Ian Jones is the principal of the firm and is a fellow of the National Association of Estate Agents.
He is currently chairman of the central London branch Central London branch of NAEA
J O N E S real estate besides being registered firm of the N.A.E.A. fully supports and is a paid up member of the government approved Ombudsman Scheme set up to up-hold the rights of the consumer in the property market.
Please see below about the National Association of Estate Agents and the Ombudsman Scheme:
| The National Association of Estate Agents is dedicated to the goal of professionalism within high street estate agency. Our aim is to reassure the general public that by appointing an NAEA member to represent them they will receive in return the highest level of integrity and service in both sales and lettings. Each NAEA member, and there are in the region of 10,000 nationwide, is bound by a vigorously enforced Code of Practice and adhere to professional Rules of Conduct, failure to do so can result in heavy financial penalties and possible expulsion from the Association. |
| The NAEA has consulted with and supports the
Government with its initiative to speed-up the House buying and selling process with
introduction of a Sellers Information Pack (SIP), possibly to include a Home Condition
Report and has assisted with the Bristol pilot scheme. The NAEA supports the Ombudsman for Estate Agents (OEA) and has encouraged all members to join at the earliest opportunity. One in three high street estate agents is now a member of the scheme which guarantees further consumer protection giving the Ombudsman a mandate to independently adjudicate in disputes between member agencies and consumers. The NAEA also supports the new National Approved Lettings Scheme (NALS) recently launched by the Government's Housing Minister. The aim of the scheme is to bring some 250,000 empty properties in the UK into the rental sector and encourage landlords to let their properties through professional agents who are members, each of whom will offer an effective complaints procedure and a client money protection scheme. The Association believes that the NALS kite mark will be recognised as a benchmark of good practice by all landlords who seek the assurance that they are dealing with a competent lettings and management agent. The purchase, sale or rental of your home is too important to trust to a cowboy estate agent. You owe it to yourself to be professionally advised and looked after. Insist on checking the standing of your Agent before confirming the appointment and don’t be afraid to walk away if you are in any doubt. Look for the NAEA logo. |
Julie Westby FNAEA (Honoured) NAEA President May 2002 |
OMBUDSMAN FOR ESTATE AGENTS
A FREE, FAIR AND INDEPENDENT SERVICE FOR BUYERS AND SELLERS OF RESIDENTIAL PROPERTY
General
On 1 January 1998, the opportunity for dissatisfied house buyers and sellers to have access to a free, fair and wholly independent complaints review procedure was substantially increased. The Ombudsman for Corporate Estate Agents (OCEA) Scheme, in being since September 1990, then became the Ombudsman for Estate Agents (OEA) Scheme. This reflected the success of discussions between the 10 remaining corporate Member Agencies of the OCEA Scheme and the three professional bodies in residential estate agency - the Incorporated Society of Valuers and Auctioneers (ISVA), National Association of Estate Agents (NAEA) and Royal Institution of Chartered Surveyors (RICS). The ISVA amalgamated with the RICS in December 1999 to become the RICS.
Voluntary membership of the OEA Scheme became open - not only to all Corporate estate agencies, but to all companies where there is a principal, partner or director member of one of the above professional bodies. In effect, therefore, all professionally recognised firms of estate agents in England, Wales, Scotland and Northern Ireland are now able, if they so choose, to offer the advantages of OEA membership to their customers.
In January 2000, the membership criteria was widened further - such that any Estate Agent can now apply to join the OEA Scheme.
As at May 2002, a total of 2,489 offices from 12 Corporate Estate Agencies; and 1,737 offices from 753 Independent firms are currently signed up to the Scheme.
Consumer Guide
Member Agencies display the OEA logo and have available the Consumer Guide, which emphasises:
The independence of the Ombudsman from the Member Agencies.
That the OEA Scheme is devised to address disputes between Member Agencies and consumers (individuals acting in their private capacities) who are actual or potential Buyers or Sellers of residential property in the United Kingdom.
And that the complaint may be considered by the Ombudsman where it is believed that a Member Agency has: infringed a consumer's legal rights, or not complied with the OEA Code of Practice; acted unfairly; or been guilty of maladministration (including inefficiency or undue delay) - in a way that has resulted in loss of money (up to £25,000) or inconvenience.
The Consumer Guide further explains those types of complaint, with which the Ombudsman cannot deal with. These include disputes over a survey and/or a formal valuation of a property, or over property letting and management - although plans to include these latter activities are well advanced.
It further explains that complaints must be made in writing to the Member Agency concerned within 12 months, and referred to the Ombudsman's Office within 6 months of receipt of the final offer of settlement or observations of that Member Agency.
Code of Practice
The OEA Code of Practice, the provisions of which are mandatory on Member Agencies, has received the personal endorsement of the Director General of Fair Trading.
Procedures exist to amend the Code of Practice in the light of recommendations from the Ombudsman or the industry; or in response to actual or intended legislation.
See section on Code of Practice visit www.oea.co.uk and follow the link. for further details concerning the OFT's endorsement.
Internal Complaints Procedure
An individual with a complaint against a Member Agency must first exhaust the internal complaints procedure of that Member Agency concerned, before the Ombudsman is able to begin his Review of the case.
Ombudsman's Review and Decision
The Ombudsman can then either seek an informal solution (agreeable to both parties) to the problem, or start a Formal Review procedure. This could lead to the non-support of the complaint being made, or to the Award of financial compensation - of up to £25,000.
Member Agencies have agreed to abide by the Ombudsman's awards - provided the Award is accepted by the Complainant in Full and Final settlement of the complaint.
If the Complainant is dissatisfied with the Ombudsman's recommendation, his/her legal rights have not been restricted in any way - and recourse to the courts or any other avenue of redress is still possible.
The Ombudsman
Mr Stephen Carr-Smith assumed the appointment of Ombudsman on 1 August 1999.
The Ombudsman's independence is recognised by his voting membership of the British and Irish Ombudsman Association. It is guaranteed by his reporting to the OEA Council under the Chairmanship of the Rt Hon Gillian Shephard MP with a majority of eminent public figures and consumer experts; these are joined by the independent Chairman and one other representative from the OEA Board of Directors of the Member Agencies.
The Ombudsman's office in Salisbury currently receives some 150 new enquiries by letter or telephone each week. If you wish to know more about the OEA Scheme, please contact:
Office of the Ombudsman for Estate Agents
Beckett House
4 Bridge Street
SALISBURY
Wiltshire SP1 2LX
Telephone: 01722 333306
Fax: 01722 332296
e-mail: admin@oea.co.uk
