TPO report reveals one agent’s £21,972 referencing mistake

first_imgThe value of awards that The Property Ombudsman (TPO) told agents to pay disgruntled customers tripped over £1 million for the first time last year, its annual report reveals, along with details of one case that cost a letting agent over £20,000.Property Ombudsman Katrine Sporle (pictured, right) is to launch the report at an event later today at the House of Lords that will show total awards reaching £1.2 million in 2016 while the number of difficult cases increased by 7.5% to 3,553.Common complaintsLettings attracted the largest number of resolved cases at 1,997 with those complaining being fairly evening split between landlords and tenants.The average letting award was £531 but the highest was £21,972 (see case details below). The most common complaint was about property management.In sales, two thirds of complaints came from sellers and the remainder from buyers and the average award was £397, while the most common complaint was about communication and record keeping.“TPO works with the industry and consumers to get things right, put things right and set things right,” says Katrine.“This year, TPO’s Codes of Practice, approved by Chartered Trading Standards Institute (CTSI), have been revised to clarify many of the issues consumers found confusing or misleading, including full disclosure on fees and charges, pre-contract deposits and referencing.“It is evident that the vast majority of consumers are happy with their agent. To help paint an overall picture, the 1,310 sales complaints resolved by TPO in 2016 equates to 0.1% of all sales transactions completed during the year.”£21,972 mistakeTPO’s report includes details of a case that led to an £21,972 award, highlighting how referencing admin mistakes can be very expensive.An unnamed agent was instructed to find a tenant by a landlord. It then requested a reference from a third-party provider, which ‘passed’ the tenant but said it had not ID checked them.The agent then told the landlord that the tenant has “passed referencing” even though no ID check had been completed. The real identity of the tenant then emerged, including how they owed their previous landlord £12,500.The tenant paid no rent on the second property in question and it cost the landlord over £20,000 to evict them, a bill which TPO then instructed the agent to reimburse the landlord for.  Read the full 2016 TPO report.Katrine Sporle The Property Ombudsman TPO June 22, 2017Nigel LewisWhat’s your opinion? Cancel replyYou must be logged in to post a comment.Please note: This is a site for professional discussion. Comments will carry your full name and company.This site uses Akismet to reduce spam. Learn how your comment data is processed.Related articles BREAKING: Evictions paperwork must now include ‘breathing space’ scheme details30th April 2021 City dwellers most satisfied with where they live30th April 2021 Hong Kong remains most expensive city to rent with London in 4th place30th April 2021 Home » News » Associations & Bodies » TPO report reveals one agent’s £21,972 referencing mistake previous nextAssociations & BodiesTPO report reveals one agent’s £21,972 referencing mistakeNumber of complex complaints and value of awards are on the rise, says Katrine Sporle.Nigel Lewis22nd June 20170729 Viewslast_img read more