Complaint & <a href="https://landlordassociation.org.uk/ombudsman-complaint-response/" class="ilj ilj--auto" data-ilj="1">Ombudsman</a> Response Pack (Agent) | <a href="https://landlordassociation.org.uk/agent-property-management-sos-hub/" class="ilj ilj--auto" data-ilj="1">Agent SOS</a> | The <a href="https://landlordassociation.org.uk/" class="ilj ilj--auto" data-ilj="1">Landlord Association</a>
Agent / Property Manager SOS

Complaint & Ombudsman Response Pack (Agent)

We assemble a professional, evidence-led response to complaints escalated to The Property Ombudsman (TPO) or the Property Redress Scheme (PRS). Your pack includes an issues list, chronology, evidence index, response letter addressing each allegation, a remedy schedule, and a submission-ready PDF for the scheme portal.

Issues & ChronologyClear timeline & scope
Evidence IndexedEmails · photos · logs
Remedy OptionsApology · refund · goodwill
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What you get

  • ✓
    Case assessment mapped to scheme Codes and your internal policy.
  • ✓
    Chronology & evidence index with exhibit labels for emails, notes, photos, and tenancy documents.
  • ✓
    Complaint response letter addressing each allegation with references to evidence and Code provisions.
  • ✓
    Remedy schedule (apology, refund, corrective action, goodwill) with rationale and proportionality.
  • ✓
    Submission pack formatted for TPO/PRS portals and an internal learning note.

Built around fairness, transparency, and proportionate outcomes.

What’s Included

A complete, structured submission your team can file with confidence.

1) Case Assessment & Issues List

We review the complaint, your ToB/contract, logs and correspondence; define issues in dispute and relevant standards (scheme Code, legislation, guidance).

2) Chronology & Evidence Index

Clear timeline of events with cross-references to exhibits, highlighting decision points and communications.

3) Complaint Response Letter

Point-by-point reply in plain English, admissions where appropriate, and mitigation — with exhibit refs.

4) Remedy & Settlement Options

Proportionate outcomes (apology, refund, corrective action, goodwill), justification and timescales.

5) Submission Formatting

Response + exhibits index packaged as a single PDF, sized and labelled for the TPO/PRS portal.

6) Policy & Learning Note

Internal note capturing learning points and any tweaks to prevent recurrence.

Order: Ombudsman Response Report a Dispute Book Legal Advice

How It Works

We prioritise clarity, proportionality, and Code compliance.

1 Intake & Bundle

Provide the complaint, your internal response, ToB, logs, emails, photos, and any offers. We list issues.

2 Chronology & Draft

We build the timeline, evidence index, and draft the response against standards.

3 Remedies & Submission

Agree remedies where appropriate. We format the submission pack and exhibits index.

4 Outcome & Learning

We log outcomes and compile a learning note to strengthen processes.

Ombudsman Response Readiness Checklist

Make sure these are in place before submission.

✓
Internal complaints procedure complete and final viewpoint issued (if applicable).
✓
Issues list agreed; standards (Code/legislation) identified for each allegation.
✓
Evidence complete, labelled, and redacted for data protection where necessary.
✓
Remedies considered and justified (apology/refund/goodwill/corrective action).
✓
Submission pack compiled within portal file size limits.

FAQs

Do you liaise with the Ombudsman directly?

We prepare your submission; you file it via the scheme portal. If you require representation or liaison, mention this when ordering.

What outcomes can we propose?

Apology, refund/reduction, corrective action, and goodwill gestures are common. We help you frame a proportionate remedy.

Will this replace our internal complaints procedure?

No. Complete your internal procedure first and issue a final viewpoint where required before escalation.

Can you help if we’ve already submitted?

Yes — we can review and refine your response, add structure, and prepare supplementary exhibits if permitted.

Get SOS Now Report a Dispute Book Legal Advice
Need a structured response?
We’ll build the chronology, index evidence, and draft your reply.
Order this SOS View Checklist