UK takes lead in European Estate Agency Redress

‘There were many expressions of interest in the UK model and the concept. I explained that by following the standards laid down in the Codes of Practice, by giving feedback to agents on the issues that arise, and generally through promoting best practice the TPO had contributed towards an improvement in estate agency standards,’ says Mr. Hamer in his second interim report for 2011.

‘I hope I was able to show how the estate agency sector in the UK, through supporting the TPO, is well advanced in taking customer service seriously and in adhering to standards of business operation. Now we have met, the various Ombudsmen at the Congress have committed to liaising on important matters and assisting other countries to introduce such schemes.’

Figures in this report show that since the start of January, 2011, the number of lettings cases referred to Mr. Hamer continues are 25 per cent above the equivalent period last year. By contrast, sales referrals are slowing and account for only 43 per cent of TPO’s workload, contrasting with 2010 where the split was 49 per cent sales, 51 per cent lettings.

During the period of the report, TPO received 1,572 enquiries regarding property sales, a decrease of 14 per cent compared with the same period in 2010 while lettings enquiries showed a decline of 15 per cent (2,724 in 2011 compared with 3214 in 2010).

These falls come despite a rise in the number of agency branches covered for both sales (11,225 in 2010, 11,505 in 2011) and lettings (7,669 in 2010, 8,431 in 2011).

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