TPO undergoes staff exchange in new initiative to deliver best practice.

Two members of staff, one from The Property Ombudsman the other from Northwood UK, switched roles for a week in order to gain greater experience and knowledge of each other’s positions within the industry.  

The exchange was instigated by Property Ombudsman Christopher Hamer as part of TPO’s ongoing application to raise standards within the industry.  Hamer commented “It is important to emphasise the need for agents to deal promptly and professionally with complaints and equally it is hugely beneficial for my office to be aware of the practical issues agents face when trying to resolve matters themselves. This exchange will, I hope, help bring about a good understanding of the challenges agents might come up against before unresolved disputes are referred to me. It will also help educate on the meticulous process which occurs in my office prior to determining resolution of a dispute.”

Gemma Currie, First Contact Evaluation Officer at TPO, spent a week at Northwood in Fareham and Portsmouth learning about a typical day as a letting agent and how the company handles complaints. She commented “Complaints are only a small element of an agent’s business, but a time consuming one.  It was extremely interesting to attend inspections and see cases from an agent’s point of view. Minimising the chances of issues escalating is what we at TPO strive for, so it was reassuring to see how thorough Northwood’s procedure was and how much work goes into resolving cases in the first instance.”

Lauren O’Neill, Complaints & Legal Support at Northwood, spent the week between the Complaints Operations Department and the Assessment Resolution Team at TPO. She learnt of the kinds of grievances handled by TPO from consumers who are buyers, sellers, landlords or tenants of residential property, what causes those disputes and how agents could stop them being brought to the Ombudsman’s attention in the first place

Eric Walker, Northwood’s Managing Director, said: “We were absolutely delighted to take part in this initiative. TPO has provided the industry with an immense service, which we agreed would be enhanced by demonstrating front line issues experienced by agents. In return, we gained a better understanding of the challenges faced by the Ombudsman’s team. Lauren has brought back some excellent ideas and we are certain Gemma has gained a better understanding of what letting agents face on a daily basis together with an appreciation of how hard the vast majority of agents work to protect consumers’ interests. I wish to record my appreciation to Chris Hamer for this great opportunity”. 

Christopher Hamer, Property Ombudsman concluded “This exercise was invaluable in creating an awareness for both TPO and Northwood of each other’s roles and realism in handling disputes. It would be extremely helpful to visit all TPO members so we can educate staff further and continue to provide relevant and practical guidance on best practice. Unfortunately, that is a practical impossibility, but if more members were interested in an exchange, subject to resources, I would certainly consider it. I wish to thank Eric Walker for his positive and constructive approach to this initiative”.

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

Popping the Asking Price Bubble

Where in the Uk Can Buyers Snap Up Property Bargains and Where Properties Go for a Premium Above Asking Price   New research from fast selling property company, Upstix has uncovered the UK’s most surprising postcodes for snapping up a property at bargain prices this year, highlighting a widening gap between sellers’ expectations and the…
Read More
Rightmove logo
Breaking News

Highest demand to lease office space since pre-pandemic

The latest insights from the UK’s number one commercial property website Rightmove, reveals that the number of unique enquiries to lease office space is at its highest point since pre-pandemic, as businesses look for spaces that meet modern requirements. Demand to lease office space is 19% higher than the same period a year ago and…
Read More
Planning disputes on new build land
Estate Agent Talk

Planning consultations for major infrastructure to be streamlined

Robert Bruce, a planning and infrastructure partner at law firm Freeths LLP, said he: “Welcomed the change as a significant step to speeding up the DCO process and the focus on the quality and effectiveness of the consultation, rather than box ticking and a risk averse approach to pre-application consultation due to the current legal…
Read More
Breaking News

‘The property ladder pulls further away’ warns Open Property Group

For many first-time buyers across England, the dream of homeownership continues to slip further out of reach. Despite rising wages, soaring house prices are making it harder than ever to get on the property ladder. A leading UK professional house buying company ‘Open Property Group’ based in Buckinghamshire UK, has raised concerns over the ongoing…
Read More
Estate Agent Talk

How Long It Takes to Buy a House in the UK: 5 Common Delays That Can Slow Down Your Home Purchase

Wondering how long it takes to buy a house in the UK? The average timeline ranges from 8 to 22 weeks, but even that can stretch significantly due to unexpected delays, especially if you’re a first-time buyer or caught in a chain. That’s why working with experienced professionals like Belvoir — one of the UK’s…
Read More
Love or Hate Rightmove
Breaking News

Rightmove to host Renters’ Rights Bill webinar with Guild of Lettings

Rightmove is hosting a live and interactive webinar session with the Guild of Lettings to help agents get Renters’ Rights Ready. The webinar will take place from 10:00am – 11:00am on Wednesday 23rd April. Susie Crolla, Managing Director for the Guild of Lettings, will be joining Rightmove to help agents with questions they may have about…
Read More