Posted 10.07.14
While the vast majority of social tenants are happy with the service they receive and the relationship they have with their landlords, Housing Minister Kris Hopkins has made clear that there must be no delay in resolving issues where they arise and that tenants need clear and simple advice about how to make a complaint.
Since 2011, MPs, councillors and designated tenant panels have had a formal role in the complaints process. They have been able to represent tenants who feel their concerns are not being addressed.
The complaints process for social tenants is now published on the Government's website, while the Homes and Communities Agency has clarified its role as the industry's regulator.
The Housing Minister has also written to the National Housing Federation, the Charted Institute of Housing and the Local Government Association, urging them and their members to ensure tenants know how to complain if they need to do so.
In addition, ministers are examining the greater role tenants themselves can play in shaping the service they receive form their landlords.
