We are proud to be members of the following professional organisations, The Guild of Professional Estate Agents, The Guild of lettings and Management (GLM), The Tenancy Deposit Scheme (TDS), The Ombudsmen of Estate Agents (OAE), The UK Association of Letting Agents (UKALA) and our team is fully conversant with all property related matters.
We also fully support the aims and ideals of the association of residential lettings agents (ARLA) and the national association of estate agents (NAEA),
OEA-The Property Ombudsman
The Property Ombudsman came into being on 1 May 2009. Formerly, the Ombudsman for Estate Agents (OEA), the name change was made to reflect the broader jurisdiction in relation to Complaints we are now able to deal with, e.g. Sales, lettings, commercial and overseas.
The Ombudsman for Estate Agents (OEA) Scheme was established on 1 January 1998. The Scheme is open to all those firms of estate agents with a principal, director or partner who is a member of the National Association of Estate Agents (NAEA) or Royal Institution of Chartered Surveyors (RICS); to all corporate estate agents, defined as those who are subsidiaries of a bank, building society or insurance company, or are themselves quoted on the Stock Exchange and to other estate agents who are sponsored and seconded by existing member agents. From June 2006, the OEA extended its services to Lettings and Property Management agents.
By dealing with a Member of the TPO, the public may be confident about the agent’s approach in its dealings with actual and potential buyers and sellers of residential property or lettings in the UK.
With effect from 1 October 2008, all estate agents are required to register with an Estate Agents Redress Scheme that has been approved by the Office of Fair Trading (OFT) and which investigates complaints against estate agents. The TPO is one of the schemes approved by the OFT.
Oasis have in addition agreed to follow the TPO Code of Practice for Residential Estate Agents, approved by the OFT under its Consumer Codes Approval Scheme. By signing up to this Code of Practice we can provide additional consumer protection that goes beyond that required by the law. Registered agents, who do not voluntarily accept the Code of Practice obligations of the OEA Scheme, are not entitled to show the OFT approved code logo.
The Property Ombudsman provides a free, fair and independent service for dealing with unresolved disputes between sales and letting agents who have joined the TPO and consumers who are actual or potential buyers or sellers or landlords or tenants of residential property in the UK. The Ombudsman is a member of the British and Irish Ombudsman Association and follows the standards and rules of the Association. The Ombudsman is totally independent of agents and reports directly to the TPO Council which has a majority of non-industry members.
The Ombudsman’s role is to reach a resolution of unresolved disputes in full and final settlement and, where appropriate, he will make an appropriate award of financial compensation or other action for example make an apology. Therefore, if you feel that you have been disadvantaged by the actions or inactions of a TPO member, you have access to an independent dispute resolution service and can be certain of receiving a fair and reasonable judgment of your complaint.
A Consumer Guide, available in the offices of all sales and lettings agents who have joined the TPO, informs complainants that: ‘Your complaint may be considered by the Ombudsman, if you believe that the agent has:
- infringed your legal rights; or
- failed to follow the rules and obligations set for agents under any code of practice to which they may subscribe; or
treated you unfairly; or
- been guilty of maladministration (including inefficiency or undue delay) in a way that results in you losing money or suffering avoidable aggravation, distress and/or inconvenience.’
The Ombudsman will not normally review a case until the internal complaints procedure of the agent has been exhausted. If you need guidance on what to do, please contact us and we will be able to assist you.
The Tenancy Dispute service (TDS)
The Dispute Service is an independent, not-for-profit, company established in 2003 to resolve tenancy deposit disputes in the private rented sector.
The company has achieved the UK Government Standard for Customer Service Excellence, and won Tenancy Deposit Service of the Year at the PropertyDrum B2B awards 2012. We operate the Tenancy Deposit Scheme in accordance with the requirements of the Housing Act 2004.
This provides a dispute resolution service should a dispute about the allocation of a deposit arise at the end of the tenancy.
Guild of Lettings and Management (GLM).
As a proud member of GLM we benefit from a wealth of experience and access to a range of essential services – subscription to the GLM advice line, support, a suite of key documentation, newsletters & important information, regular industry courses and the Annual GLM Conference of which all our lettings team attend.
The Guild of Letting & Management prides itself on the relationships it has built with its members over the last 19 years. Customer care is at the core of GLM – they support, advise & listen to members. As members we can rely on the GLM whenever we come across challenges which relate to landlord & tenant issues and business matters. It’s great to know that the legal advice is always available when we need it!
Professional & personal development is at the forefront of what we do and through education we aware of the importance of setting ourselves apart from our competitors. We invest in training and through the GLM and ensure that our team is qualified. Our extensive knowledge base means that we have a greater understanding of the pitfalls faced by landlords thus allowing us to be more efficient and effective in the day to day running of our agency.