Industry News


Social housing tenants urged to make more use of complaints


H


ousing Secretary Michael Gove is urging social housing tenants to make their voices heard by complaining about substandard


housing conditions and services, as part of a ‘Make Tings Right’ advertising campaign. Gove is also encouraging more tenants to escalate


their complaints to the Housing Ombudsman if they are unhappy with the landlord’s final response. Tis follows other recent actions to


protect tenants in social housing, including setting time limits for landlords to investigate and fix damp and mould under Awaab’s Law and introducing mandatory qualifications for social housing managers to make sure residents receive a quality service. A national marketing campaign were running


adverts using images of black mould and leaking ceilings across social media platforms including neighbourhood app NextDoor, on radio stations and streaming platforms like Spotify in over six languages. Te campaign is also providing funds for training


in two pilot areas, London and the North West, so they can support more residents who have problems in their homes. Te Housing Secretary said: “Too many


social housing tenants are being let down and ignored. Tis Government is determined to stand up for them and give them a proper voice. Tey deserve a decent, safe and secure home, just like everybody else.” “So we are shining a light on rogue


landlords that ignore their tenants time and again and allow families to live in disrepair. Tis campaign will make sure tenants know their rights and how to make a complaint – giving them the confidence to go to the Ombudsman and ensure action is taken.” Social housing campaigner Kwajo Tweneboa


said: “What we’ve learnt is that social housing in the UK is far from where it should be, and tenants have been monumentally let down whilst enduring terrible living conditions.”


RIGHT TO COMPLAIN “It’s clear things must change, this campaign is the start of that. Te campaign makes clear that disrepair issues from damp and mould to collapsed ceilings must be fixed. Tenants have a right to complain and be listened to, treated with dignity, fairness and respect but most of all live in a house they can call a home.” Findings from the Government’s social


housing resident panel – bringing together over 200 residents across the country – found 65% of members said their experiences of raising complaints with their landlord had been unsatisfactory. Some of the key issues residents raised include: • Te time taken for complaints to be addressed


Findings from the Government’s social housing resident panel – bringing together over 200 residents across the country – found 65% of members said their experiences of raising complaints with their landlord had been unsatisfactory


and resolved;


• Disrespectful conduct, lack of communication, or inaccuracy of information experienced during previous complaints process;


• Lack of repercussions for landlords if residents are not taken seriously or complaints are not resolved satisfactorily; and


• Burden and complexity of the complaints process.


Almost a third of all social renters considered making a complaint in 2020/21, but 27% chose not to because they thought nothing would be done in response, according to figures from the English Housing Survey. Since October last year, it has been quicker and


easier for residents to take complaints directly to the Housing Ombudsman, aſter the requirement for people to go to their MP or local councillor first


8 | HMMApril/May 2023 | www.housingmmonline.co.uk


and wait eight weeks aſter completing the landlord’s process was removed. Te Social Housing (Regulation) Bill will


strengthen the powers of the Regulator, allowing it to enter properties with only 48 hours’ notice, make emergency repairs with landlords footing the bill and issue unlimited fines to failing landlords. It is expected to receive Royal Assent in late Spring. Housing Ombudsman Richard Blakeway said:


“Effective complaint handling starts with landlords getting things right first time. If and when things do go wrong, landlords must fix the issue, apologise, offer appropriate compensation, and show they have learnt from those errors.” “If that doesn’t happen then residents can take


their complaint to us at the Housing Ombudsman. We’re free, independent and impartial in order to help residents and landlords find a resolution to their complaint.”


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