Complaint teams created at TPO to meet consumer demand

Complaint teams created at TPO to meet consumer demand
This new role is one of several key changes that will enable us to deliver a more streamlined service that puts the consumer at the heart of the process

The Property Ombudsman has created a Deputy Ombudsman role and reorganised the way it reviews complaints to ensure agents and consumers receive an improved service and faster outcomes through new dedicated teams and technology.

TPO, which helps more than 16,000 consumers every year, has appointed Jane Erskine to the role of Deputy Ombudsman. Having started her career as a Solicitor in a private practice, a position held for over eight years, Jane joined TPO in 2007 as Case Officer, responsible for investigating complaints against property agents.  Over the last ten years, Jane has become an integral part of TPO’s senior management team, most recently in her role as the scheme’s Casework Director.

In addition to her responsibilities with casework matters, Jane will continue her work with the Ombudsman Association and industry groups as a guest speaker and industry expert on case reviews, quality and standards.

Katrine Sporle, Property Ombudsman said: “The Deputy Ombudsman will play a crucial part in the scheme’s future growth and development. Jane’s extensive experience and intimate knowledge of case law and the property sector has been a valued asset for many years and I look forward to working with her as we make improvements to enhance our service offering.

This new role is one of several key changes that will enable us to deliver a more streamlined service that puts the consumer at the heart of the process.”


Under the new structure, which came into effect from 3rd January 2017, the UK’s largest property dispute resolution service will now allocate each complaint to a multi-disciplinary case team consisting of Adjudicators, Dispute Resolution Advisors and Case Management Officers.  This means that every new case will be assigned to a dedicated team that will manage the entire process from start to finish.

The changes are underpinned by the installation of a new telephone system, a new CRM system, and a new online portal that will transform the way the scheme reviews complaints by allowing agents and consumers to review live case updates, with additional functions for agents who will soon be able to renew their membership and update their contact systems at the click of a button.

Katrine added: “This is very much a work in progress that aims to provide modern services that are fit for purpose now and in the future, which have been designed to reflect the needs of both consumers and agents.”

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Latest Comments

Kelvin Lloyd
Kelvin Lloyd 09 Oct 2017

IT is up, to the Planners. If they will only give permission for bungalows on certain (suitable) sites, they will be built.

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maggie swift
maggie swift 09 Oct 2017

It's just the beginning of the shocking rise.

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maggie swift
maggie swift 09 Oct 2017

I have recently read that the bungalows can provide social housing for elderly residents in London.

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zoe glover
zoe glover 05 Oct 2017

Update! Worst company I have ever dealt with. Undervalued a Cambridge property by over 100k, wont take on any evidence of valuation including a RICS valuation done 3 years ago for the very same value...

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Paul Edwards
Paul Edwards 27 Sep 2017

Its nonsense articles such as this that make it harder to get clients to realise just how difficult the market is out there. When you see Rightmove and there are more 'price reduced' then 'new' most days...

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Tom Allen
Tom Allen 20 Sep 2017

Absolutely agree with you!

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RyanGeo
RyanGeo 18 Sep 2017

A sharp correction would be a less dramatic expression to use. That is already underway in certain sectors in Reading where I practice as Chartered Surveyor

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sean benton
sean benton 01 Sep 2017

Identity theft is a thread for any profession. So,people should stay alarmed. I once take help from a letting agent and came to know that letting agents are taking every precaution to prevent fraudulent...

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Mark N.
Mark N. 30 Aug 2017

We have seen a surge in instructions over August and that should continue into September too.

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Chris
Chris 30 Aug 2017

Unfortunately, all the legislation bears its force on Landlords and ignores, naively, the effect of Rogue Tenants on the ability of landlords to keep houses in repair and offer properties for rent at reasonable...

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Christian Donovan
Christian Donovan 18 Aug 2017

The write-down on house values, combined with the fall in the GBP saddled the fund?s property portfolio with a 1.4% loss in the second quarter. The shocking amount of $240 million.

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Samantha Goodman
Samantha Goodman 11 Aug 2017

Interesting point of view.

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