b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2019TPO Financial ReviewAs in previous years, 2019subscription fee per branch which now includes a demonstrated another yearfair usage policy. Fair usage means that each branch of significant demand onsubscription includes up to three Ombudsman supported the scheme with an overallcomplaints in each renewal year. The review proved 20% increase in complaintthat for the vast majority of agents the introduction of numbers. The challengefair usage would see no additional fees incurred. This remains matching incomingpolicy will however provide for agents to use the scheme resources to meet the demandproportionately and we hope that this approach will act on the service and manageas an incentive to drive better service to consumers Gerry Fitzjohn, the workload; and to do so inand encourage agents to resolve complaints at an Chair, TPO Finance &an efficient and cost-effectiveearlier stage. We have been encouraged to hear positive Performance Committee manner. As explained infeedback from our agents regarding the introduction my report last year it hadof the fair usage policy which only supports the data become necessary to review the fee structure. Feesdemonstrating the vast majority of TPO members strive had not changed since 2014 however by the end of 2018to offer the best possible service.complaints had risen by 40% and enquiries by 73%. TPO made a conscious decision to use some of itsFor the first time TPO members will be able to pay their reserves and the 2019 result shows a planned deficit tofees by direct debit and the membership team are in the continue to invest in its infrastructure first before takingprocess of rolling this out to members. Not only is this a the difficult step of increasing fees to continue on acost effective method for TPO to collect payment but will sustainable platform. also provide seamless renewal so agents can easily fulfil their obligations to be registered with a redress scheme.During 2019 the Board instructed a root and branch review of the membership scheme subscription feesTPO will continue to monitor its membership and versus the actual activities undertaken led by thisworkload to plan ahead based on known factors whilst Committee. Our key aim was that the review and ultimatehaving an awareness of the changing landscape. As a outcome follow the Ombudsman Association principlesnot for profit organisation this Committee and Board of openness and transparency, accountability, integrity,seeks to ensure its income and resources expended clarity of purpose and effectiveness. The Executive teamare in equilibrium. The final change in our fee review carried out extensive work that plotted the membershipto introduce inflationary increases as appropriate aims demographic against the complaint profile and activities.to future proof the ability to raise sufficient income to Whilst being mindful of the changing landscape andsupport TPOs continued work whilst always ensuring an the principles described above, a number of optionsappropriate level of reserves is maintained.for the charging basis and the cost of subscription fees were presented. These were carefully considered by the Committee and Board before finally agreeing theway forward. November saw the launch of the new fee structure,Gerry Fitzjohneffective from January 2020. We continue with a basic Chair, TPO Finance & Performance Committee18'