The Ombudsman - Compliance and Best Practice

The Property Ombudsman’s role is to outline best practice and professional diligence for agencies. This course will look closely at the requirements of the ombudsman and alternative dispute resolution schemes to provide delegates with a clear understanding of how to remain compliant.

The course will provide an overview of how to run an agency well and treat customers fairly, using case studies and examples to enable agents to provide a high level of service. Attendees will learn how to advertise for new business, conduct a market appraisal and avoid complaints or legal action.


Agents wishing to understand the importance of the Ombudsman rules in order to avoid any customer complaints.


The Ombudsman - Following Rules and Best Practice for a Compliant Lettings Business

  • Propertymark Westminster, SW1P 3JS - Tuesday 25th September 2018 13:30 - 16:30
    Spaces available
    Member Price: £85.00 (+VAT)
    Non-member price: £125.00 (+VAT)
  • Propertymark Westminster, SW1P 3JS - Wednesday 5th December 2018 13:30 - 16:30
    Spaces available
    Member Price: £85.00 (+VAT)
    Non-member price: £125.00 (+VAT)


Explanation of redress and alternative dispute resolution
The legislation that relates and emphasises that whilst the Ombudsman is not a regulator he has a particular role in defining best practice in the industry.

The Codes of Practice and the relevant legislation


  • TPO Codes
  • Consumer Protection from Unfair Trading Regulations
  • Cancellation Regulations
  • Consumer Rights Act
  • Immigration Act
  • Deregulation Act
  • Housing and Planning Bill

Implications of Non Compliance
Not just legal sanctions but the impact on business in terms of time taken to deal with matters.  The importance of staff being equipped to understand their responsibilities

Understanding what you need to do
A run through the main aspects of business and what you either must do or should do to provide proper and focused customer service to improve your business.

  • General Obligations – treating customers fairly / keep records / avoid conflicts
  • Advertising for new business
  • Marketing the Property
  • Instructions, Terms of Business, Fees, Charges
  • Client Agreement
  • Published material about the property, viewings
  • Offers
  • Referencing
  • Tenancy Agreement, Inventories and Deposits
  • Bonds
  • Rent Collection
  • Management of the Property
  • End of tenancy – deposit disputes and damages
  • Client money
  • Complaints handling, referrals to the Ombudsman 

What would you do? 
A series of case studies for delegates to consider and explain their approach and level of award if appropriate.

The importance of treating customers fairly and understanding the rules so that complaints do not arise in the first place.

Waiting list

If the date you would like is fully booked and you would like to be placed onto the waiting list, please email with your name, contact details and how many places you would like; if a place becomes available we will then contact you. Alternatively if we have sufficient interest we will try and arrange an additional date for the course to run. 

In-house training

This course is also available in-house. For more information on this please contact the Courses department on 01926 417 787 or email

Alternative dates or locations

To register your interest in alternative dates and locations for this course please email


Level: Intermediate
CPD: 7 hours

face to face

Face to Face

Meet Your Trainer

Sue Hopson

Sue Hopson

Sue began her property career in the social housing sector and then moved into the private rented sector in 2002. She has been a Lettings Manager at different successful businesses in Dorset and later joined a prominent franchisor as their Brand Standards Manager and was subsequently promoted to Executive Head of Brand Standards.

She was one of the first in the country to be awarded a Diploma in Lettings and Property Management and believes that knowledge and customer service is key to being successful.

Sue now acts as a consultant to businesses associated with the private lettings sector specialising in compliance and audit.