Is your complaint about service charges or services provided on behalf of the landlord?

There are some things The Property Ombudsman is unable to consider in relation to leasehold, commonhold and estate management complaints where the agent is acting on behalf of a third party.

We cannot accept complaints that fall within the jurisdiction of the First-Tier Tribunal (or in Wales, The Leasehold Valuation Tribunal) or the Courts, such as:

  • Increases in service charges and estate charges
  • The fairness of charges applied in line with your lease/TP1
  • The quality of management services provided
  • Consultation on major works and contracts

We can accept complaints about the agent’s independent actions that have affected you, or a failure to meet their specific obligations to you in any relevant Code of Practice that they have agreed to follow.

Why are we asking this?

TPO cannot consider complaints about service charges and some other things that your landlord is responsible for. If your complaint is about service charges or a matter TPO cannot consider outlined on this page please click or you are still unsure click  ‘Yes – My complaint is about service charges or  a matter TPO cannot consider’ to find out where you should direct your complaint.