b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 201871%Consumer Survey Review 2019of consumers would useSurvey measures on two main factors:TPO membership as aService and Decision /Resolution Satisfactionfactor when choosing a future property agent 81% 57% 48%of respondents state thatOverall consumer serviceOverall consumer decision / they had a financial award orsatisfaction for 2019 resolution satisfaction for 2019resolution madeSTAFF ARE HELPFUL DECISION/RESOLUTION WAS CLEARLY EXPLAINED83% CLEAR INFORMATION GIVENFAIR DECISION/RESOLUTION ABOUT THE PROCESS IN THE CIRCUMSTANCESof complex cases* were supported in whole or in part QUICK RESPONSE TIME ALL ISSUES DEALT WITH*sales, lettings & RLM casesSTAFF ARE KNOWLEDGEABLE BOTH SIDES ARE FULLYCONSIDEREDCONSUMERS ARE KEPT UP TO DATE REFERENCE TO TPO CODECLARIFIEDTenants (including potential tenants) were the most frequent type of respondent in 2019Agent Survey Review 2019Survey measures on two main factors:Service and Decision /Resolution Satisfaction77% 77%Overall member agentOverall member agent decision / service satisfaction 2019 resolution satisfaction for 2019CLEAR INFORMATION GIVEN FAIR DECISION/RESOLUTION ABOUT THE PROCESS IN THE CIRCUMSTANCESSTAFF ARE HELPFUL DECISION/RESOLUTION WAS CLEARLY EXPLAINEDMEMBER AGENT KEPT UP TO DATE ALL ISSUES DEALT WITHSTAFF ARE KNOWLEDGEABLE BOTH SIDES ARE FULLYCONSIDEREDQUICK RESPONSE TIME REFERENCE TO TPO CODECLARIFIED2020'