Complaints to the Property Ombudsman about both letting and sales agents are on the rise – and the complaints are translating into ‘live’ investigations.
This morning, Ombudsman Christopher Hamer revealed that there are more complaints from sellers about touting, and also about having to pay for HIPs when houses haven’t sold.
On touting – the practice of targeting properties for sale with other agents – many of the complaints come from agents themselves about their competitors. Hamer said touting could be an irritant to consumers and leaflets needed to explain to vendors the risk of a double liability to fees.
Consumers in the lettings market are now making 129 calls a week to his office, compared with 77 a week this time last year. Hamer said he is investigating almost 79% more lettings cases (127) than in the same period last year (71).
Cases involving sales that are being investigated rose 17% in the third quarter from 104 to 122, but, reflecting market conditions, are almost 32% below last year’s level (179).
Main causes of disputes over lettings are about tenant references, agents not explaining that deposits are forfeited if the tenant does not go ahead with renting the property, and inspection visits not being frequent enough to prevent deterioration of the property.
With regard to sales, complaints have risen from sellers who have been asked to pay for a HIP when the property is still unsold, and from sellers paying double fees after switching agents
