I was delighted to be appointed in open competition as chair of TPO Council in May 2017, and to pick up the reins from Lord Richard Best who has so ably steered TPO for the last ten years. Although new to the world of the Ombudsman, I bring a wealth of experience in Housing, Governance and Standards which I will put to good use during my term of office. And it looks like my term of office will be a very busy one with a determined approach by Government to put all aspects of Housing at the top of the agenda. The Ombudsman and her team have responded to 5 sets of government consultations ranging from the Tenant Fees Bill, through rogue landlords in the private rented sector, to client money protection and improving the home buying and selling process, a considerable increase in workload but essential in influencing Government. From my perspective, the policy landscape is complex and dynamic. We all need somewhere safe and pleasant to call home and yet navigating the purchase, lease or let of a property is by no means a simple process. Given the huge number and value of transactions in the Sales and Lettings markets, the potential for consumer detriment is high, so I welcome the Government’s intention to simplify and to regulate. The Property Ombudsman continues to play a major part in providing consumer redress when things go wrong. More than that, as the Annual Report demonstrates, TPO plays a major role in raising standards for all consumers in the United Kingdom by investing time and effort into sharing best practice through the TPO Codes of Practice. The Ombudsman and her team of adjudicators judge the actions of agents against the Codes so that decisions are consistent and clear. The Codes represent best practice and reflect the fact that the vast majority of agents, by adopting the Codes, choose to adopt high standards. And where agents fail to meet the standards and pay awards made by the Ombudsman, then the Council has delegated its authority to a Disciplinary and Standards Committee, which can exclude or expel an agent from the Scheme. I set this out to remind us all that an Ombudsman Scheme such as TPO does have teeth and it can and does raise standards. I look forward to TPO continuing to evolve and grow in the face of the rising workloads you will see in this report, and in the policy changes that lie ahead. Baroness Diana Warwick Chair, TPO Council 3 Foreword by the Chair of the Council Baroness Diana Warwick Baroness Diana Warwick Chair of the Council THE PROPERTY OMBUDSMAN ANNUAL REPORT 2017