b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2018Foreword by the Chair of the BoardBaroness Diana Warwick Baroness Diana Warwick Chair of TPO Board2018 has been an enormously challenging, busy andThroughout all of this, the Ombudsman and her expert auspicious year for TPO. Challenging because of everteam have continued to focus on the day job, playing increasing demands for our services. Busy becausea crucial role in providing consumer redress when we were determined to modernise on all fronts things go wrong. We responded to record levels of governance, systems, skills and services. Auspiciousenquiriesnearly 30,000 people contacted us by phone, because the future looks bright as we have successfullyemail, letter and online, reinforcing the Ombudsmans navigated the transition from Council & Board to a singleobjectives of providing accessible, efficient, transparent Unitary Board (page 5), with a more defined externaland independent services.focus. We have introduced new systems which enabled us to streamline the process and speed up decisionMy own experience of TPO during 2018 is one of making on complex casework. robustness and resilience. We modernised, we improved, we absorbed new work from other A major challenge was to do everything possible toorganisations. That is the name of the game forunderstand, respond to and prepare for changes inTPO. We stand for universal access by consumers to the policy landscape. There were eight Governmentconsistent, high quality alternate dispute resolutionconsultations and calls for evidence which weand want to make sure it continues in the changing responded to this year. TPO has fully engaged withpolicy landscape.the governments agenda, providing evidence and the Property Ombudsmans voice to the need for theTPO will continue to respond to those challenges inindustry to stand up and be counted on regulation,the year ahead, and I commend this report.service excellence and specifically onclosing redress gaps.During the year we took a long, hard look at our own governance structures. The Council & Board were unanimous that modernisation was necessary, and aDiana Warwick,smooth transition to a Unitary Board was achieved inThe Baroness Warwick of Undercliffe, July 2018. The new Board structure includes the newlyChair of TPO Boardconstituted, external facing Consumer Forum and its counterpart, the Industry Forum. I am optimistic that this innovation will allow TPO to lead the way in overcoming consumer detriment in the industry.4'