Curry Popeck

Housing complaints system for consumers to be streamlined

The government plans to streamline the complaints system for tenants and homeowners so that no one is left battling with their landlord or builder to resolve issues with their home.

Under the current system, consumers may need to approach up to four different organisations to find the appropriate one to deal with their complaint.

The government will begin an 8-week consultation to shape a better and simpler complaints procedure, using people’s real experiences as a guide.

As it stands, landlords don’t have to be registered with a complaints system, meaning their tenants may be unsure where to turn to for help if an issue arises.

Similarly, builders are responsible for fixing incomplete work on new homes, but if this doesn’t happen, consumers can struggle to find the correct organisation to deal with their complaint.

The consultation is open to tenants, landlords, homeowners, and existing ombudsman schemes. It will look to address 3 key areas:

  1. The effectiveness of the current complaint process
  2. What standard of service should be expected and if a single housing ombudsman is needed
  3. How to fill the existing gaps in the current system.

Housing Secretary Sajid Javid said: “For too long, tenants and homeowners have navigated multiple complaints procedures to resolve disputes about everyday household repairs and maintenance.

“Fixing this housing crisis is about more than just building homes, it’s ensuring people have the answers available when something goes wrong.”

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