Record number of complaints being dealt with in sales and lettings market

New figures released by the UK’s Property Ombudsman show that a record number of complex complaints in the lettings and sales market were made in the last year.

This resulted in awards of £1.2m – a rise of 51% year-on-year.

Complaints

The annual report from the Ombudsman reveals that this was the first time awards have exceeded the million pounds mark, when the number of complaints increased.

This number has increased by 7.5% to 3,553, while in all, there were 14,218 from consumers looking for advice.

In addition, the number of sales and letting agents joining the Property Ombudsman also increased, by 6.1% and 7% respectively.

Lettings

In the lettings market, 1,997 formal complaints were resolved- a rise of 1.6%. Of these complaints, 51% were made by tenants and 45% by landlords. The average award payout was £531, with the greatest being £21,972.

By region, the greatest number of complaints were in Greater London at 25%. This was followed by 23% in the South East and 10% in the North West.

The top four causes of complaints surrounded:

  • management
  • communication
  • record keeping
  • referencing
Record number of complaints being dealt with in sales and lettings market

Record number of complaints being dealt with in sales and lettings market

Sales

For the sales market, there were 1,310 formal complaints resolved- up 7.4% from the previous year. 61% of complaints were made by sellers, with 35% from buyers and the average award was £397.

Regionally, the highest complaints were in the South East at 25%, followed by the South West with 13% and Greater London at 12%.

The top reasons for complaints in the sales market were for:

  • communication
  • record keeping
  • marketing
  • advertising

Speaking on the figures, Katrine Sporle of the Property Ombudsman, noted: ‘To help put things right, we resolved a record number of complex complaints, which resulted in total awards reaching £1.2m. We will continue to set things right by promoting best practice through our regular case studies.’[1]

[1] http://www.propertywire.com/news/uk/record-number-complaints-dealt-uk-lettings-sales-industries-2016/

 

 

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