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
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