Two members of staff, one from The Property Ombudsman and the other from letting agents Northwood, switched roles for a week.
The aim was to gain greater experience and knowledge of each other’s positions within the industry.
The exchange was instigated by ombudsman Christopher Hamer as part of TPO’s ongoing application to raise standards within the industry.
Hamer said: “It is important to emphasise the need for agents to deal promptly and professionally with complaints and equally it is hugely beneficial for my office to be aware of the practical issues agents face when trying to resolve matters themselves.
This exchange will, I hope, help bring about a good understanding of the challenges agents might come up against before unresolved disputes are referred to me. It will also help educate on the meticulous process which occurs in my office prior to determining resolution of a dispute.”
Gemma Currie, first contact evaluation officer at TPO, spent a week at Northwood in Fareham and Portsmouth learning about a typical day as a letting agent and how the company handles complaints.
She said: “Complaints are only a small element of an agent’s business, but a time consuming one. It was extremely interesting to attend inspections and see cases from an agent’s point of view.
“Minimising the chances of issues escalating is what we at TPO strive for, so it was reassuring to see how thorough Northwood’s procedure was and how much work goes into resolving cases in the first instance.”
Lauren O’Neill, complaints and legal support at Northwood, spent the week between the complaints operations department and the assessment resolution team at TPO. S
he learnt of the kinds of grievances handled by TPO from consumers who are buyers, sellers, landlords or tenants of residential property, what causes those disputes and how agents could stop them being brought to the ombudsman’s attention in the first place
Eric Walker, Northwood’s managing director, said: “We were absolutely delighted to take part in this initiative.
“TPO has provided the industry with an immense service, which we agreed would be enhanced by demonstrating front line issues experienced by agents. In return, we gained a better understanding of the challenges faced by the Ombudsman’s team.
“Lauren has brought back some excellent ideas and we are certain Gemma has gained a better understanding of what letting agents face on a daily basis together with an appreciation of how hard the vast majority of agents work to protect consumers’ interests. I wish to record my appreciation to Chris Hamer for this great opportunity.”
Hamer said: “This exercise was invaluable in creating an awareness for both TPO and Northwood of each other’s roles and realism in handling disputes.
“It would be extremely helpful to visit all TPO members so we can educate staff further and continue to provide relevant and practical guidance on best practice. Unfortunately, that is a practical impossibility, but if more members were interested in an exchange, subject to resources, I would certainly consider it.
“I wish to thank Eric Walker for his positive and constructive approach to this initiative.”
Excellent stuff. Perhaps TPO could organise some regional half day “academies”, like the very good ones TDS did (and do) up and down the country.
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All sounds very good, however i am always skeptical of ‘visits’ ‘swaps’ ‘invitations’
After the time spent and back in natural surroundings everything is forgotten about and goes back to type, good PR building between individuals who took part. But will the swaps have any real lasting changes and impact for either business for the better?
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Instead of disliking why not say why i am wrong?
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My point exactly with the habitual ‘Dislikers’! I wasn’t one of them, by the way…
For my two penn’orth thrown in the melting pot that we call “debate”, I guess it’s a little like ‘Undercover Boss’, smile please – lots of sincere-sounding promises of better things to come but none of us know whether things ever improved at the companies.
That being said – Mr Walker’s a formidable character and he’s obviously punching his weight (no offence Eric – especially as you’re mentioned on my CV as an achievement if you remember – I don’t want to make an enemy of you…) with the ‘powers that be’ – so hopefully this will genuinely have a positive effect on the industry.
We’ll see – won’t we?
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Thanks for the post PeeBee look for the other story i mentioned you in be interested to hear your thoughts.
I bet it does not make a blind bit of difference either side. As for industry only if you subscribe to TPO. Be more interested in NAEA or ARLA spending some time with agents and then they can see how to help promote us …
As for the comment on other business sharing ideas that’s a different case, I whole heatedly agree with best practice being shared with similar businesses.
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Hey – don’t be so cynical. It was a start, not a one off. It was really useful and Gemma from TPOS enjoyed her front line experience. It’s good to try rather than do nothing.
Thanks for the mention PeeBee. I am not easily offended and am honored I made your CV.
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Its hard not to be cynical after seeing, attending, accommodating so many of these in the past.
I am genuinely glad you thought it was use.
May i ask what either side have taken out of it and how it will shape either side going forward?
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I think this is a great idea and I like the academy idea suggested above too! I am a great believer in the fact that you should never judge until you have walked a day in someone’s shoes! Whilst I do agree that back in their normal environment people can go ‘back to type’ I do think that it is dependant upon the individual and the leadership someone receives as to whether long term changes are implemented. If one of my staff came back from something like this with great ideas I would look at the implementation of them alongside that individual and, subject to costs, implement what was viable and possible. I would make sure the individual concerned was fully involved in the process though to encourage them.
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Over the years I’ve spent time in other letting agents’ offices, just a few hours, and they in mine. Both ways round, we’ve shared “tips and tricks” and it’s been very beneficial. There are still systems in place here that were started more than fifteen years ago as a direct result of this. I think doing the same with others involved in the industry can only be a good thing, and should take place more often. After all, we’re all working “together”.
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