Handling Complaints:
A Lettings Agent’s Lesson on Engaging with TPO

Recorded on 18 May, 2021 (60 minutes)

W-2021-13 Complaints TPO_speakers

What should you do if a client lodges a complaint with The Property Ombudsman against you?

Tune in for an on-demand webinar packed with actionable takeaways to help protect your business reputation in case a client complaint escalates to The Property Ombudsman (TPO).

Belvoir Bedford has recently resolved a TPO complaint lodged by a client and a key factor in their favourable adjudication by TPO was the agency’s ability to produce an auditable paper trail of property maintenance records.

Watch the full recording where our knowledgeable panel debates:

  1. TPO's Codes of Practice and their role in TPO's adjudication process
  2. The best ways to handle initial complaints to avoid escalation
  3. How retaining records can help you resolve complaints and how to cultivate a client-focused compliance culture


Zoe Bywater, Director of Lettings, Belvoir Bedford

Zoe Bywater is Director of Lettings for the Bedford office of Belvoir, an independently owned lettings and estate agency franchise with 170 offices across the UK. Zoe has worked in lettings for over 17 and half years, has run several successful and well-attended landlord events (Pre-COVID-19), is an ARLA Propertymark Board member and the author of the Bedford Property Blog where she regularly provides her thoughts on the property market in Bedford.


Siobhan Fennell, Interim Deputy Ombudsman, The Property Ombudsman

Siobhan Fennell is Interim Deputy Ombudsman with The Property Ombudsman. She works closely with Rebecca Marsh, Property Ombudsman, in directing the organisation’s approach to providing help and assistance in response to the circa 40,000 enquiries they receive a year, and to resolving/deciding 5,500 complaints about Property Agents each year. Siobhan has over twenty years of experience in the regulatory and consumer complaints field, and joined The Property Ombudsman from her previous role as a Head Ombudsman with the Legal Ombudsman. 


Disclaimer: All content presented in this webinar is intended for general information purposes only and should not be considered as legal advice or official guidance.