Skip to Content

From conflict to resolution: key lessons from The Ombudsman’s Casebook

Webinar recorded live on

The Property Ombudsman (TPO) deals with nearly 50,000 consumer enquiries every year, alongside conducting over 5,000 investigations. While its primary function is to resolve disputes and complaints made against property businesses, they also fulfil an important role of feeding back the lessons learned to the sector, to support improvements and help prevent similar disputes from occurring in the future.

What to Expect:

In this webinar Rebecca Marsh, The Property Ombudsman and Gemma Adams, Head of Dispute Resolution, shared topical case studies using real life agent examples, relevant to both sales and lettings.

Why Attend?

This promised to be an interesting, educational, and lively session that equipped you with practical solutions on the following:

Lettings – Alternative Deposits
• Tackling tenant and landlord confusion
Sales – Dual Commission Fees
• Helping agents and sellers avoid dual fee disputes arising
Leasehold – Service Charges
• Promoting transparency and encouraging happier leasehold communities


About the speakers:

Rebecca Marsh took up the role of Ombudsman at The Property Ombudsman (TPO) in October 2020. Rebecca has an extensive range of senior level experience and understanding of dispute resolution and investigation spanning 20 years. Before joining TPO, she was the Chief Ombudsman at the Legal Ombudsman and previously the Deputy Ombudsman and Executive Director of Operations and Investigations at the Parliamentary and Health Service Ombudsman. Her career has had a real focus on, and demonstrates her passion for, working with the industry and stakeholders to support improvement.

Gemma Adams was appointed as Head of Dispute Resolution at The Property Ombudsman (TPO) in June 2023, having spent the previous 10 years at the organisation in casework and other management roles.. Prior to her time at TPO, she worked in the legal sector dealing with civil litigation and employment disputes. Gemma has significant experience in investigations and a passion for resolving disputes in the most efficient and effective way for the parties involved as well as assisting to improve standards in the industry.

Accredited CPD:

Watching this session LIVE will count towards your Continuing Professional Development (CPD) hours and will award you a CPD Certificate.