2 The Property Ombudsman Milford House 43–55 Milford Street Salisbury, Wiltshire SP1 2BP Complaint enquiries Tel: 01722 333 306 Email: [email protected] Membership enquiries Tel: 01722 335 458 Email: [email protected] Scheme contact information @TPOmb www.tpos.co.uk facebook.com/PropertyOmbudsman Search for registered Agents: www.tpos.co.uk/find-a-member  Contents 3  Foreword by the Chair of Council – Baroness Diana Warwick 4 Ombudsman’s Report – Katrine Sporle 6 2017 in Numbers: Enquiries & Complaints 7 2017 in Numbers: Awards 8 2017 in Numbers: Sales 9 2017 in Numbers: Lettings 10 Consumer Survey Review 11 TPO Agents & Codes of Practice 12 Case Summaries 16 On The Road With TPO 18 Protecting Consumers: TPO’s Council 19 Disciplinary & Standards Committee 20 Independent Reviewer’s Report 2017 21 TPO’s Board 22 TPO Accounts: Finance Report w THE PROPERTY OMBUDSMAN ANNUAL REPORT 2017