After receiving a record number of enquiries The Property Ombudsman awarded £1.52 million to consumers last year and saw 83 per cent of property disputes resolved in favour of the consumer.
The service dealt with 57,635 queries from clients seeking assistance on property matters, with 62 per cent of lettings enquires coming from tenants. Out of the total figure, 5,644 disputes were accepted for investigation – an increase of 46 per cent from 2022. Most of the contestations were resolved through early resolution but the ombudsman say that the 240 per cent rise in property related discord in the last decade highlights a ‘growing demand for their services’.
Within private lettings, there was a high level of enquiries and disputes relating to repairs and maintenance with 62 per cent of lettings enquiries coming from tenants. A total of £626,383 was awarded in lettings cases. The total awarded to consumers in 2023 represents a 175 per cent increase since 2013.
The independent body claims that consumers are ‘becoming more aware of the options available to them and increasingly demanding justice’.
The Property Ombudsman, Rebecca Marsh said: “We offer much more than dispute resolution, our expert teams provide guidance to resolve consumer issues before they escalate to complaints, saving consumers and businesses time and money.
“We also work with businesses to drive best practice through our Codes of Practice which have become the gold standard for the industry.
“The 99 per cent compliance with our decisions shows the industry wants to deliver high-quality service and offer redress where they fall short.”
