The Property Ombudsman expels Allen & Crane Estates for two years following landlord complaint.

Allen & Crane Estates, a sales and lettings agent based in Burnham near Slough, has been expelled from membership of The Property Ombudsman (TPO) for a minimum of two years after failing to comply with numerous elements of the Code of Practice for Residential Letting Agents and subsequently failing to pay an Ombudsman’s award made of £1,600 to the complainants.

The decision to exclude Allen & Crane Estates from TPO membership arose following a complaint from landlords who raised a number of concerns connected with the performance of the agent when they let a property through the agent.

All of the complaints made by the landlords were upheld to varying degrees by the Ombudsman, Christopher Hamer. The agent allowed tenants to take occupation of the property without the landlords’ knowledge and without evidence of reference checks having been carried out, making them in breach of paragraphs 7b and 7g of the TPO Code of Practice. There was also a delay in providing the landlords with a copy of the tenancy agreement. Other issues included the agent’s failure to obtain any security deposit or a valid guarantor agreement, failure to provide regular and clear statements of account following rent being paid in irregular instalments and finally their inability to demonstrate that they had inspected the property regularly or upon check-out. The complainant also complained that Allen & Crane Estates were difficult to communicate with

Following the investigation, the Ombudsman awarded the complainants a total of £1,600 in compensation. Allen & Crane Estates have still not paid the award.

Christopher Hamer commented “My role as Property Ombudsman is to impartially review complaints made by members of the public against agents based on the evidence that is submitted to me. I aim to promote a resolution in full and final settlement of a complaint, and will determine appropriate redress where I am satisfied that the actions of an agent have disadvantaged a complainant. In examining the issues involved, I take into account the relevant parts of the TPO Code of Practice and the obligations contained therein. The shortcomings in the service provided by Allen & Crane Estates that I identified, particularly with regards to the lack of referencing and security deposits, are serious, and are matters which have significantly disadvantaged the complainants. I therefore supported the complaints that have been made.”

The Disciplinary and Standards Committee (DSC) of TPO considered that Allen & Crane’s failure to comply with the Code and to pay the award were serious and flagrant breaches of the Code of Practice and decided Allen & Crane should be excluded from TPO for a minimum of two years.

Allen & Crane Estates had been a member of TPO since May 2007, but withdrew whilst this complaint was being considered. They instead joined the Property Redress Scheme who were unaware of the disciplinary action against this agent, but have since suspended membership and this will not be reinstated until the award has been settled.

Christopher Hamer commented: “Agents cannot avoid paying awards if they jump from one scheme to another. Under the guidance of the Department for Communities and Local Government the three approved redress schemes will not accept into membership any agent that does not meet its obligations to another scheme. Allen & Crane’s membership with PRS has now been suspended and will not be reinstated until they receive confirmation from TPO that the award has been paid in full and the issue has been resolved.”

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

Estate Agents should not all look the same
Estate Agent Talk

How to Become an Estate Agent with No Experience

Breaking into the property industry can seem intimidating – especially if you’ve never worked in it before. But the good news? You don’t need years of experience or fancy qualifications to start a career as an estate agent in the UK. In fact, many successful estate agents started with no background in property at all.…
Read More
buying at auction uk
Estate Agent Talk

9 Advantages of Selling Your House by Auction

Selling your house by auction might seem like a daunting prospect, but it comes with numerous advantages that can make it a highly attractive option. While the traditional method of selling through an estate agent has its place, auctions are increasingly becoming a popular choice for homeowners looking for a swift and reliable sale. Here…
Read More
Breaking News

Majority of Tenants Unsure How Changes Will Affect Them, Says LRG

With major changes to the private rental sector on the horizon, 62% of tenants say they don’t know whether the government’s Renters’ Rights Bill will address their concerns – highlighting a growing need for clearer communication around what the reforms will mean in practice. LRG’s latest Lettings Report shows that while landlords are widely aware…
Read More
Home and Living

Perfume Storage Tips: How to Keep Your Fragrances Fresh

Perfumes are sensitive compositions that can be significantly affected by how they are stored. Proper storage ensures that your favorite fragrances stay fresh and maintain their intended scent profile. In this article, we’ll explore practical, fun, and effective tips to help you preserve your perfumes in perfect condition. Understanding the Sensitivity of Perfumes Perfumes are…
Read More
Breaking News

Renters’ Rights Bill Delay Causing Uncertainty for Tenants and Landlords

Ministers need to tell landlords and tenants when measures in the Renters’ Rights Bill will take effect the National Residential Landlords Association (NRLA) is today warning. The Government pledged last year to abolish Section 21 ‘no explanation’ repossessions and to make other changes to the rental market this summer. With the Bill not scheduled to…
Read More
Breaking News

Breaking Property News 02/04/25

Daily bite-sized proptech and property news in partnership with Proptech-X.   Made Snappy 360 appoints new CEO and Sales Director to accelerate growth in the property technology space Made Snappy 360, the fast-growing proptech company known for its virtual tours and floor plan technology, has appointed industry veteran Mark Beresford-Ward as its new Chief Executive…
Read More