b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 20192019 in Numbers:SALES & LETTINGSTOPTOP CAUSES CAUSES OF OF SALES LETTINGSCOMPLAINTS COMPLAINTSCOMMUNICATION AND RECORD KEEPING MANAGEMENTCOMPLAINTS HANDLING COMMUNICATION AND RECORD KEEPINGMARKETING AND ADVERTISINGCOMPLAINTS HANDLINGINSTRUCTIONS, TERMS OFTENANCY AGREEMENTS, INVENTORIES BUSINESS,COMMISSION AND TERMINATION AND DEPOSITSCOMPLAINTS SUPPORTED COMPLAINTS SUPPORTEDBY THE OMBUDSMAN BY THE OMBUDSMAN1,540 Sales cases 2,516 Lettings casesresolved resolvedComplaintsComplaintsComplaintsComplaintsComplaintsComplaints received fromreceived fromreceived byreceived fromreceived fromreceived by Sellers Buyers Other* Landlords Tenants Other*67% 29% 4% 50% 48% 2%(1038) (448) (54) (1260) (1206) (50)Total cases63% (969) Total cases67% (1697)supported supported* TPO can also consider sales and lettings complaints from small businesses, charities and third parties affected by the actions of the agent.10'