b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 20192019 in Numbers:RLMTOP CAUSES OF RLMCOMPLAINTSBEST PRACTICECOMPLAINTS HANDLINGMAINTENANCE - MAJOR WORKSSERVICE CHARGE - DEMAND /COLLECTIONCOMPLAINTS SUPPORTEDBY THE OMBUDSMAN820 RLM casesresolvedComplaintsComplaintsComplaints received fromreceived fromreceived by Landlords Tenants Other*78% 14% 8%(638) (113) (69)Total cases49% (405)supported* TPO also considers RLM complaints from potential Freeholders and Leaseholders, and other third parties affected by the actions of the agent.11'