Section: Tenants' Rights

New government campaign aims to empower social housing residents to raise complaints

Posted 05.03.21
GOV.UK: Further reading

Social housing residents will be helped with improving their living conditions through a new government campaign.

'Make Things Right' will help residents raise complaints if they are unhappy with their landlord and struggling to get problems resolved, with clear advice on how to progress issues to the Housing Ombudsman if necessary.

The recent social housing white paper - 'The Charter for Social Housing Residents' - set out an action plan to make landlords more accountable for the services they deliver.

The Charter aims to speed up the complaints procedure for social housing residents, by reducing decision times and ensuring effective resolution.

It will run adverts on digital and social media channels, as well as music streaming sites, to raise awareness of the complaints process and barriers to these being progressed.

Recent government figures show that 59% of issues raised by social housing residents do not make it through as an official complaint to the landlord, despite the resident being unhappy with the initial response received - with 35% of residents listing concerns around retaliation by landlords and neighbours as a reason for not raising an issue.


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Edited by Mike Skilton

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Reporting on March 2021

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