Modernisation has come in the shape of business process review prior to upgrading our CRM and case handling software systems. We are confident of increasing our efficiency and effectiveness of complaint handling and will be rolling out a new system later this year. Renewal has come through a comprehensive review of the Ombudsman’s Terms of Reference which will be introduced at the same time as the new systems are rolled out. Key changes include shorter response times for both parties and the simultaneous issuing of proposed decisions to both consumer and agent. This is an important move. It will benefit both parties by emphasising fairness and transparency throughout the process. And it will significantly speed up decision making. The future of redress As we go to print with this annual report, which represents a significant amount of remedial action on behalf of consumers – to the tune of £1.36million – we will also be responding to the Government’s consultation on a single Ombudsman. We believe that there should be only one Ombudsman per sector. We believe a single Ombudsman is better placed to set best practice, which will raise standards in the industry, clarify the position for consumers, and provide value and quality decision making against single codes of practice that are applicable to all. We believe that a single Ombudsman should work in clear partnership with robust regulation and effective enforcement. But we cannot see one Ombudsman being effective for the whole of the private and social sector. We think there should be a single Ombudsman for the private property sector and a single Ombudsman for the social sector with clear partnership working between the two. Whatever happens this will not take place overnight and we pledge ourselves to finding positive solutions to the needs of consumers and the industry for the foreseeable future, as well as working in partnership with all stakeholders to find the right solutions. Above all we are here for consumers when things go wrong. We are here to put things right. And we are here to continue to provide a platform for learning, education and improvement throughout 2018 and beyond. Katrine Sporle Ombudsman 5 THE PROPERTY OMBUDSMAN ANNUAL REPORT 2017 Katrine Sporle, Ombudsman Jane Erskine, Deputy Ombudsman