Two property businesses have been expelled from The Property Ombudsman (TPO) scheme after failing to pay compensation awards following upheld complaints against them.
Noble Living (Nottingham) Limited, a letting agent, was expelled after failing to return £725 in rent paid in error by a tenant. The firm passed the money to the landlord and made no attempt to retrieve or return the funds after being notified of the mistake, according to TPO.
The Property Ombudsman upheld the complaint and ordered Noble Living to pay £875, comprising the £725 rent plus £150 for aggravation, distress and inconvenience. The firm did not comply with the award.
Management company expelled
Blocsphere Property Management Limited, a residential leasehold management company, was the subject of the second expulsion. The firm received a complaint over poor communication during a tenant dispute. TPO ruled that the company’s conduct fell below acceptable standards and issued a compensation award of £50, which remained unpaid.
Chief Ombudsman Lesley Horton stated that the organisation provides complaint resolution services to consumers across more than 19,000 registered businesses. She described expulsion as “the very last resort, and the last step in our compliance process”.
Horton noted that two businesses were readmitted to the scheme in 2025 after making outstanding award payments following initial expulsion.
Compliance rates
TPO expelled 13 businesses throughout 2025, representing less than 1% of its registered membership. According to Horton, more than 99% of member businesses comply with TPO decisions and pay awards when directed.
The organisation’s membership team works with agents to ensure prompt payment of awards. While TPO is not a regulator and cannot take legal action, its decisions are binding on registered businesses. The ombudsman maintains powers to refer non-compliant firms to enforcement authorities.
The expulsions highlight the consequences for property businesses that fail to comply with ombudsman rulings, though the low expulsion rate indicates widespread adherence to the scheme’s requirements across the sector.