b'Compliance Committee QUICK STATSAs part of TPOs new governance structure, and in accordance with the Chartered Trading Standards Institutes (CTSI) approval of TPOs Codes of Practice, TPO has a Compliance Committee (CC) which reports to the Board.97%It is mainly tasked with securing the implementation of decisions made by the Ombudsman on the relatively few occasions where a property business doesof awards paid by TPO membersnot comply. The CC can impose various sanctions, including issuing warnings, fining agents and expelling them from TPO.TPOs Codes ofHowever, of the remaining cases, 4 agents0.1%Practice set outhad already ceased trading and 21 relatedof all TPO firms clearly what ato agents who were no longer members ofreferred to CCconsumer shouldTPO or any other redress scheme. The other expect from a TPOcases related to agents who were apparently agent and simplifystill trading yet did not comply with the92%a complex legalOmbudsmans award. Altogether in 2018, and contractual24 agents were expelled from TPO relating landscape to theto 39 lettings cases and 3 sales cases. Theof cases concerned benefit of all. remaining cases are ongoing. letting agentsGillian Fleming, Chair of ComplianceThat means agents Committeewith TPO knowWhere expulsion occurred; the what should beMemorandum of Understanding with other33%done for clients and, where there have beenschemes also ensures that those agents shortcomings, will pay an award on time andcould not register for redress at a laterof agents referred comply with other recommendations madedate unless those consumer awards arehad ceased trading by the Ombudsman. paid. Every case was reported to Tradingor left TPOStandards who can fine agents 5,000 ifThe Ombudsman supported 2782 complaintsthey are found to be trading illegallyin 2018, of which 2381 required a financialwithout redress registration.The aim of the NTS award to be paid. Consumers and especiallyEstate Agency Team agents need to know that, when an agentOverall, 76 cases of non-payment of anis to raise standards has been judged to have acted unfairly andOmbudsmans award by 41 agents werewithin the industry. The does not put it right, there will be actionconsidered by the CC during 2018. ThisProperty Ombudsman represents an increase over 2017 of 21 Scheme provides against them. In 2018, 76 new referralsintelligence to the team were made to the CC (as against 55 in 2017).cases and 11 agents. The final outcomeregarding agents that These related to 41 different agencies (oneof cases where the Ombudsmans awardhave been expelled agent being responsible for 14 cases). Allwas paid was 97%, demonstrating TPOsor where there effectiveness in ensuring consumers are concerns with were for failure to pay an award and/orcompliance matters. carry out a direction imposed on them byreceive appropriate redress. This information the Ombudsman. Only 4 cases concernedis fundamental for investigations, providing property sales, while 70 related to thecrucial evidence for actions of letting agents. The remaining twothe team to pursue cases concerned a residential leaseholdeither a prosecution management company and an auctioneer. or to issue a warning Gillian Flemingor banning order. Action by the CC resulted in 13 casesChair, Compliance CommitteeEffective communication between the team and being successfully settled with consumersthe redress schemes receiving what was rightly due to them.is crucial in our work to protect consumers and safeguard honest businesses. NTSEAT19'