b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2018Ombudsmans Report Katrine Sporle, OmbudsmanAs we look back over 2018, I am proud to say that TPOconsumers are properly advised on the risks they take has gone from strength to strength. Everything grewwhen appointing two agents.and improved. The outcome was a better, faster service to customers. In what has been another action-packed year, my Deputy and I have continued to make ourselves Key outcomes were: available at conferences and masterclasses up andOver 2m returned to consumers in awards down the country (see page 17) and we have continued97% of awards were paid to invest in staff training. The fact that our consumer 92% of complex cases were resolved within satisfaction levels remain high (see page 16) and that the 3 months by year end Independent Reviewer (see page 20) has also reported100% of local resolutions were processed on rising standards is a tribute to the expert staff and within 10 days the team approach here at TPO. Their professionalism, commitment, knowledge and expertise is also reflected These outcomes were achieved despite another year ofin the specific comments received from both consumers increased workload. We offer a 24/7 online chat serviceand scheme members.to our customers and we provided an expert adviceLooking ahead to 2019, I am confident that TPO will service to more than 19,000 enquiries received by phone,continue to raise standards and to meet whatever email and post. During the course of this year there haschallenges we face. We were delighted to achieve RICS been a significant increase in the number of Residentialapproval for surveying servicesboth because we are Leasehold Management (RLM) members (following theable to offer a one-stop shop to members and because withdrawal of Ombudsman Services: Property) withit reinforces our expert role in the industry. We continue a resultant increase in the number of enquiries andto believe that our role can be further extended to cover complaints handled, so much so that this Annual Reportother gaps in redress, notably New Homes.will feature RLM outcomes in the same way as for Sales and Lettings. The beginning of 2019 will see us working in close A key objective of any Ombudsman Scheme is tocollaboration and partnership with consumer groups, identify trends in consumer detriment. During 2018 wethe industry, stakeholders and government to update were particularly concerned at the rising number ofthe Sales and Lettings Codes of Practice to reflect new complaints from consumers faced with demands to paylegislation and best practice.two commission fees following the sale of their homes. My thanks go, as always, to our staff for their dedication, Despite producing a hot topic note and publishing casecommitment and resilience in providing quality reviews, the number of complaints continues to rise.outcomes to so many people throughout the year.The Consumer and Industry Forums, featured on page 18, were set up specifically to enable wider stakeholder discussions to take place to highlight issues like these, with a view to reducing consumer detriment. As a result, action is being taken to produce more guidance, tightenKatrine Sporle up best practice in the Codes of Practice and ensure thatOmbudsman6'