b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2019QUICKIndependent ReviewersSTATS Report 201998% I represent the last stage in TPOsreasons for their decisions.service complaints procedure and I also undertake an audit of cases completed This year saw changes to the case review of awards paid byprocess in August 2019, in terms of the TPO members by TPO. length of time given to respond to case 2019 service complaint workloadreviews and a focus on chasing comments on those decisions. I am pleased to report 0.1% that has worked well.I considered five complaints about TPOs service this year.I supported four (outAs a result of the increase in TPOs of all TPO firmsof the 24) individual issues of concernworkload, in particular the increase in referred to CC brought to me (16.5%) and I am pleased complex cases received, this has been a to report that TPO agreed to all mychallenging year for TPO. Despite their 19% recommendations for redress where Ibest efforts this has led to delays in the found that their service had fallen short. allocation of complaints for case review.As a result of the service complaintsThis is an area that TPO are focussing on less cases referredgoing forward and developing strategies to to CC I received I also made three recommendations for serviceaddress. I welcome their work in this area.improvements and I am pleased to90% report that these have been or arebeing taken forward. of cases concernedClaire Evansletting agents 2019 audit workIndependent Reviewer I looked at a sample of enquiry (1%), 41% resolution (2%) and case review (2%) cases. I am particularly pleased to report that TPO have continued to had ceased tradingprovide appropriate advice and guidance or left TPO on enquiries made of them, including complaints that fall outside of their remit.I am also pleased to see again this year evidence of TPO trying to negotiate settlements earlier in the process andthat is working well. I encourage TPO Claire Evans, Independent Reviewerto expand on this work wherever thatis possible.I saw no cases this year where TPO acted outside of their Terms of Reference and through my audit I am satisfied that TPO provided appropriate explanations and 17'