"More than 99% of businesses comply with our decisions and pay awards when directed, so consumers can feel confident that where we award compensation, they will receive this"
- Lesley Horton - The Property Ombudsman
Two letting agents have been expelled from the Property Ombudsman scheme after failing to hand over rental income owed to landlords.
The firms were referred to the Ombudsman’s compliance committee, which ruled that both should be excluded.
Aldous Craig, based on High Street in Thames Ditton, Surrey, was ordered to pay £8,800 to a landlord after withholding rent paid by tenants. The firm did not respond to the complaint, and the Ombudsman upheld the claim after reviewing evidence showing that tenants had made the payments.
JNG Estates was also involved in a case where a landlord alleged that rent was not passed on. The Ombudsman supported the complaint and increased the award by £200 to reflect the distress caused by the agent’s conduct. The business, located on Kirkham Street in Blackheath, southeast London, was directed to pay £2,856 in total.
Both firms are now unable to trade legally, due to redress requirements and the Ombudsman’s memorandum of understanding with the other recognised scheme.
So far in 2025, 11 businesses have been removed from the Ombudsman’s register. The service’s compliance checks and consumer enquiry system, which supported more than 73,000 people last year, has helped prevent many disputes from escalating.
“More than 99% of businesses comply with our decisions and pay awards when directed, so consumers can feel confident that where we award compensation, they will receive this,” explained ombudsman Lesley Horton (pictured). “We work proactively to support businesses and carry out more than 2,000 compliance audits each year. There is a very small number of businesses who do not pay and as we see here, we will take further action if needed.”
All relevant organisations, including local and national Trading Standards as well as property portals, have been informed of the expulsions.
