Property Ombudsman (TPO)

The Property Ombudsman (TPO) is an independent, government-approved redress scheme that deals with complaints about estate and letting agents and property managers in England and Wales. Most private sector letting and managing agents are legally required to belong to either TPO or another approved redress scheme, and must display which scheme they use in their office and on their website.

If you are a renter and you are unhappy with the way an agent has handled things, for example advertising, viewings, referencing, fees, repairs they manage, or how they have dealt with a complaint, you normally have to use the agent’s internal complaints process first. If that does not resolve matters, you can escalate to TPO, which looks at whether the agent acted fairly and in line with its Code of Practice, and can award compensation or other remedies. Its decisions are binding on member agents, but it does not decide legal rights or tenancy deposit disputes these go to the deposit schemes.

Under the Renters’ Rights Act, a new Private Rented Sector Ombudsman for landlords is being created. This will sit alongside TPO, giving renters redress both against their landlord via the new scheme and against any agent (via TPO or the other approved scheme).