I represent the last stage in TPO’s service complaints procedure and I also undertake an audit of cases completed by TPO. 2017 complaint workload I considered nine complaints about TPO’s service this year, which included 56 individual issues of concern that were within my remit. In total I supported four individual issues of concern (7%). That represents a significant decrease in the upheld rate from 2016 (19%). However, two of the complaints issues I supported were significant because I found that in two cases not all of the complaints raised about the agent had been considered as part of the case reviews. I am pleased that TPO agreed to all my recommendations for redress where I found that their service had fallen short and have agreed to take action on my recommendations for service improvements. 2017 audit work I looked at a sample of enquiry (1%), resolution (3.5%) and case review (2%) cases. I am pleased to report that I saw no cases where TPO acted outside of their Terms of Reference. In terms of enquiry cases I am again pleased to see evidence of TPO staff providing advice and support to enquirers regardless of whether their complaint was within TPO’s remit. In terms of resolution cases I am again impressed by the detail of explanation provided in the resolution decisions. I am also pleased to see again evidence of TPO negotiating a settlement between the parties at this earlier stage. However, I would encourage TPO to use the telephone more in this work. In terms of case reviews, I am pleased that I saw that appropriate explanations, with reference to the code of practice and other legislation, given for the decisions. I am disappointed to see that delays at case review stage have become an issue again this year. However, it is positive that TPO are looking at process improvements to increase efficiency and improve the customer experience. Conclusion Overall, I have been satisfied with the decisions and explanations provided at the first two stages of the complaints process. However, I recommend that the complaints process itself is reviewed in the light of the two significant issues that were not identified and rectified before coming to me. My audit of cases has shown again that TPO continues to act within the Terms of Reference and I am pleased that they are looking at ways to make the process more efficient to reduce delays. Claire Evans Independent Reviewer Independent Reviewer’s Report 2017 20 THE PROPERTY OMBUDSMAN ANNUAL REPORT 2017 Claire Evans Independent Reviewer