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Case studies

We’re creating a new library of case studies on a range of issues across different sectors using the most recent examples. Use the filters below to find cases by selecting a sector or issue.

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Showing 1–9 of 19 results • Page 1 of 3

Sales

Agent fails to disclose non-standard construction

James, a prospective buyer, made an offer on a property marketed by an agent. The offer was accepted, and James instructed a surveyor. The survey identified that the property was of non-standard construction.

25 Jun 2026
Row of typical English terraced houses.

Lettings

Holding deposit dispute highlights importance of disclosing material information

This case concerns a dispute between prospective tenants, Brian and Shanae, and a letting agent regarding the retention of a holding deposit after the tenants withdrew from a proposed tenancy.

21 May 2026

Sales

When two agents claim the same commission

A homeowner, Mira, raised a formal complaint after finding that the commission fee she paid during the sale of her property may not have been owed to the agent who received it. The dispute was focused on whether Agent Two or the previously instructed Agent One was entitled to the fee, and whether Agent Two had acted in line with the TPO Code of Practice.

20 Apr 2026
A model of house and a gavel resting on a bound black book with gold leafed pages

Sales

Dispute over penalty fees and material information failings

A homeowner, Graham, raised a formal complaint against an auction service provider after being charged penalty fees totalling £6,974 during the attempted sale of his property.

27 Mar 2026

Lettings

Landlord complains about missing rent

A landlord, Marie, said that the letting agent she used consistently failed to forward rent received from her tenants in a timely manner. This placed Marie in a vulnerable financial position, and so she brought her long-term dispute to The Property Ombudsman.

17 Feb 2026
Small block of flats in the United Kingdom on a sunny day

Leasehold

Property management failures lead to a two-year dispute

This case concerns a prolonged dispute between a residents’ management company (the complainant) and the agent responsible for managing their apartment building during 2022-2023.

27 Jan 2026

Lettings

Deposit registration failure leads to landlord compensation

This case concerns a dispute between Cath, a landlord, and a letting agent over the handling of a tenancy deposit while the property was let and managed between 2021 and 2022.

11 Dec 2025
Facades of coastal houses against rocky hills and cloudy blue sky

Sales

Seller refused contact by estate agent for 10 months

Aaron chose an online estate agent to help sell his home, but struggled to access the online system or communicate with the agent whilst the marketing and sales process was underway, despite contacting the agent several times.

10 Nov 2025
Exterior Of Victorian Terraced Houses

Sales

Survey report misinformation leads to buyer dispute

After moving into his newly purchased home, Ahmed found that all the windows were single-glazed despite the building survey stating they were double-glazed.

10 Nov 2025