The Property Ombudsman's (TPO) latest figures are in (See the article in The NegotiatorMagazine - Link attached) and reveal a significant 27% rise in consumer contacts in 2024, with over 73,000 issues raised and nearly £1.5 million awarded. This highlights a pressing need for the estate agency and lettings sector to address the root causes of these expensive disputes.

https://thenegotiator.co.uk/news/regulation-law-news/significant-rise-in-complaints-about-estate-agents-revealed/

So, how can businesses turn the tide?

The answer often lies in investing in your team:
Better Pay: Attracts and retains experienced professionals who deliver quality service.

Targeted Training: Equips staff to expertly handle repairs, deposits, sales progression, and crucial complaint resolution.

Industry Qualifications: Ensures a solid understanding of legislation (like the upcoming Renters' Rights Bill & leasehold reforms) and best practices.

Well-paid, highly-trained, and qualified staff are less likely to make errors, can de-escalate issues effectively, and stay ahead of legislative changes – ultimately reducing formal complaints and saving businesses significant costs and reputational damage.

Finding the Right Talent is Key.
Specialist recruiters (like Worth Recruiting) understand the unique demands of the property sector. They can connect you with experienced Estate Agency and Lettings professionals who possess the skills and commitment to elevate your service and minimise costly disputes.

Investing in your people isn't just an expense; it's a strategic move towards a more compliant, efficient, and reputable business.