Written question asked by Ben Coleman (Labour) on Thursday, 31 October 2024, in the House of Commons. It was due for an answer on Monday, 4 November 2024. It was answered by Matthew Pennycook (Labour) on Friday, 8 November 2024 on behalf of the Ministry of Housing, Communities and Local Government.

Property Ombudsman: Standards

Question: To ask the Secretary of State for Housing, Communities and Local Government, what information her Department holds on the average time taken by the Property Ombudsman to reach a decision on complaints.

Answer: While the Property Ombudsman (TPO) is independent of Government, we are committed to ensuring that the agent redress schemes work well for consumers. My department receives regular data from TPO and meets with them regularly to discuss policy and performance. These arrangements provide an opportunity for discussion of emerging concerns and measures TPO are taking - and plan to take - to improve their service. From the point at which a complaint has been accepted for review and allocated, it can take between 16-18 weeks for a review to be completed. The time taken to reach a decision is generally dependent on the complexity of the complaint.

Secondary information