b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2018Deputy Ombudsmans Report Jane Erskine, Deputy OmbudsmanThe case studies on pages 12 to 15 show how we haveWhere there has been a serious impact on living made a difference for consumers over the past year.conditions or arrangements, or severe worry and The studies show how we investigate complaints andstress for the consumer and family, and significant and how we apply the TPO Codes of Practice to achieveavoidable disruption for an unnecessary amount of time, fair and impartial outcomes. The case studies alsowe will make awards of 1,000. We decide each case demonstrate the awards that we can make if a complaintupon its own merits and there may be cases where, due is supported. Awards are for actual financial loss and,to exceptional circumstances, the award may be higher.where appropriate, for the aggravation, distress and inconvenience caused to the consumer by the Our homes are the most important investment that we agents actions. make. I have chosen case studies which represent daily life, rather than the more extreme but unusual cases Actual financial loss is generally straightforward tothat we see.determine. The compensatory element, however, is based on the seriousness of what has taken place. We will make moderate awards up to 300 for evident upset, distress and inconvenience. Whilst recognising peoples upset, we do not make awards for what might have goneJane Erskine wrong but didnt. We will make a more significant award,Deputy Ombudsmanbetween 300 and 750, for aggravation, distress and inconvenience over a more prolonged period. 7'