b'THE PROPERTY OMBUDSMAN ANNUAL REPORT 2019Foreword by the Chair of the BoardBaroness Diana WarwickTPO operates in a complex political, professional andTPO stands ready, as ever, to work in partnership within consumer environment and within a dynamic externalthe sector and to be clear and confident that what we context.As Chair of the Board, I recognise the need do has positive impact on peoples lives.We make a for TPO to be seen to be a key contributor to the widerdifference and we do so consistently, fairly, and in the policy debate as well as being focused on improvingpublic interest.service standards.The information in this Annual Report is intended to TPOs message remains clear.Consumers must provide insight and analysis to the Property Sector as a have free access to resolving the problems theywhole. The Board and the Executive are ever mindful of encounter with property agents, whilst the sector the growing expectations of consumers and TPO has yet must continue to strive to provide quality, compliant,again increased its productivity levels in response and value for money services. is also working hard to provide quality services which support, educate, inform and advise consumers.During 2019 our impact on developing compliance with best practice was apparent through the significantAt the time of producing this report we are experiencing, changes made to the Sales and Lettings Codes ofin common with everyone else, the unprecedented Practice.The published Codes involved the widestchallenges that COVID-19 presents. The Board and collaboration within the sector to date and resulted in: the Executive are united in putting staff safety and welfare first. We will do everything possible to continue 44 organisations and individuals responding to an to provide a service to consumers and agents that is open consultation process flexible and responsive to the circumstances. 287 external requests for amendments to be made My thanks go to the Ombudsman and her staff for201 internal, evidence-based changes the resilience they show in meeting the ever-growing demands for TPOs services, and to my fellow BoardTechnical consultations with the Ministry of Housing,Members for their contribution to the important issues Communities and Local Government (MHCLG) andof strategy, governance, financial stability, compliance National Trading Standards Estate Agency Teamand performance.(NTSEAT)I commend this report to you.The Sales and Lettings Codes are the most up todate of any existing Codes and have been scrutinisedand approved by the Chartered Trading Standards Institute (CTSI).Lord Best, in his role as Chair of the Regulation ofDiana Warwick,Property Agents, was clear that these Codes set the The Baroness Warwick of Undercliffe, bar high and that there should be no need to reinvent Chair of TPO Boardthe wheel. As Chair of the Board, I wholeheartedlyagree with him.4'