Welcome to The Property Ombudsman newsletter. It has been an extremely busy time at TPO with lots of change expected in the coming months. My primary focus is on improving our service to give you, our members, the most efficient and informative experience possible. Whilst all agents wish to avoid dealing with TPO as a result of a complaint, we want to reassure you that we are also here to help and support. Our revised Terms of Reference coupled with our Complaint Handling Toolkits are the start of a suite of tools we will be developing to help our members deal with disputes should they arise. We hope you find the information in this newsletter useful and if there is something you would like to know more about or see more of, please let us know by dropping a line to media@tpos.com