Section: Ombudsman

Government moves towards a shake-up of broken housing complaints system

Posted 19.02.18
Ministry of Housing, Communities & Local Government: Article link

Dissatisfied tenants and homeowners across the country may be offered a lifeline as Government considers options to ensure that no-one is left battling with their landlord or builder to resolve issues with their home, Housing Secretary Sajid Javid has announced.

From broken boilers to cracks in walls, the current choice of schemes risks leaving thousands without answers, with others having to manoeuvre between at least four different services just to work out where to register a complaint.

An eight week consultation beginning 18 February will use people's experiences to shape a simpler and better complaints system, so future disputes can be resolved faster and consumers can access compensation where it is owed.

Options considered in the consultation include:


Ombudsman Services to withdraw from complaints handling in the property sector

Posted 06.02.18
Ombudsman Services: Article link

Ombudsman Services (OS) has announced that it will withdraw from complaints handling in the property sector as it launches a major dialogue with consumers to help tackle an 'imbalance in power' in the housing sector.

The not-for-profit organisation, which is the largest multi-sector Ombudsman in the UK, will work with charities, consumer groups, property professionals and the public on a major report around the creation of a single housing ombudsman for submission to the Ministry of Housing, Communities & Local Government in the spring.

In the meantime, OS will begin a managed withdrawal from the current schemes it operates for surveyors, managing agents, estate agents and letting agents by 6 August 2018.

To ensure that the new model addresses issues currently faced by consumers, OS wants to consult with the public about the shape of the service, understand key 'pain points' for renters, tenants and home-buyers and model potential demand.


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Reporting on February 2018

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