b'In 2018, TPO sent outConsumer Survey Review 201830,000consumer guides toSurvey measures on two main factors:agents to hand out Service and Decision /Resolution Satisfactionto customers65% 60% 51%of consumers would use Overall consumer serviceOverall consumer decision / TPO membership as a factor when choosing a futuresatisfaction for 2018 resolution satisfaction for 2018property agentCLEAR INFORMATION GIVENDECISION/RESOLUTION WAS ABOUT THE PROCESS CLEARLY EXPLAINED79% STAFF ARE HELPFUL FAIR DECISION/RESOLUTION IN THE CIRCUMSTANCESof respondents stated theyhad a financial award orSTAFF ARE KNOWLEDGEABLE ALL ISSUES DEALT WITHresolution madeCONSUMER KEPT UP TO DATE BOTH SIDES ARE FULLYCONSIDERED57% QUICK RESPONSE TIME REFERENCE TO TPO CODECLARIFIEDof complex cases* were supported in whole or in part*sales, lettings & RLM cases Agent Survey Review 2018Landlords were theSurvey measures on two main factors:most frequent type ofService and Decision /Resolution Satisfactionrespondent in 2018One complaint who took the75% 82%time to provide feedback about TPOs service said that he had never heard ofOverall member agentOverall member agent decision / TPO before but had beenservice satisfaction 2018 resolution satisfaction for 2018recommended to try the service. Following a phone call with a TPO adjudicator he said he had been veryCLEAR INFORMATION GIVEN FAIR DECISION/RESOLUTION pleased with how he hasABOUT THE PROCESS IN THE CIRCUMSTANCESbeen kept informed at everyDECISION/RESOLUTION WAS step of the process and notQUICK RESPONSE TIME CLEARLY EXPLAINEDonce felt that he had to chase for answers. He said that it was rare this happens withSTAFF ARE HELPFUL ALL ISSUES DEALT WITHorganisations and wanted to share the positive feedback.BOTH SIDES ARE FULLYHe advised that whateverSTAFF ARE KNOWLEDGEABLE CONSIDEREDhappened with the outcome of the review, that he hadMEMBER AGENT KEPT UP TO DATE REFERENCE TO TPO CODEbeen dealt with very well. CLARIFIED16'