Experienced agency professionals join The Property Ombudsman board
The Property Ombudsman has appointed two seasoned industry veterans as Non-Executive Directors to its board, bringing extensive expertise in residential lettings, dispute resolution, and regulatory compliance to the organisation.
The appointments were announced on 7 October 2026, with Jan Hÿtch and Bill Cooper joining the board to support The Property Ombudsman’s role in consumer protection and property business regulation across the UK.
Jan Hÿtch brings over 35 years’ experience in the residential property sector, including leadership roles in consumer protection, dispute resolution, and professional standards. Her background includes serving as a director at Propertymark and membership of the RICS UK Residential Board. She has acted as an external adjudicator for the Tenancy Deposit Scheme and spent 30 years as a partner at Arnolds Keys LLP, focusing on complaints and dispute resolution.
Bill Cooper’s background strengthens governance and compliance
Bill Cooper also joins with more than 35 years’ experience, combining business leadership and governance expertise with hands-on lettings agency management. Formerly an equity partner at Deloitte and KPMG, he advised senior management on strategy and organisational transformation. More recently, Cooper owned and operated the Martin & Co lettings and property management franchise in Oxford, growing the business through acquisitions and maintaining a strong emphasis on regulatory compliance and professional standards.
His practical experience as a franchisee registered with The Property Ombudsman provides valuable insight into the complaints and redress processes operated by TPO. Cooper remains active in the residential property sector as a landlord, investor, and adviser, and is a member of Propertymark.
Implications for landlords and letting agents
The addition of Hÿtch and Cooper to The Property Ombudsman board signals a continued focus on enhancing consumer protection and upholding professional standards in the private rented sector. Their combined expertise in dispute resolution, regulatory reform, and agency compliance is likely to influence TPO’s approach to handling complaints and shaping best practice guidance.
For landlords and letting agents, this development underscores the importance of adhering to evolving regulatory requirements and maintaining transparent, compliant practices. The Property Ombudsman’s role as a key redress body means that agents and landlords should be prepared for rigorous scrutiny of their conduct and documentation.
Landlords managing their own portfolios should note that TPO’s remit includes complaints against agents and landlords who subscribe to its scheme. Staying informed about TPO’s guidance and decisions can help landlords anticipate areas of risk and improve tenant relations.
Context of regulatory oversight in the UK rental sector
The Property Ombudsman is one of the principal bodies providing independent redress for disputes in the property sector, including lettings and property management. Its board plays a crucial role in steering the organisation’s policies and ensuring it reflects sector developments and legislative changes.
Recent years have seen increasing regulation of letting agents and landlords, including mandatory membership of redress schemes and compliance with the Renters’ Rights Act. The appointment of board members with deep operational and advisory experience suggests TPO’s commitment to adapting to these changes and supporting industry professionalism.
Given the complexity of tenancy law and the rise in tenant awareness of their rights, the presence of experienced professionals like Hÿtch and Cooper on the board is likely to enhance TPO’s capacity to resolve disputes effectively and fairly.
What landlords and agents should consider now
Landlords and agents should review their compliance with current regulatory standards and ensure their procedures align with TPO’s expectations. This includes maintaining accurate records of tenancy agreements, deposits, repairs, and communications with tenants.
Agents should also monitor updates from TPO and professional bodies such as Propertymark, as these often signal forthcoming changes in best practice or regulatory interpretation. Landlords using agents should verify that their agents are registered with approved redress schemes like TPO and understand the complaint handling process.
Engagement with dispute resolution mechanisms early can prevent escalation and reduce reputational risk. Both landlords and agents should be prepared to respond promptly and transparently to tenant concerns to avoid formal complaints reaching the Ombudsman stage.
Supporting landlords and agents through evolving compliance demands
The Landlord Association (TLA) membership offers practical resources and guidance to help landlords and letting agents stay compliant with regulatory requirements and industry standards. TLA’s compliance materials cover tenancy documentation, deposit protection, safety obligations, and dispute resolution procedures.
Additionally, TLA is developing ORBIT, a new property management and compliance platform currently available in BETA testing. ORBIT aims to assist landlords and agents in organising property records, managing rental documents, and accessing TLA’s compliance resources. Features in testing include tools to record key actions, track repairs and inspections, and maintain evidence of compliance activity relevant to tenancy law and redress schemes.
Members can explore TLA’s compliance support and learn more about ORBIT BETA access to prepare their portfolios for ongoing regulatory changes and to maintain professional standards in the private rented sector.
The appointments to The Property Ombudsman board highlight the increasing complexity and scrutiny within the lettings sector. Staying informed and organised will be essential for landlords and agents to meet their obligations and manage risks effectively.
Sources: Letting Agent Today
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