What It Means to Be Members of The Property Ombudsman
The Property Ombudsman
At Rental Asset Management, we believe that trust, transparency and professionalism are the foundations of great customer service. That’s why we’re proud to be members of The Property Ombudsman (TPO).
At Rental Asset Management, we believe that trust, transparency and professionalism are the foundations of great customer service. That’s why we’re proud to be members of The Property Ombudsman (TPO).
But what does that actually mean for you as a customer?
What Is The Property Ombudsman?
The Property Ombudsman is a government-approved, independent redress scheme for property agents in the UK. It provides consumers with protection and peace of mind when buying, selling, renting, or letting property.
Membership is not automatic, agents must apply, meet strict entry requirements, and agree to operate under TPO’s Codes of Practice.
For you, that means accountability, transparency, and reassurance that you’re working with a regulated professional.
It is now compulsory as a UK letting agent to be a member of a redress scheme.
The Codes of Practice We Must Follow
As members, we are legally and professionally required to adhere to TPO’s Codes of Practice, which set out clear standards for how estate and letting agents must operate.
These codes cover:
1. Transparency & Fair Dealing
We must:
Provide clear and accurate property information
Avoid misleading advertising
Disclose all relevant fees and charges upfront
Communicate honestly and promptly
2. Professional Standards
We are required to:
Act in your best interests
Treat all parties fairly and without discrimination
Maintain high levels of staff training and competence
Follow all relevant property legislation
3. Handling of Client Money
We must:
Keep client money separate from business funds
Maintain proper accounting records
Follow strict financial procedures
4. Complaints Handling
If something ever goes wrong:
We must have a clear, written complaints procedure
We must respond within defined timescales
If an issue cannot be resolved internally, you can escalate it to The Property Ombudsman for independent review
What Protection Does This Give You?
Being members of The Property Ombudsman means:
You have access to a free, independent complaints resolution service
You are protected by a formal Code of Practice
You are dealing with a business committed to ethical conduct
There is external oversight and accountability
If an agent is found to have breached the Code, The Property Ombudsman can require corrective action and even award compensation where appropriate.
Our Commitment to You
For us, membership isn’t just a badge, it’s a commitment.
It reflects our promise to:
Operate with integrity
Put customers first
Communicate clearly
Handle your property transaction with professionalism and care
Your rental property is likely your biggest asset and renting property can be one of life’s biggest decisions. You deserve to work with agents who are accountable and committed to doing things the right way.
If you’d like to know more about how our membership protects you, please feel free to contact us.