- Our Work
- The Property Ombudsman (TPO)
The Property Ombudsman
The Property Ombudsman provides a fair and impartial service to the property industry, backed by a knowledgeable team. But behind that service sat a membership management process that was largely manual and prone to error. TPO partnered with Novicell to change that. Working closely with members through a discovery phase, the two teams defined what a successful members platform needed to do: give members a secure, easy way to view and update their own data, while also giving them a clear overview of any complaint and where it stood in the process.
The Challenge
TPO's previous system relied on manual processes, and that created inefficiency at every step. Membership data needs to be continually updated, refreshed and confirmed to stay accurate. Managing that through old systems and spreadsheets left plenty of room for tracking errors to creep in. At the same time, members typically only had reason to contact TPO when they had a complaint, and what they wanted most in that moment was visibility. Without a way to check progress themselves, that visibility could only come through direct calls and e-mails.
What we did
Novicell and TPO built an integrated members portal, giving members 24-hour access to their account information and complaint status. The portal was designed to be user-friendly, on-brand and genuinely useful to members, with: - A clear dashboard where members can view and edit their own data - A complaints overview that gives a clear indication of status, filterable for corporate members - Guides and content that add further value beyond the core account tools
Additional Features
The TPO Portal's new certificate download feature gives members instant, self-service access to a certificate matched to their membership type. From their dashboard, members can download a personalised, branded PDF populated with their registered name, trading name, membership information and expiry date. Certificates generate on click, removing the need for manual document preparation or back-office intervention. The feature uses standard templates with embedded brand fonts, and membership-based checks ensure members receive the correct certificate.
Benefits include:
Faster, more convenient access to official certification against The Property Ombudsman Scheme
Reduced manual administration for The Property Ombudsman team
Consistent, professional certificate output
Certificates generated from member profile data
Solution consists of
Self Service
Fewer direct calls and e-mails, as members can find what they need in the portal
Financial Management
Better financial management internally, thanks to more reliable data
Retention
Higher retention, driven by clearer, more accurate information for members
Interested in finding out more?
Please get in touch

