The Property Ombudsman (TPO) has highlighted the need for closer integration between regulation and redress mechanisms. This comes as the government prepares to introduce independent regulation for property agents across the UK.
Lesley Horton, TPO's chief ombudsman, stated that while regulation offers opportunities to improve the sector through training standards and professional conduct, it must collaborate with redress providers to ensure meaningful consumer protection. Horton noted that consumers often expect TPO to have regulatory powers, such as closing agencies, which are beyond a redress provider's scope.
TPO's Initial Enquiries function collects consumer questions before they become formal complaints, providing a broader market picture. Horton believes this data can act as an early warning system for emerging patterns and risks, enabling regulators to target guidance and intervention.
The government has confirmed the principle of independent regulation, licensing, and qualifications for property agents, with details on structure and operation still under development. Horton argued that a single ombudsman alongside a single regulator would provide clearer frameworks for both agents and consumers.
Horton concluded that if regulation sets clear standards, redress offers accessible complaint routes, and complaint evidence informs regulatory priorities, the property sector would be strengthened for consumers and responsible businesses.