Free trial Sign-up

Please leave your name and email and we'll be in contact shortly.



Contact Number


Please complete the sum:        
12 + 3 =

TPO report highlights CPR risk for estate agents

12th June 2018

Failure to comply with the Consumer Protection from Unfair Trading Regulations cost non-compliant agents £1.4m in 2017 according to The Property Ombudsman’s 2017 report.

The report looks at the number and nature of complaints made to The Property Ombudsman.

Of the complaints made, Lettings complaints outnumbered Sales complaints nearly 2 to 1.

And the average award for a sales complaint was £532, up 34% from 2016.

The report outlines the 4 key areas of non-compliance for estate agents

  • Communications and record keeping
  • Marketing and advertising
  • Instructions, terms of business, commission and termination
  • In-house complaints handling

Read the report in full: https://www.tpos.co.uk/reports/2017/

TPO’s Code of Practice for Residential Estate Agents outlines in section 7 that all members of the scheme should

“comply with the Consumer Protection from Unfair Trading Regulations 2008… (which) require you to disclose any information of which you are aware or should be aware of in relation to the property in a clear, intelligible and timely fashion and to take all reasonable steps that all statements that you make about a property, whether oral, pictorial or written, are accurate and are not misleading.

All material information must be disclosed and there must be no material omissions which may impact on the average consumer’s transactional decision and where information is given to buyers or their representatives, it must be accurate and not misleading.”[1]

Although TPO does not expect vendors or agents to undertake costly and intrusive investigations, should a sale fall through because of, for example, an issue highlighted on a survey this needs to be updated in the particulars and communicated to future interested parties.

TPO judgements frequently cite the failure of the agent to provide material information, that is information that would affect a decision to purchase a property, up front as a key component in their decisions.

See previous TPO judgements here:


Compliance in a Box from Landmark helps agents make sure you ask the right questions of your clients, and document their response. Our simple pay-as-you-go compliance toolkit helps agents fulfil their obligations under CPRs and AML; leaving you to deal with the business of selling houses.

For more information please complete the form below, or contact Samantha Peacock (sam.peacock@landmark.co.uk) on 01524 220013

Register your interest today





[1] https://www.tpos.co.uk/images/documents/rules-codes-obligations/residential-estate-agents/TPOE27-6_Code_of_Practice_for_Residential_Estate_Agents_A4_-_effective_from_1_Oct_2016.pdf

The client and experts view...

  • thumb1
Latest newsspeech Bubble

System Maintenance

Please be aware that we are performing some system maintenance this weekend. We don’t anticipate that this will result in any downtime of our services, but we apologise if it does cause any inconvenience

Government Confirms New Regulations and Qualifications for Estate Agents Will Happen

The government has accepted the proposals of the Regulation of Property Agents (RoPA) with wide-spread consequences for estate and letting agents.

The proposals reach right into the heart of the industry to affect regulation, training and licensing.



Fears of Tougher Regulations and Unjust Costs Mount Ahead of Government Announcement

Estate Agents are waiting for the big reveal on Monday after Lord Best has admitted some firms could close when the regulation of property agents (ROPA) makes its recommendations to the Government early next week.

Lord Best, the chair of ROPA, has already outlined the working group’s desire for more regulation.


[NEWSFLASH] Agent Charged DOUBLE Over AML Registration Mistake

Property Industry Eye (PIE) has highlighted the case of an estate agent who has fallen foul of HMRC and been charged double.

On 4th April, with plenty of time to spare, Hayman-Joyce renewed their annual HMRC registration. They paid the fee and thought they’d ticked all the boxes.


Compliance in a Box: The Natural Remedy for Your AML Headache

Estate agents around the country are realising that the new 5th AML Directive goes deep. There’s a lot of work involved in becoming compliant. And the penalties for non-compliance, either deliberately or through confusion, are severe. (more…)

newsletter sign-up

Sign up for our e-newsletter

Email Address

trial sign-up

Click the Apply button opposite to use our software on a trial basis...

  • etsosnews

  • etsosnews

  • Linkedin Twitter Facebook
    This site uses cookies. Find out more about this site’s cookies.