In October 2024, The Property Institute (TPI) consulted Member Firms on proposed updates to the TPI Consumer Charter and Standards and a new Customer Feedback Tool, building on an earlier consultation about refreshing TPI’s review process for Member Firms. These updates, collectively known as ‘Programme Enhance,’ aim to strengthen TPI’s support for Member Firms, enhance building safety and customer service standards, and prepare for potential statutory regulation in residential block management.
Overview
In October 2024, The Property Institute (TPI) conducted a Member Firm consultation to gather feedback on proposed updates to its Consumer Charter and Standards, as well as the introduction of a Customer Feedback Tool. This initiative, part of the broader 'Programme Enhance', builds upon an earlier consultation held from April to June 2024, which focused on updating TPI's Compliance Review process for Member Firms.
The planned updates, collectively termed Programme Enhance, represent TPI's commitment to supporting Member Firms in delivering high standards of customer service and safety. These updates aim to strengthen TPI's value to its members while preparing them for potential statutory regulation in the residential block management sector - which TPI continues to advocate for with the Government. This aligns with Matthew Pennycook’s statement on leasehold reform of 21 November 2024, which indicates the Government is committed to consulting in 2025 on how to strengthen the regulation of managing agents.
Based on feedback from a representative cross-section of around 30 Member Firms, TPI has identified a clear way forward for each of the proposed changes.
TPI would like to thank all those who took the time to respond to the recently concluded consultation and the earlier Spring consultation, and for being prepared to share their views on the proposals.
What Happens Next?
TPI will keep Member Firms updated as new and revised guidance is published on the focus areas outlined above. The revised TPI Consumer Charter and Standards will take effect from 1 January 2025, while the Building Safety Self-Evaluation Scheme and Customer Service Feedback Tool are set to roll out during 2025.
Planned Changes arising from October 2024 Consultation
Informed by responses to the consultation that concluded on 28 October, the following updates are being introduced.
Revised TPI Consumer Charter and Standards, alongside the Articles of Association and Bye-Laws, form the foundation of TPI membership rules for Member Firms. A revised version of the Consumer Charter and Standards will be published in January 2025; with the main changes in the sections on bank accounts and handovers, plus the inclusion of a new voluntary Wellbeing Standard (see also Wellbeing Section in Spring 2024 Consultation section below).
A summary of the main changes from the current Version 2B, are summarised here.
In parallel, an updated suite of associated technical guidance notes will be published in January 2025, most notably guidance on Bank Accounts and Handovers. Mindful of feedback from the consultation, this supporting guidance will have clear and comprehensive advice on what the latest changes to the Consumer Charter and Standards mean in practice.
Customer Feedback Tool
The Property Institute (TPI) is collaborating with a third-party supplier to create a Customer Feedback Tool. This tool, centred on the proposed ‘TPI Surveys’ platform, will allow Member Firms to voluntarily collect structured customer feedback using a standardised set of questions.
The platform will allow TPI to collate and publish anonymised high-level data, highlighting customer feedback trends and issues. Participating firms will also receive individual, tailored feedback directly from TPI. For more information about the tool, click here.
Input from member firms and leaseholders is being used to finalise the question set, ensuring the tool will collect and analyse resident feedback in a balanced way. TPI is working to ensure the platform has robust governance which is GDPR compliant and safeguards participating firm anonymity. TPI plans to launch the tool in Spring 2025 for member firms to use if they wish. TPI anticipates individual tailored feedback for participating firms, and high-level anonymised data on this website, will be available later in 2025.
Planned Changes from Spring 2024 Consultation
Based on feedback received during the Spring 2024 Consultation, the following updates are being implemented.
MEMBER FIRM COMPLIANCE REVIEW REVISIONS
TPI received a positive response to the proposed refresh to the Member Firm Compliance Review (formerly known as Member Firm Audit) as outlined in the consultation. However, from the consultation responses, TPI recognise the importance of providing targeted feedback to individual Member Firms on any issues arising from a review. These changes are reflected in a revised TPI Guide to Compliance Reviews, which has recently been published here; with the revised Member Firm Compliance Review methodology coming into effect from 1 January 2025.
ETHICS
As outlined in the Spring 2024 Consultation, TPI proposes to introduce additional questions in the annual renewal 2025 form in May 2025, to assess the current professional and ethical behaviour of Member Firms. These questions have been refined to reflect consultation responses, ensuring alignment where possible with the RICS approach to ethical and professional behaviour, mindful that some Member Firms are also RICS-regulated firms.
TPI anticipates retaining these additional questions for subsequent annual renewals, using ‘by exception’ reporting to avoid unnecessary duplication of information previously supplied by Member Firms.
In December 2024, TPI will release new guidance on ethical and professional standards. This guidance will include practical examples to highlight good practice, aiming to promote consistent and widespread compliance among Member Firms.
VOLUNTARY ENHANCEMENTS
Consultation responses showed strong support for evaluating firms' approach to safety and well-being. However, some firms cautioned that they are adjusting to many wider industry changes and new legislation all at once and have limited capacity to embrace all the enhancements simultaneously. While it is right to strive for continuous improvement, TPI understands individual firms need to progress at a pace that suits their individual circumstances.
Consequently, the new enhancements on safety and wellbeing will be introduced on a voluntary basis for the time being, with firms being given the necessary tools to self-assess and improve, and to access further support from TPI as appropriate. This approach will also inform how TPI further improves and enhances these tools in the future.
WELLBEING
In response to consultation feedback, TPI acknowledges the need to avoid making the annual renewal process overly burdensome. For the 2025 renewal form, TPI proposes to add just a handful of questions on wellbeing.
These questions will be optional and only apply to firms that choose to adopt the voluntary Wellbeing Standard. The responses will help TPI assess the standard's adoption rate and understand the drivers and barriers influencing its uptake.
As outlined earlier in the October 2024 Consultation, the proposed Wellbeing Standard will be included in TPI's revised Consumer Charter and Standards for adoption on a voluntary basis from 1 January 2025. Ahead of these changes to the annual renewal 2025, TPI plans to publish new guidance on the Wellbeing Standard by the end of 2024 to help Member Firms manage the wellbeing of their staff.
BUILDING SAFETY SELF-EVALUATION SCHEME
This scheme will be available to Member Firms who wish to understand their own progress in meeting the competence requirements now expected of building managers. Alongside the self-evaluation, there will be targeted guidance to help close gaps in their knowledge and capability.
A pilot scheme will run from late November 2024 to January 2025, with around ten Member Firms who have kindly volunteered to participate. TPI is contacting each of those firms directly about the pilot.
Based on the evaluation of this pilot, TPI will determine how best to roll out the scheme more widely from Spring 2025.
