The Property Ombudsman (TPO) has issued new guidance in responding to growing concern about the prevalence of aggressive practices in the home-buying process, empowering buyers to recognise and challenge unfair practices. With complaints on the rise and increased scrutiny from redress schemes and Trading Standards, estate agents should take time to review their processes, staff training and messaging to ensure compliance.
While agents are entitled to confirm a buyer’s source of funding and may recommend additional services, they must not apply pressure or create a disadvantage for buyers who choose not to use them. Regulations made under the Estate Agents Act 1979 require all offers to be passed to the seller promptly and prohibit discrimination based on a buyer’s service choices.
TPO has publicly raised concerns about a rise in conditional selling complaints, signalling a tougher stance when poor practice is identified. Consumers are being actively encouraged to keep records, challenge agents, and escalate complaints to redress schemes or Trading Standards where necessary.
Propertymark will continue to engage with redress schemes and regulators on this issue and support members with guidance, training and resources as expectations continue to evolve.
For further details contact Mary-Lou Press Alexander Reid & Frazer & NAEA Propertymark President.
While agents are entitled to confirm a buyer’s source of funding and may recommend additional services, they must not apply pressure or create a disadvantage for buyers who choose not to use them. Regulations made under the Estate Agents Act 1979 require all offers to be passed to the seller promptly and prohibit discrimination based on a buyer’s service choices.
TPO has publicly raised concerns about a rise in conditional selling complaints, signalling a tougher stance when poor practice is identified. Consumers are being actively encouraged to keep records, challenge agents, and escalate complaints to redress schemes or Trading Standards where necessary.
Propertymark will continue to engage with redress schemes and regulators on this issue and support members with guidance, training and resources as expectations continue to evolve.
For further details contact Mary-Lou Press Alexander Reid & Frazer & NAEA Propertymark President.