The Property Ombudsman has urged stronger coordination between regulatory oversight and complaint resolution ahead of the UK’s planned introduction of independent regulation for property agents. Lesley Horton, the organization’s chief ombudsman, states that current systems fail to align these functions, creating unnecessary delays and consumer frustration. Many buyers and renters mistakenly believe The Property Ombudsman (TPO) has the authority to close agencies or ban agents—a responsibility that lies with regulators, not dispute resolution bodies. While regulatory bodies can enforce training and professional standards, Horton argues that complaint resolution must operate in tandem to fully protect consumers.
TPO’s data collection through its Initial Enquiries function reveals a broader range of consumer concerns before they escalate into formal complaints. This system provides an early warning signal for regulators, allowing them to identify emerging risks and target interventions more effectively. However, Horton points out that serious cases must currently be referred to National Trading Standards, which limits the regulator’s ability to learn from lower-level disputes. Without closer collaboration, systemic issues in the sector often go unaddressed.
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Horton’s proposal advocates for a unified approach, with a single ombudsman working alongside a single regulator. This structure would eliminate redundancy and enable both bodies to act on concrete evidence rather than relying on assumptions. The UK government has already committed to independent regulation, licensing, and mandatory qualifications for agents, though the specifics of implementation are still under discussion.
She emphasizes that new codes of practice should be developed based on existing evidence rather than speculative assumptions. The push for integration comes as the property sector undergoes broader changes, including evolving rental markets and restructuring among agency networks. A streamlined system could set clearer expectations for agents while giving consumers more reliable ways to raise concerns.