Housing Association Tenants: Complaints Mechanisms

Debate between Felicity Buchan and Iain Duncan Smith

Monday 23rd January 2023 Commons Chamber

[The Parliamentary Under-Secretary of State for Levelling Up, Housing and Communities (Felicity Buchan)]

It is a privilege to serve under you, Mr Deputy Speaker. This is an incredibly important issue: social housing is certainly very important for me. I have a lot of housing associations in my constituency of Kensington, and of course I also have Grenfell Tower in my constituency, so I want to work very collaboratively with the hon. Member for Warwick and Leamington (Matt Western), whom I congratulate on securing the debate. I also thank the other Members who have stayed late for the Adjournment.

I want to work collaboratively, because there is no question that we want all tenants to be living in safe and decent homes, and to be treated with dignity and fairness. I am grateful for the chance to talk about what we are doing to support the many thousands of housing association tenants in this country. The fire at Grenfell highlighted major failures, and in the aftermath of that fire we empowered tenants, helping them to make their voices heard. However, the tragic death last year of Awaab Ishak as a consequence of the untreated mould in his home showed that we needed to go further and faster to make sure that residents in social rented housing are safe in their homes, and know where to go to complain when they do not get the answers that they need from their landlord.

I shall go through what we are doing. The Social Housing (Regulation) Bill is clearly important. We introduced this landmark legislation to drive up standards and reform the regulation of social housing through tougher consumer powers, greater enforcement tools to tackle failing landlords, and new responsibilities for social landlords. The Bill will give powers to the regulator so that it can issue unlimited fines to failing landlords, enter properties with only 48 hours’ notice, and make emergency repairs where there is a serious risk to tenants. The Bill includes improvements to the housing ombudsman service, helping residents to know and exercise their rights. It will ensure that the ombudsman has the legal power to issue a code of practice on complaint handling, and that it will consult on that code, then monitor the compliance of member landlords with the code. The Bill also strengthens the ombudsman’s power to issue orders to landlords to review their policy in relation to a complaint.

A good complaints system starts with the response of landlords. Any resident who is not satisfied with the services of their landlord should, in the first instance, raise a complaint with them. All landlords have a responsibility to deliver a quality service to their residents. They are obliged to have complaints processes that are easy to use, fair, and designed to put things right. If, after the landlord’s complaints process has been completed, the complaint has not been resolved or the tenant is not satisfied with the response, that resident can escalate their complaint to the housing ombudsman, which will investigate and make a determination. The housing ombudsman may issue orders or make recommendations, and publish to say that the landlord has not complied with its determination if it considers it appropriate to do so.

[Sir Iain Duncan Smith]

That sounds good, but the truth is that it does not happen. Instead, landlords are relentless in putting up service charges without much explanation, while tenants are concerned because their windows do not fit, or, if there is a unitary boiler, it does not work properly, or they have mould in their rooms. It takes forever to get that done, but if they miss their service charge date, the landlord is on to them like a shot. This needs to be connected somehow so that landlords do not impose service charges if service does not happen.

[Felicity Buchan]

There is no question but that enforcement is very important when it comes to housing. The purpose of the Bill is to tie things together. What we want to see is practical change on the ground, and I am happy to talk to my right hon. Friend about his suggestions. We need to ensure that we not only talk a good game but get the right delivery.