LeO to consult on new strategy as demand for its service outpaces capacity
Summary
The Legal Ombudsman is preparing a consultation on a new strategy after complaint volumes rose faster than its current capacity to resolve cases. The service says demand is being driven largely by communication failures and delays, and it is also changing how it reports caseload data to give a fuller view of workflow pressures.
Why it matters
Residential property surveyors may be affected where they handle or advise on conveyancing-related complaints, especially around communication and delay issues. The proposed changes to complaint handling, case fees and publication of decisions may influence expectations on first-tier complaint resolution across the wider property and legal services chain.
Key points
- LeO received more than 8,700 complaints in the half-year, up 31% year-on-year.
- The service resolved 2,327 complaints in Q1 and 2,551 in Q2, but says demand is still outpacing capacity.
- Communication and delays accounted for 45% of accepted complaint types.
- A new reporting framework will show open enquiries, investigations and cases nearing conclusion.
- A combined 2027-2030 strategy and 2027/2028 business and budget plan will go out to consultation.
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