A Housing Complaints Guide for Social Tenants

How have NewmanFrancis Supported Residents with housing management issues? 

NewmanFrancis’ team have provided a lot of support to residents around housing management related issues, on projects where independent advice/advocacy is an integral part of our service delivery.

As part of our advocacy service, the team have supported residents with the correct process for how to escalate a repair or housing issue with their landlord.

In instances where an issue is unresolved and longstanding, the team have provided residents with information and support on how to access their landlord’s complaints procedure to log a formal complaint.

The team also provide residents with information about how to access the Housing Ombudsman service, should they still feel their complaint is unresolved.

The Housing Ombudsman service is an independent regulator that looks at housing complaints for local authorities / housing associations that are registered with them. The service is free, independent and impartial. Both tenants & leaseholders can access this service. 

 

What is the complaints procedure for social tenants?
  1. In the first instance, you should log your repair with your landlord through the correct channels through their contact centre or online repairs form. Request a case reference number if applicable, so that if you have to follow up with your previously logged repair, you can use this number as a reference point.

To determine what repairs your landlords are responsible for, and what is considered as an emergency, essential or standard repair, please visit: Repairs for social tenants | Housing Rights

  • If you feel that your repair issue is unresolved in a timely manner by your landlord, you can log a formal Stage 1 complaint through your landlord’s official complaints process. Your landlord will conduct a full review and issue a response within an allocated time period in line with their complaint’s procedure.
  • If you are dissatisfied with your landlord’s response to your Stage 1 complaint and feel that your complaint is still unresolved, you can appeal and escalate this as a Stage 2 complaint.

Dependent on your landlord’s complaints procedure, often Stage 2 complaints are reviewed by a senior manager who is independent of the service area. They will work with the resident to seek resolution.

  • If you feel that your complaint is unresolved, and you are still dissatisfied after your landlord’s formal two stage complaints process. You can escalate your complaint / housing issue to the housing ombudsman.

The Housing Ombudsman service is an independent regulator that looks at housing complaints for local authorities / housing associations that are registered with them. The service is free, independent and impartial. Both tenants & leaseholders can access this service.

The Housing Ombudsman can also provide advice and guidance during the complaint process.

Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000

Find out more about the housing ombudsman service: www.housing-ombudsman.org.uk

 

Other avenues of support:
  • Residents may also consider support from their local ward councillors who can take up your housing issue and advocate on your behalf as part of their case load.
  • Residents may also seek advice from the Citizens Advice Bureau
  • Some residents may be entitled to legal aid to seek legal advice
  • Residents may also decide to explore further legal advice.

 

What should I mention in my complaint?

The complaint should be brief, concise and clear.  In your complaint it is important to include the following where applicable:

  • What the issue is
  • How long the issue has persisted for
  • Timeframes of events (including call outs, delays to resolving repairs, when you’ve logged the repair issue or a complaint – it is best to keep a diary of events).
  • Any damages or additional expenses occurred because of the issue (this can be used to help your landlord determine whether you are entitled to additional compensation).
  • If members of your household have suffered any health/medical issues, or if health/medical issues have been exacerbated as a result. (a letter or doctors note can be useful in this instance).  You may also be able to request from your GP a visit from an Occupational Therapy service.
  • Photo/Video evidences of the issues.
  • How you would like your landlord to put things right