Clyde House and A2Dominion

Debate between Seema Malhotra and Kit Malthouse

Thursday 14th March 2019 Commons Chamber

[The Minister for Housing (Kit Malthouse)]

I congratulate my right hon. Friend the Member for Putney (Justine Greening) on securing this important debate. I understand her concerns and those of her constituents about the terrible situation at Clyde House, the state of their homes and how this has been addressed by the landlord, A2Dominion. I also congratulate her on the obviously pivotal role she played in resolving the situation. It is obvious from events that her intervention has brought A2Dominion up short and made them acknowledge its mistakes and errors. Indeed, I read in The Guardian that the director of property services had issued an apology saying:

“We recognise that things are not right and we’re going to put them right. We haven’t performed well, and you have my personal apology.”

She no doubt has the gratitude of her constituents and my congratulations as the Minister and those of the many Members who deal with these sorts of issues on a daily basis, as I do in my constituency.

Let me first make it clear that everyone has the right to be safe and to feel safe in their home, and they should expect their complaints to be dealt with promptly and effectively. The Government have taken steps to ensure that happens. Last year we published our social housing Green Paper, which sought views on how to improve redress for social housing residents in particular, and on a number of other issues that my right hon. Friend has raised this evening.

We engaged extensively with residents to inform and shape the Green Paper. We heard that residents want redress quickly when things go wrong, and for processes to be clearer and simpler. The Green Paper asked a range of questions on how we could deliver that, including a question on the future of the democratic filter, which is the process whereby a complaint is referred to the ombudsman via a designated person, or the complainant must wait eight weeks, which can further delay the complaints process.

The Green Paper also set out proposals to hold landlords to account more. To that end, we are reviewing the regulatory system for social housing so that the regulator can take action when a landlord consistently fails its residents. We want to rebalance the relationship between landlords and residents, and we will underpin that with a robust regulatory framework. We will publish our response to the Green Paper and the outcome of the review of regulation in due course.

I held roadshows across the country with hundreds of residents, particularly in social and affordable housing. I made a pledge that at some point before the summer we will publish that action plan. It will have a clear sense of direction and a clear timetable, because I was asked repeatedly by residents whether it was worth attending the roadshows, and whether they will actually see some change. I have made that pledge. How long I will be in this job, I am not sure—Housing Ministers do not often last that long—but I will try.

I also want to mention the other actions that the Government are taking to help all tenants. The Homes (Fitness for Human Habitation) Act 2018 will strengthen all tenants’ rights and protect them from poor practice. The Act, which comes into force on 20 March, will empower all tenants, both private tenants and those in social housing, to take their landlord to court if their property is unfit for human habitation. Under the Act, landlords must ensure that their properties are fit from the start and throughout the tenancy. If they do not do so, the tenant has the right to take legal action. We have published guidance for tenants to help them understand their rights and responsibilities under the Act, and guidance for landlords and local authorities on how the Act might affect them.

[Seema Malhotra]

Can the Minister clarify whether, under the new arrangements, which I think we are all pleased to see coming into force, if a resident takes a landlord to court and wins, there are any circumstances in which they might be required to pay the landlord’s legal fees?

[Kit Malthouse]

That is a very good question, to which I do not actually have the answer, but I will make inquires and write to the hon. Lady. In most cases, as I am sure she knows, it is at the judge’s discretion where costs fall, and often it is decided on the merits of the case.

The 2018 Act does not place any additional responsibilities on social landlords, as they are already required to maintain their homes to a decent standard; it will act only as a backstop. We expect any problems with properties to be resolved far before they reach that stage.

The first step for residents with a complaint is to report problems to their landlord. The regulator expects all social landlords to have in place a complaints process that deals with issues promptly, politely and fairly. The onus is on individual landlords, working with residents, to set their approach and timescales for handling their residents’ complaints. I want to stress that if any hon. Member, acting on a constituent’s behalf, is unhappy with the response provided by a registered provider once their internal complaints process has been exhausted, that hon. Member may take the matter further.

Social housing residents can also approach the Housing Ombudsman Service at any time to seek advice. However, in order to refer a complaint formally to the ombudsman, a resident’s complaint must pass through the democratic filter. That involves referring a complaint to a designated person—a local councillor, a Member of Parliament or a tenant panel—for them either to deal with the complaint or to refer it to the ombudsman, or waiting eight weeks after their landlord’s complaints process has been exhausted. If the ombudsman determines that a complaint falls within its jurisdiction, it will investigate the complaint to determine whether there has been maladministration by the landlord. It will then issue a determination letter, which may include orders and recommendations to resolve the dispute. The landlord is expected to follow any orders within a specific timeframe.