate agents and sales side:

– 1,220 formal complaints were resolved (27 per cent up on the year before);

– 73 per cent of complaints were supported by the Ombudsman;

– 60 per cent of complaints were made by sellers, 35 per cent by buyers;

– the average sales award was £374;

– regions with the highest volume of complaints were the South East (26 per cent) followed by South West (13 per cent) then Greater London (11 per cent);

– the top three causes of complaints were: ‘Communication and record keeping’, followed by ‘Marketing and advertising’ and ‘Instructions/terms of business/commission/termination’.