b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2018Independent ReviewersReport 2018I represent the last stage inIn terms of resolution cases I am again impressed by TPOs service complaintsthe detail of explanation provided in the resolution procedure and I alsodecisions. I am also pleased to see again evidence of undertake an audit of casesTPO negotiating a settlement between the parties at this completed by TPO.earlier stage. However, I would encourage TPO to use 2018 service complaintthe telephone more in this work.workloadIn terms of case reviews, I am pleased that I saw that I saw a sharp decline in theappropriate explanations, with reference to the Codes number of service complaintsof Practice and other legislation, given for the decisions referred to me this year fromand that the tone and content of the decisions has Claire Evans,nine last year to only one continued to improve.Independent Reviewer this year. My audit of case reviews also showed improvement In the one case I reviewed, it was pleasing to see thatduring the second half of the year in terms of throughput to a large extent TPO had already accepted, apologisedtimes and I am particularly pleased to report on the and offered appropriate redress for the service issuespositive impact sharing case decisions simultaneously raised by the complaint. Having said that, I identified ahas had in this area. further three service issues and recommended that the Ombudsman took action to remedy those, which she did.I was, however, disappointed not to see more use of the telephone at case review stage and through my report I I am particularly pleased to report that TPO have actedencourage TPO to embed the use of telephone contact as on and implemented the recommendations I made topart of their casework process. That can lead to further them last year about changes to the service complaintsimprovements in terms of the customer experience, the process. The new two-stage approach has the customerdecision-making process and in throughput times. at the heart of the service complaints process. It isConclusion less formal and rightly puts the responsibility for responding to complaints to staff members responsibleI am very pleased about the changes TPO have for delivering the service. I look forward to seeing theimplemented to the service complaints process and to impact of this over 2019.report that my audit of cases has shown overwhelmingly that TPO continues to act within its Terms of Reference. 2018 audit workI encourage TPO to look for further improvements to its I looked at a sample of enquiry (1%), resolution (3%) casework process by utilising telephone contact withand case review (2%) cases. I am pleased to report the parties. 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 wasClaire Evanswithin TPOs remit.Independent Reviewer20'