Industry Interview: Katrine Sporle CBE, Property Ombudsman.

What attracted you to take up the role of the new Property Ombudsman?
As soon as I heard about this role I had a really good feeling. For me, it’s the right time, right place and a right fit for my skills and experience. Also, co-incidentally, a close friend of mine has recently used The Property Ombudsman for the first time and she was truly impressed by the efficient and effective service she received from TPO, and the prompt response from the estate agent involved.

Have you any new ideas that you will be bringing with you which we can look forward to seeing being actioned by Property Ombudsman?
I do so hope so, but all in good time! Christopher Hamer will be a hard act to follow. He has done a tremendous job in raising the profile of the TPO scheme and therefore standards in the industry. I was very struck by his comment that 99% of complaints spring from miscommunication. I would really like to talk some more with colleagues about where the focus of effort should be to reduce the number of complaints to the Ombudsman  in the first place.

How do you see the current situation with how the industry as a whole deals with complaints between agencies and consumers?
It’s too early for me to judge or comment on this. I have a lot of listening and learning to do!

Is there room for improvement?
Always!  My whole work ethic is based on continuous improvement, shared success and endeavour.

How important do you think social media is to this industry sector, now that it gives consumers a greater platform to voice their experiences and feedback?
It’s a really interesting subject. Used well, social media can really help the consumer to be alert to models of good practice, enabling comparisons to be made about standards and service. Does it raise expectations beyond what can be delivered? Does it promote a something for nothing approach?  I don’t know, but I’m really looking forward to finding out! I do know that The Property Ombudsman currently has a large Twitter following and does indeed receive regular complaints via this social media outlet. It’s a power platform for not only consumers but also property professionals too. I intend to use social media in conjunction with other tools as much as possible to provide members and consumers with up to date guidance.

 

A big thank you to Katrine for taking the time to answer our questions. If you want to find out more about the Property Ombudsman then their website is: https://www.tpos.co.uk

If you want to catch up with TPO on Twitter then follow them via: https://twitter.com/TPOmb

Christopher Walkey

Founder of Estate Agent Networking. Internationally invited speaker on how to build online target audiences using Social Media. Writes about UK property prices, housing, politics and affordable homes.

You May Also Enjoy

Breaking News

Weekly News Roundup – 12/04/24

A roundup of the week’s top property and proptech news stories in partnership with Proptech-X Table of Contents The Property Franchise Group partners with Coadjute Leasecake receives $10M to further serve real estate and location management operations for multi-unit operators Gravity Co launches 6th property in Notting Hill, London   The Property Franchise Group partners…
Read More
Breaking News

Breaking Property News – 11/04/24

Daily bite-sized proptech and property news in partnership with Proptech-X.   The Property Franchise Group (TPFG) partners up with Coadjute Network I know, yet another piece about one of my clients, but again it is big news and speaking personally great news, as estate agency is still unfortunately until now in the foothills with how…
Read More
Rightmove logo
Breaking News

Rightmove’s Weekly Mortgage Tracker

Headlines The average 5-year fixed mortgage rate is now 4.84%, up from 4.49% a year ago The average 2-year fixed mortgage rate is now 5.22%, up from 4.82% a year ago The average 85% LTV 5-year fixed mortgage rate is now 4.79%, up from 4.50% a year ago The average 60% LTV 5-year fixed mortgage…
Read More
Breaking News

Breaking Property News – 10/04/24

Daily bite-sized proptech and property news in partnership with Proptech-X.   Leasecake receives $10M to further serve real estate and location management operations for multi-unit operators Leasecake, a pioneer in lease and location management solutions tailored for multi-unit operators, today announced the closure of a $10 million Series A extension round. This significant infusion of…
Read More
Estate Agent Talk

Sustainable Home Energy: 3 Options for Greener Living

In today’s world, where environmental concerns are at the forefront of global discussions, the concept of sustainable living has gained significant traction. One of the key areas where individuals can make a tangible difference is in their homes, particularly by transitioning to sustainable energy sources. In this article, we explore three primary options for greener…
Read More
Breaking News

Breaking Property News – 09/04/24

Daily bite-sized proptech and property news in partnership with Proptech-X.   Gravity Co launches 6th property in Notting Hill, London London, Tuesday 9th April 2024 – Gravity Co, the London based leader in co-living and PRS brands dedicated to fostering community, flexibility, wellbeing and professional growth is thrilled to announce the launch of its 6th property in…
Read More