Consumer Rights Bill

Stella Creasy Excerpts

Tuesday 13th May 2014 Commons Chamber

[Stella Creasy (Walthamstow) (Lab/Co-op)]

I beg to move, That the clause be read a Second time.

[Madam Deputy Speaker (Dawn Primarolo)]

With this it will be convenient to discuss the following:

New clause 2—Guidance for statutory regulators

‘(1) Within three months of Royal Assent of this Act, the Secretary of State shall publish guidance based on the work of the Implementation Group.

(2) Guidance published under section (1) shall—

(a) detail how consumers should be informed of their rights and at what point this should happen;

(b) ensure that traders have the information they need regarding their responsibilities under this Act and other consumer rights legislation;

(c) define what may be a “reasonable time” for consumers to secure refunds, repairs or replacement, or repeat performance; and

(d) specify the sanctions available to enforcement agencies in cases where the guidance has not been followed.

(3) Within six months of the publication of guidance under subsection (1), the Secretary of State shall issue a code of practice in relation to the exercise of any and all the functions set out in the guidance, subject to the provisions of subsections (5) to (7).

(4) Any person exercising such a function must have regard to the code in determining any general policy or principles by reference to which the person exercises the function.

(5) Where the Secretary of State proposes to issue a code of practice under subsection (3), he shall prepare a draft of the code, and shall lay the draft before Parliament.

(6) Where the draft laid before Parliament under subsection (5) is approved by resolution of each House of Parliament, the Secretary of State shall issue the code.

(7) A code issued under subsection (6) shall come into force on such date as the Secretary of State may by order made by statutory instrument appoint.’.

New clause 3—Access to data

‘Schedule [Access to data] has effect.’.

New clause 4—Guidance based on the work of the implementation group

‘(1) Within three months of Royal Assent of this Act, the Secretary of State shall publish guidance based on the work of the Implementation Group.

(2) Guidance published under subsection (1) shall—

(a) advise on the period that a trader may retain sums paid by the consumer for services not yet supplied by the trader, where it is the consumer who dissolves the contract;

(b) further to paragraph (a), advise on the terms under which traders should manage the interest on such sums and make provision for the return of this interest to the consumer; and

(c) advise on whether it should be permissible to charge for a guarantee where that guarantee does not offer any undertaking to the consumer additional to their rights as set out in this Act.’.

New clause 5—Independent consumer advice

‘Within three months of this Act receiving Royal Assent, the Secretary of State shall produce guidance setting out requirements for all statutory regulators to report annually on the provision of independent advice which is free at the point of delivery, and to make recommendations on ensuring consumers’ rights are protected.’.

New clause 10—Powers of the Information Commissioner: nuisance calls

‘(1) The Data Protection Act 1998 is amended as follows.

(2) In section 40 (Enforcement Notices), leave out subsection (2).

(3) In section 55A (Power of Commissioner to impose monetary penalty), leave out subsection (1)(b).’.

New schedule 1—‘Access to data

Information for consumers

1 The Secretary of State shall report to Parliament within six months of Royal Assent of this Act setting out how consumers will have access to the information they require in order to make informed assessments of prices, charges and fees.

Supply of customer data

2 A report under paragraph 1 shall include details of how the Government intends to—

(a) make regulations to require all regulated persons to provide customer data relating to transactions between the regulated person and the customer, as set out in section 89 (Supply of customer data) of the Enterprise and Regulatory Reform Act 2013;

(b) enable third parties to make requests for customer data under section 89(1)(b) of that Act; and

(c) ensure customer data is provided in a form which enables the customer or third party to assess whether the price they are paying for a service is reasonable, which should have regard to section 89(7) of the Enterprise and Regulatory Reform Act 2013.

Designation of regulated persons and regulatory bodies

3 A report under paragraph 1 shall—

(a) review which traders, including the activities of any government, or local or public authority, as defined by section 2 of this Act, shall be considered a regulated person under section 89(2) of the Enterprise and Regulatory Reform Act 2013; and

(b) identify a relevant regulatory body to undertake the duties set out in paragraph 4 of this Schedule.

Guidance for regulated persons

4 A report under paragraph 1 shall include details of how the Government intends to require regulators of services which are provided by regulated persons, as defined in section 89(2) of the Enterprise and Regulatory Reform Act 2013, to produce guidance on the implementation of section 89 of that Act.

5 Guidance produced for regulated persons under paragraph 4 shall include—

(a) how regulated persons should provide customer data;

(b) details on the ownership of customer data which shall include, but is not limited to—

(i) that customer data generated directly, at any point in the course of a contract, is owned by the customer;

(ii) that prior to any decision requiring the transmission of data in a format where the customer can be identified to a third party, direct consent of the customer as owner of the data must be secured; and

(iii) how regulated persons should recognise and publicise that such data is owned by the customer;

(c) how customers may consent to their data being shared with third parties under section 89(1)(b) of the Enterprise and Regulatory Reform Act 2013;

(d) specify sanctions for traders who are not able to confirm the consent of the customer to sharing their data;

(e) measures to limit the amount that may be charged for any such single request for data on behalf of multiple customers;

(f) how regulated persons, who hold data on customers on behalf of any government, local or public authority, can use this information to secure social and consumer benefits; and

(g) how regulated persons, who hold data on customers on behalf of any government, local or public authority, can contribute to a report under paragraph 7.

Access to information: public services

6 (1) The Secretary of State shall report to Parliament within six months of Royal Assent of this Act on how the Government intends to ensure that all consumers of public services, who have a direct role in commissioning them, are able to access information regarding any consumer contract or consumer notices which may reasonably be understood to apply to them.

(2) A report under sub-paragraph (1) shall have particular regard to—

(a) the access to information that consumers of public services require; and

(b) how access to information can ensure greater transparency on the work of traders.

(3) For the purposes of this paragraph, “public services” means the work of any government, local or public authority or traders offering services on their behalf.

Access to information: annual report

7 (1) The Secretary of State shall produce and submit to Parliament an annual report setting out an analysis of the cumulative costs and benefits of Government decisions relating to the rights of consumers and protection of their interests.

(2) A report under sub-paragraph (1) shall in particular address the effect on—

(a) household consumption;

(b) vulnerable households; and

(c) any other subjects as the Secretary of State decides.’.

[Stella Creasy]

We come to the Report stage of the Consumer Rights Bill. I am minded of the words of the great English churchman Thomas Fuller, who said that our lot was to be born crying, live complaining and die disappointed. Of course, as true Brits, we know that that approach can be best encompassed in a “tut”, but we see the Bill as offering much more than a “tut” for people who have been ripped off. We see the potential of the Bill to free us of that particular malaise, and with that in mind we have tabled a number of amendments that we hope will receive the support of the House.

We believe that the Bill should be subject to the tests—that they should be performed with reasonable care and skill—that it sets for goods and services. At the moment, it is found wanting, and that is why today we are looking for a repeat performance and hope of speedy redress. The new clauses speak to that and in particular to the Opposition’s approach to consumer rights, which should not be only about dealing with problems when something has gone wrong, but, when done well, could avert problems. For that to happen, consumers need three things—more information, strong advocacy and speedy forms of redress.

In introducing the Bill, the Minister has opened a veritable Pandora’s box, given how some of its clauses will be perceived on the consumer landscape in the UK. We are mindful that hope lies at the bottom of Pandora’s box, and we hope with the new clauses to bring hope for how consumer rights legislation could work. Let me explain what I mean. I want to turn first to new clause 3 and new schedule 1, which new clause 3 brings into effect. The schedule refers to the first principle to which I referred—information. How do consumers get the information that they need to make the right choices for themselves the first time? We know that having access to more information is vital to empowering consumers.

The Government’s research, “Better Choices, Better Deals”, argues that if consumers were able to use price comparison sites more effectively, they could gain £150 million to £240 million a year. That is why the Opposition welcomed many of the ideas and intentions behind the midata project to give consumers more access to their information in a portable and accessible format. In Committee we expressed concern that, despite the project, four years on, it is not really working. There is a lack of information coming forward to consumers. The Minister defended the slow progress of the midata project, telling us that taking action now would prejudice the results of a review of the project that she has commissioned, and she did not think that that would be beneficial to the programme or, ultimately, to consumers. We have tabled the new clause and schedule because we fundamentally disagree. We want to go much further.

Currently the midata project covers four areas of consumer data, but we think that the power in the new schedule offers the potential for a framework for improving consumer and citizen access to data in a way that can transform outcomes and improve our consumer markets; that would be good for business and good for Britain.

We do not understand why the Government gave themselves the power, under the Enterprise and Regulatory Reform Act 2013, to enact the midata project and yet have not done so. The first thing that new schedule 1 does, therefore, is put that power into effect to ensure that consumers get the information they need, in a portable and accessible format, about a key utility bill.

Every time we click, we create wealth—whether we are giving our contact details or browsing online, companies are harvesting information that drives their marketing and product development. Datasets such as store loyalty cards, medical records or tax affairs are an important and revealing resource for both the public and the private sector. Facebook is making more money than any of us can dream about from the content that we are creating. That stream of data should not be one-way. Citizens and consumers should have access to those data in a meaningful way, which allows them to start calling for the kind of products and services that they want.

[Chi Onwurah (Newcastle upon Tyne Central) (Lab)]

My hon. Friend is making a number of key and critical points about the potential power of data in both the consumer and the public sector. Has she been able to detect a strategic or coherent approach to data access from the Government in respect of the Bill?

[Stella Creasy]

I pay tribute to my hon. Friend for the work that she is doing in the digital review that she is conducting for Labour, which reflects precisely what she is talking about—a strategic approach. That stands in stark contrast to the shambles that we have seen in relation to the care.data project, the tax return data project and some of the amendments that have been tabled to the Deregulation Bill.

This Government talk about data being like oil—a resource that can be exploited to make new industries and potentially huge profit margins. If we are creating it, however, we should also benefit from it. That is why in the new schedule we have set out a framework to enable that. We want to make sure that the British public are firmly in charge of their own data, so that they benefit from those data and how they can be used.

This should happen not just in the private sector, through the midata project, but in the public sector. It is important that we flag that up, not least because when the Bill was originally proposed, and in Committee, the Minister tried to tell us that it had no relevance to the public sector. She told the Committee:

“The purpose of the Bill is to look at the rights that consumers have in their relationships with business; it is not to look at any rights that consumers have when it comes to public services.”––[Official Report, Consumer Rights Public Bill Committee, 11 February 2014; c. 66.]

Only when we questioned her in the Committee did she admit that the provisions of the Bill affect the public sector. That gives us the opportunity to ask how we can ensure that consumers and citizens have access to data to make good choices in both the public and the private sector.

So far the Government have admitted that the provisions cover valuable benefits such as personal health budgets, university tuition fees and child care vouchers. Given the framework that the Government have set out, we think that the licence fee, perhaps controlled parking zones, bus fares and possibly even water and sanitation services—directly provided services that consumers pay for and for which they therefore have a contract with the provider—should also be covered.

There are concerns about access to services in the public sector, which the amendments would address. One in five of us has experienced a problem with public services in the past year, but a third of us who have experienced a problem with the public sector do not complain. We are what the Public Administration Committee has called a nation of “silent sufferers”. “More complaints please!” is the title of its report. That is not what is coming forward from the public.

As we all know, good complaints help to generate feedback. They therefore help to make services in the public and the private sector more responsive. I estimate that two thirds of our casework as MPs is about public service decisions gone wrong. Much of that is to do with what we would recognise in the private sector as information asymmetries—people not knowing what services they are entitled to and therefore getting a raw deal.

New schedule 1, which is inserted by new clause 3, is about the lessons that we can apply from the midata project to information across our lives in both the public and the private sector. We know that sharing data directly with citizens can help reform public services and improve outcomes, but we also recognise that the relationship that people have with the public sector is different from their relationship with the private sector, so regulators should look at how to make it work in both fields. We recognise that we are both providers of public services, as taxpayers, and also users and consumers of public services in our daily lives.

The benefits that come from releasing data in the public and the private sector are manifest. We need a clear framework to make sure that it is not only those with the loudest voices or the largest wallets who are able to access the benefits, whether it is giving patients the information they need on their health care to manage conditions for themselves, improving parent and pupil involvement in schools, or communities designing their own cities. The benefits from this process could be legendary, but the Bill does little to move that debate forward. Our concern is that as currently drafted the Bill could create further inequalities, as those who understand their rights in the public sector are able to use them but those who do not cannot.

Let me explain how we think the issue could be addressed. New schedule 1 is about access to information, allowing people to make the right choice the first time. New clause 1 acknowledges that choice is not enough to guarantee a good outcome. People often need an advocate, an expert or an adviser with whom to work through the options and decide what works for them. New clauses 1 and 5 both introduce a clear commitment to advocacy in the public and the private sectors to help improve the relationship betweens service providers and service users.

In the public sector, advocacy can not only improve outcomes but cut costs. A study in Nottingham showed that 60% of cases that a local advice provider was working with involved public sector decisions made badly the first time. Involving advocates reduced the number of complaints by 30%, reducing the burden on the public sector and improving outcomes for the users of services. It is a win-win scenario. The more challenge there is in the public sector, the more information and the more advocacy in the private sector, the more we can make our markets work better and our services serve our people.

However, it is clear from the work that we have done since the initial conversations in Committee that that approach, ethos and understanding of what the Bill could do for the public sector, how information could make a difference, and how advocacy could be beneficial, has not been progressed in Government discussions. It is worrying to us on the Opposition Benches to discover that, having admitted that the Bill will cover sections of the public sector, the Minister has not had talks with the Department for Culture, Media and Sport about what that might mean for the licence fee.

Many of us might have watched the Eurovision song contest on Saturday night. Many of us might have had comments about the coverage—some supportive, some negative. Under the Bill, it could be argued that we have a right to a service performed with reasonable care and skill, so if we did not think that Graham Norton was the most erudite host, we could make a complaint. In theory, under the Bill, we would have a right to a repeat performance, a price reduction or a refund. That has huge ramifications for the BBC and for the licence fee, yet no conversations have yet taken place between DCMS and the Department for Business, Innovation and Skills on the matter. We are also told that the Minister has not spoken to Ministers in the Department for Education about how the Bill covers child care tax vouchers, yet she admits that it does. Clearly, the Bill opens up the possibility that some parents will be able to use such rights to challenge the provision of nursery services in their areas, whereas others who do not know their entitlement will not.

We know that the Minister has at least spoken to the Department of Health about how the provisions will affect personal care budgets. She has, apparently, had regular informal contact. Given that many of us know that the silent sufferers are often incredibly vulnerable people, frightened of complaining about a carer because they are frightened of what will happen next, regular informal contact, I would wager, does not cut it when the Bill could transform what happens.

The Minister has, however, spoken to some people in her own Department about tuition fees. Unfortunately, the Minister with responsibility for higher education tells us that no meeting has taken place with external stakeholders about how the Bill will affect tuition fees. That might be because in Committee the Minister was not entirely sure whether students were consumers—having spoken to students about their consumption patterns, I think we can agree that they are when it comes to paying tuition fees. That is why, when the Minister responsible for higher education tells us that there have been no meetings with student representatives, higher education providers and universities on the implications of the Bill, we are rightly worried. The new clauses are needed to put in place a framework to understand those implications.

Many of us may remember some of our university lectures, some positively, some negatively. The fact that we would have the right under the legislation to complain that they had not been prepared or delivered with reasonable care and skill opens that Pandora’s box. That is why the National Union of Students has said that it is concerned about how the Bill is drafted and the possibility that legal redress could be easier and more effective for students with greater resources, whether in terms of finance or access to legal services.

[Chi Onwurah]

My hon. Friend is making some powerful points about the rights of consumers and public service users. Does she not find it strange that parties that are so keen to turn passengers and patients into consumers now do not seem to understand the implications of giving potential public service users consumer rights?

[Stella Creasy]

I absolutely agree. We all want to see an empowered citizenry. We believe that would be positive for our public services by encouraging feedback on how services work for the public. But the risk with the Bill as it stands is that those with sharp elbows will do well and those without will simply be left behind. I think that is why both Citizens Advice and Unison, which after all has considerable expertise in some of these relationships, support the amendments and say that they want to see further debate and scrutiny on how we ensure that we do not have a two-tier system, with only those services that have a direct relationship getting better service responsiveness because of such legal rights, and only those people who can access services and complain getting those rights.

Trading standards has told us how it often refers people to what it calls the “sausage machine” of local council complaint services. Under this new legislation, it is not clear whether trading standards would then be able to pick up issues. That could lead to real inequalities in both the public and private sectors without advocacy and clearer information rights, which is why we have tabled the amendments.

I also want to draw colleagues’ attention to paragraph 5 of new schedule 1, which we also believe will tackle nuisance calls. We recognise that the misuse of data is as important as the analysis of data and that there is a need to put in place a proper framework on that. Many of us will have had constituents complain about nuisance calls and texts. Indeed, only this afternoon, while waiting for this debate, I received a text telling me that I could get compensation for an accident that I have not had—perhaps it came from the Government Whips.

However, we know that there is a gap at the moment where it is hard for the Information Commissioner to prove that there has been a lack of consent, where companies themselves will not be clear about whether they have the consent of the person they have bombarded with text messages and phone calls. In one six-month period alone, 71% of landline customers said that they had received a live marketing call and 63% said that they had received a marketing message. We also know that the Information Commissioner receives about 2,500 complaints a month about unsolicited text messages. We want to close that loophole. The all-party group on nuisance calls also recommended tightening the rules on consent, and Ofcom has said that it agrees. Indeed, the Government’s own report on the nuisance calls action plan said that we should do more on consent.

Paragraph 5 of new schedule 1 would enable fines to be imposed for those people who do not show that they have the explicit consent of consumers to send them that kind of marketing message. We think that is entirely proportionate and hope that Government Members, even if they are scrabbling to understand quite what the Bill would do in the public sector, will recognise the issue of nuisance calls and act accordingly to address it. I would also encourage those among us who speak up for taxpayers—perhaps Gary Barlow should take note—to support new schedule 1.

[Mr Iain Wright (Hartlepool) (Lab)]

Take that.

[Stella Creasy]

Indeed. “Take that” is the answer we would give on many of these things.

New schedule 1 looks at the cumulative impact of Government policy on households. Currently, among European nations only Estonia has a worse proportion of people struggling to pay their energy bills than the UK. Yet one of the issues that have been debated across the House is the impact of some of the long-term planning on the infrastructure building projects for our energy system in this country and the consequences for energy bills. Indeed, in November last year the National Audit Office published a damning report stating:

“Government and regulators do not know by how much overall expected new investment by the private sector in infrastructure will increase household utility bills and whether bills will be affordable.”

We know that the concept of affordability is contested by some, and we know from the evidence the Department for Environment, Food and Rural Affairs gave the Public Accounts Committee that it does not even have a target for affordability in relation to water bills. Yet many of us will have seen at first hand in our constituencies how people are struggling with those basic costs of living. We think that the Government should be able to publish an analysis of the impact of their own policies on the cost of living. Paragraph 7 of new schedule 1 asks for such a report to be provided by the Treasury. I am sure that Government Members who support transparency will want to support it.

I will say a little about new clause 2, which concerns implementation. After all, we think that with this framework we are offering the Government a way forward on information and advocacy, but we also recognise that it is no good having rights written on paper if they are not a reality in practice. One of the concerns that came up repeatedly in Committee—many of the Opposition amendments that the Government opposed related to this—is how consumers will actually access rights in practice. When will they know that they have a right to a repeat performance? At what point will the BBC tell us that we have a right to a price reduction because we did not like its commentary?

Those are all questions that the Minister said would be dealt with by the implementation group. It became a mythical beast in our minds, because it will cover so many issues, from point-of-sale information, information on remedies open to consumers, how businesses should be informed of these rights, the length of time before people can get a refund, the time limits people would get on a repair, replacement or repeat performance, or even testing consumers’ understanding of their rights.

Time and again the Minister said that we should leave it to a body of experts, which we believe—we are not entirely sure—includes organisations such as Citizens Advice, Which?, the Trading Standards Institute, the British Retail Consortium and even the Financial Conduct Authority. They are worthy bodies indeed to look at these issues, but we had some concerns in Committee, having seen some of the minutes of their meetings, which are not very frequent. Despite their good works, any recommendations they make would not be statutory guidance. Therefore, new clause 2 simply states that the recommendations they make about the rules on how the Bill should be implemented should have meaning, that they should have real teeth, that it is no good saying that it would be good for consumers to be informed of their rights if that does not actually happen at the coal face or at the shopping till.

In proposing this first group of new clauses, we are trying to make this Bill what it could be. We are trying to find the hope at the bottom of Pandora’s box. We are trying to ensure that consumers have access to the information and advice they need to make good choices the first time around. The old model of politics, in which progress depends on centralising these abilities, will no longer work with our communities. The task at hand, we believe, is to give the public more control and more power over their lives to enable them to make the choices that they want to make first time. As it stands, the Bill will leave citizens to navigate services alone, without the resources, either money or skill, to struggle to make them work.

We want to do something different. We want to reform the public sector by devolving power to people, investing in the prevention and co-operation they need to make services work for them, to stand shoulder to shoulder with every consumer and every citizen, not blunting the efforts of those who already fight for services, but enabling more people to give the feedback about the kinds of services we want in the public and private sectors. We believe that new clauses 1, 2, 3 and 5 and new schedule 1 will enable that framework to be put in place, and we hope that the Government will respond positively to the points that we have made as a result.

[Yvonne Fovargue (Makerfield) (Lab)]

I rise to speak to new clause 10, which stands in my name. Although I support paragraph 5 of new schedule 1, it is not just the lack of consent that I think is the problem with nuisance calls. My new clause has been promoted by the huge growth in nuisance calls and messages. In fact, on each occasion when I have been out on the streets recently, at least three people have come up to me to talk about the explosion in unsolicited contacts and said, “Can’t something be done?” There is a weak data protection regime and consumers feel that they have lost control of their personal information.

I am convinced that if I was on a desert island the first call I would receive would be someone offering me a loan to get off the island. For people in financial difficulties, in particular, nuisance calls and text messages offering high-cost credit, such as payday loans or fee-charging debt management services, can lead to the temptation to take out products or services that, if mis-sold—they often are—could substantially worsen their situation.

StepChange has done some research that shows that 1.2 million British adults have been tempted to take out high-interest credit as a result of an unsolicited marketing call or text. There is legislation to protect consumers against these practices. Unsolicited promotional electronic messages are banned, but the ban is widely flouted and inadequately enforced. My new clause would lower the threshold for firms breaching the Act. At the moment, the Information Commissioner’s Office can issue enforcement notices against these companies only if “damage or distress” can be demonstrated. It can also issue monetary penalties to firms misusing consumer data or breaking the laws on electronic communication under section 551 of the Data Protection Act, but only if

“substantial damage or substantial distress”

to the consumer can be demonstrated.

I believe that those thresholds are far too high. They should be lowered so that firms can be issued with enforcement notices or fined for breaching the Act without the Information Commissioner having to demonstrate “damage or distress” or

“substantial damage or substantial distress”.

The current thresholds have resulted in a situation where it is next to impossible for the Information Commissioner to enforce penalties against these firms. A recent tribunal decision went against the Information Commissioner when a £300,000 fine was overturned despite the defendant sending hundreds of thousands of illegal text messages.

--- Later in debate ---

[Damian Hinds (East Hampshire) (Con)]

I want to talk briefly about new clause 3 and new schedule 1, particularly because they relate to the private sector and one of the three sectors named under the Enterprise and Regulatory Reform Act 2013.

As the hon. Member for Walthamstow (Stella Creasy) has said, this country, like the rest of the world, is undergoing a revolution in data in terms of their volume, richness and accessibility, and, in some ways, their associated risks. There is also a rapidly changing market in price comparison, and the hon. Lady has referred to some of the benefits that can accrue from that. The development of that market is not entirely benign and is certainly not without cost. There are two opposing forces: consumers’ ability to compare prices and services side by side tends to bring prices down, but the nature of the marketing—the branding land grab, the cost of advertising and particularly the pay-per-click auction model on the internet—tends to drive costs and therefore prices up. It is certainly true, however, that price comparison has great potential to make markets work better. I am very proud of everything the Government are doing with midata to help make that a reality.

One market that does not work at all is one of the three mentioned in the 2013 Act: retail banking current accounts. The actual cost to consumers of having a current account is, on average, £152 a year, but nobody we talk to, including informed consumers and even Members of this House, knows that. Whenever we talk about “free” banking, we should use inverted commas, because, of course, there is no such thing as free banking. If consumers could see how much they are actually paying, both explicitly in behavioural charges and implicitly through forgone interest, the retail banking market would work better because there would be more diversity and competition.

Critically and perhaps even more importantly—this touches on some of the new clauses and amendments we will debate later—the fact that people do not know how much their banking is costing them inhibits the development of new retail banking products. Such products include budgeting bank accounts—so-called jam jar accounts—for which people have to pay a fee, but through which they are much less likely to tip into debt, because they make it easier to budget money and also that tiny bit easier to save a small amount.

New clause 3 is not necessary because progress is already being made. The powers already exist.

[Stella Creasy]

indicated dissent.

[Damian Hinds]

The hon. Lady shakes her head, but the powers already exist under the 2013 Act. The Government are looking for voluntary progress, which I think is the right way to proceed on reforming markets. A review of progress is due about now, and I hope the Government will continue to do what they are doing. They have the reserve right to push for more and have said explicitly that if not enough is being done, they will consult on the wording of regulations in order to make those markets work better compulsorily. That is the right approach, as opposed to jumping the gun.

--- Later in debate ---

[Jenny Willott]

That is the point I just made. If a warranty provides no more than the statutory rights and there is a charge associated with it, whoever is selling the warranty may well be in breach of consumer protection regulations. When shops sell goods and the warranty is purchased at the same time, the full cost must be disclosed and consumers must be informed of their statutory rights. Consumers also have the right to cancel the extended warranty within a set period, and those rights must be made known to the consumers when they purchase the warranty. That is covered under consumer protection regulations, and there are also rights in this Bill. The circumstances that the hon. Gentleman highlights would be covered.

The other issue raised today is nuisance calls, which is a priority for the Government. I am sure that all hon. Members have had constituency casework on that, but there is no silver bullet to eradicate the problem. That is why in our action plan of 30 March we set out a range of measures to address the issue. They included work that is already under way to improve call tracing, making it easier to disclose information between Ofcom and the Information Commissioner’s Office, and setting up a taskforce led by Which? to review consumer consent issues. We will also consult on making it easier for the Information Commissioner’s Office to tackle nuisance calls as part of amending the Privacy and Electronic Communications (EC Directive) Regulations 2003. Although I understand the intention behind the new clause, the Government are taking a lot of action in this area. Changes will be introduced in the next months, and we are consulting on more actions. I hope that I have covered the issues raised by hon. Members, and I therefore ask the hon. Member for Walthamstow to withdraw her new clause.

[Stella Creasy]

The Minister expressed surprise that some of these issues should have been the subject of new clauses. I am sad about that. In her responses, she is missing some of the debates that we had in Committee on just these issues—not just on implementation but on the impact of the Bill on the public sector. I am saddened that she has not answered what I call the Graham Norton question about the licence fee. We will take that as a yes, meaning that licence fee payers will be entitled to these rights.

The Minister said that a review of complaints is ongoing and talked about the role of the public sector ombudsman. This is what is causing so much concern and has prompted the new clauses. That is happening at the same time as this legislation is making progress, so a whole series of new legal methods of redress will be open to licence fee payers, personal care budget holders and students paying tuition fees. At the same time, a secondary process is being undertaken in government. The situation is confusing.

I am pleased that the Minister’s understanding of consumer rights in the public sector—and what they can offer—is evolving. In that sense, I am happy to give her the benefit of the doubt in what she says about new clause 2 and the implementation group. I am sure that the Lords will want to hear about its further progress. I am also happy to give her the benefit of the doubt about advocacy. Her conversion to the importance of advocacy is welcome: it was not clear in Committee, but it is wonderful to hear her talking about it now. She has been dragged kicking and screaming to the debate, and I refer to the comments made by my hon. Friends the Members for Croydon North (Mr Reed), for Makerfield (Yvonne Fovargue) and for Rutherglen and Hamilton West (Tom Greatrex), and even the hon. Member for East Hampshire (Damian Hinds) about the importance of advocacy and what more should be done in the Bill.

On that basis, I am happy not to press new clause 5 to a vote, but I will press new clause 3 and new schedule 1, given what the Minister said about information. I have to point out to the hon. Member for East Hampshire that the Government have admitted that the midata project has stalled. The look on his face spoke volumes about the problems of getting access to those data. The Minister said that the Government thought that people should have access to the data they create within the public sector: the Opposition think that people should own their own data. It is a clear dividing line.

New clause 3 and new schedule 1 set out some clear rights for people. On nuisance calls, the Minister said the Government are already doing something. Why does she oppose paragraph 5 of new schedule 1, which would place sanctions on those people who do not have consent, to send a clear message to the companies that are abusing the information that they have? It is beyond me. The issue of ownership of data is key, so we will press new clause 3, which would bring in new schedule 1, to a vote. The British public should not just have access to their data; they should own it. It is a clear division between the two parties on consumer and citizen rights, and an increasingly important debate for this country. I beg to ask leave to withdraw the motion.

Clause, by leave, withdrawn.

New Clause 3

Access to data

‘Schedule [Access to data] has effect.’.—(Stella Creasy.)

Brought up, and read the First time.

Question put, That the clause be read a Second time.

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Brought up, and read the First time.

[Stella Creasy]

I beg to move, That the clause be read a Second time.

[Mr Deputy Speaker (Mr Lindsay Hoyle)]

With this it will be convenient to discuss the following:

New clause 7—Debt management plan regulation—

‘The Financial Conduct Authority shall bring forward recommendations within a year of the commencement of this Act regarding the practice of directly charging consumers fees or charges for the provision of debt management plans, including recommendations on the phasing out of such practices.’.

New clause 9—Credit broker fees—

‘(1) The Consumer Credit Act 1974 is amended as follows.

(2) In section 160A (Credit intermediaries) after subsection (4) insert—

“(4A) Persons engaged in credit intermediary activity under this section or credit broking activity under section 145 shall not charge or take any fee from a debtor in respect of these activities until such time as an introduction results in the debtor entering into a relevant agreement.”.’.

New clause 11—Practices of rent to own companies—

‘(1) This section applies to credit agreements and consumer hire agreements taken out in respect of household goods specified in rules by the Financial Conduct Authority.

(2) The rules under subsection (1) shall—

(a) include a requirement on lenders to include in pre-contractual information adequate explanations and information allowing prospective customers to compare both the cash price of goods and the total cost of the credit agreement to a representative retail price for those goods;

(b) prohibit lenders from requiring customers to take out insurance sold or brokered by the lender as a condition of obtaining credit;

(c) set out specific steps lenders must take before taking action to enforce the agreement or recover possession of goods; and

(d) set out the steps lenders should take to check that the agreement is affordable and suitable for prospective consumers.’.

New clause 23—Consumer credit: bill of sale—

‘(1) Where a person is a purchaser of goods subject to a bill of sale, made in connection with a regulated agreement under the Consumer Credit Act 1974, in good faith and without notice of the bill of sale, title to those goods shall pass to that person.

(2) A creditor is not entitled to enforce a bill of sale made in connection with a regulated agreement by recovering possession of the goods except through an order of the court.

(3) If goods are recovered by the creditor in contravention to subsection (2)—

(a) the bill of sale will be treated as invalidly made; and

(b) the debtor shall be released from any outstanding liability under the regulated agreement.

(4) If the creditor has disposed of goods taken in contravention of subsection (2) the debtor shall be compensated to the value of those goods.’.

[Stella Creasy]

The new clauses lie at the heart of consumer issues: if consumers have no money in their pockets, they will not do very much consuming. A personal debt crisis is brewing because millions of people are trying to make ends meet and pay for the debt they took on to try to make ends meet previously. Household debt is at its highest since 2009, with people owing £1.6 trillion in personal debt. Some 43% of us say that we often or sometimes struggle to make it to payday—little wonder, given the way in which the cost of living has escalated. The new clauses come into play because debt repayment is increasingly the reason that people struggle to make it to payday. They reflect an attempt not to continue the good work that has been done in this House to address the consumer credit market, but to recognise that the Government’s belated conversion to the Opposition’s approach on payday lending needs to be just the start of the conversation on how we ensure that people have the pounds in the pocket they need. This is intrinsic to our economic future, given that consumer spending has accounted for so much of the growth we are now seeing. That, in itself, is perhaps one of the problems we face.

Let me explain the new clauses I wish to speak to today, because I know that other Members want to speak to the new clauses they propose. New clause 6 concerns what Members might call my bête noir—payday lenders. There are now 8 million loans annually, which are worth £2.2 billion. Those loans come with a cost. The National Audit Office estimates that they cost consumers £450 million a year of direct consumer harm, because of the failure to regulate the payday lending industry. For several years we proposed regulation of the industry, but it will come in only next year.

One in 10 British adults are likely to take out a payday loan in the next six months. That figure is going up, not down. It is little wonder that companies such as Wonga are making £1 million a week from our constituents—a 36% increase on the previous year—even though it is writing off huge swathes of its loan book. Some 40% of those who took out a payday loan said that it made their financial position worse, but many feel that they have little alternative. Credit unions are desperately trying to fill the gap, but it is an impossible gap to fill with the current level of need. It is time for payday lenders to pay their way. New clause 6 would enable an additional levy to be made on high cost credit companies to ensure that they provide funding for the debt advice and extension of credit unions that this situation requires. In fact, we believe the pressure on debt advice agencies and, indeed, credit unions is likely to increase, not subside, in the years ahead. We therefore think it time for the payday lenders to pay for the damage they have done.

New clause 7 also speaks to the growing personal debt bubble in our society, and to the conduct of the cowboy debt management agencies. We have already talked about legal loan sharks, and now it is time to look at the cowboys, but these are not just the stuff of nightmare. These companies are profiting from the misery of our constituents, exploiting the way in which debt management is done in this country.

The Government themselves admit that in excess of 1 million consumers each year are seeking advice on how best to deal with their financial difficulties. Many of us will know from our constituency surgeries the people who come to us in desperate need, often because they are about to be evicted for falling behind with their rent. We also encounter people who are struggling financially and who need help forming a debt management plan to deal with their creditors. That is the gap that these companies have filled.

About 7% of British adults report struggling to payday due to debt management payment plans, and 6% blame their payday loan problems on debt repayments. Bank loan repayments are the cause of 13% of those who struggle to payday. People are struggling because they are trying to pay back the debts they have accrued, especially over the last couple of years. It equates to about 2.5 million people that we know of who are already in a debt management plan.

Some debt management plans are available free, and I pay tribute to organisations such as Christians Against Poverty and StepChange for the work they are doing in providing people with free debt advice. After all, it is the most perverse of experiences for people struggling with financial debt to be charged to get out of the hole they are in. That is the challenge we are facing. It was estimated in 2010 that commercial debt management companies were making about £250 million a year from over-indebted clients. As I say, that was back in 2010. The Money Advice Service now tells us that there are 9 million people in our country who are over-indebted, so these are the people for whom these sorts of services may well be apposite. The need to reform how they work therefore becomes even stronger.

Ministers admitted in 2002 in response to questioning by the BIS Committee that there was evidence of some abuse of upfront fees, so let us talk about what is meant by that. We have an example from Clear View Finance of a gentleman for whom 90% of the money he was paying to the company was being taken in a fee, so a mere 10% of the money he was paying to clear his debts was going to his creditors—little chance for him to get out of the cycle of debt he was in any time soon! Yet when the Minister admitted that there was such abuse, he said that these companies had a role to play, so there was not really any need for any further regulation of them. We disagree, and we were disappointed when the Government voted in Committee against our proposals to deal with debt management companies.

We recognise that the Financial Conduct Authority has taken over the management of these companies, and it proudly trumpets that it is going to limit to 50% the amount a company can take in fees rather than pay out to creditors. We believe that we should go much further. We do not believe that people should be charged for being in debt when they come forward for help, and we want to see the phasing out of fees for debt management altogether.

Let me provide an example of why that would make a difference. StepChange, which provides this service for free, found that a client with a typical debt of £30,000 would have to pay for a commercial product almost an extra £6,000 in fees—£6,000 over and above the loan repayments. That extended the plan by approximately 18 months in comparison with one that StepChange had put together.

Taken in concert with new clause 6, which would provide the funding to increase debt advice, we believe that we can phase out fees for debt management, and we believe that that is the right thing to do—not to charge people for getting into debt, but to help them get out of debt. As millions of Britons are already in this cycle and millions more are likely to get into it as interest rates rise and they have increasing problems with their credit card and personal debt repayments coming home to roost, the case for reforming our debt management cowboy firms grows all the stronger.

Finally, new clause 23 speaks to another legal loan sharking practice in this country, which we believe is long overdue for overhauling. Citizens Advice chief executive Gillian Guy has said:

“The logbook industry is still in the dark ages and has been getting away with lawless practices. It is absolutely absurd that a firm should be able to take away someone’s possessions without any due legal process.”

Millions of people are affected, both those who take out logbook loans and those who buy a second-hand car without knowing that there is a charge against it, only to find that the car is being repossessed and that they have no recourse to any legal practice.

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[Andrew Percy (Brigg and Goole) (Con)]

I intervene on the hon. Lady because I want to put it on record that no Government Members are laughing about anyone who happens to be in debt. Many of us, along with Opposition Members, have worked very hard to deal with issues relating to personal debt, and we are not laughing at all.

[Stella Creasy]

I am delighted to hear that the hon. Gentleman takes the issue seriously. I assume that he will support the new clauses, which constitute a recognition of the need to act now. [Interruption.] The hon. Gentleman talks of 13 years, but the growth of the payday lending and logbook loan industries has exploded as people have found that there is too much month at the end of their money. That has been a fact for the last couple of years. The question for all of us now is this: do we sit and argue about these issues, or do we take action? The Bill gives us an opportunity to take action with some very concrete proposals to end fees for debt management companies, to make the payday lenders pay their way, and to deal with the problem of logbook loans.

Let me simply say this to Government Members. They can either put their money where their mouths are and recognise that these problems need to be dealt with, or they can carp and make political points. It is their call, but I know what my constituents would rather see: support for the new clauses.

[Justin Tomlinson (North Swindon) (Con)]

I have a huge amount of admiration for the hon. Member for Makerfield (Yvonne Fovargue), who tabled new clause 11, and who brings plenty of front-line experience to the House. She has taken a cross-party, constructive and positive approach on a number of issues, and has a good, strong record of influencing the Government’s opinions.

The new clause is, in effect, the BrightHouse clause, and I was moved to come and speak about it because I had seen the company’s recent television advertisements displaying the cost of renting washing machines, televisions and even the sofas on which people could sit while using the other articles they were renting.

There are two parts to the proposals that I urge the Government to seriously consider. The first concerns displaying the total cost, because often the weekly or monthly repayments seem relatively reasonable but once we translate them over the entire period of the loan, we start to realise they can be a very expensive way to purchase an item. The work I have done on the all-party group on financial education for young people was centred on empowering consumers to make informed decisions, and that should also be a priority in respect of consumer credit regulations. It is all about making sure consumers can make an informed decision, and when the facts are displayed in cash terms even those with limited financial ability are able to make a relatively informed decision.

The point about protecting consumers by making sure they can afford the products is also important. We are moving towards that in the high-cost lending market. It is what we do with bank loans, for instance, and I do not think it is unreasonable to have it in this context, because this is in effect a loan, as until the person has completed the purchase—until they have paid 100% of those monthly or weekly costs—the item is not theirs. If they fall over at the 99% stage, it is returned. It is therefore in effect a loan that gives the person something at the end, so there should be protection because all too often consumers who have no chance of completing 100% of the payments are getting themselves into an expensive way of accessing items. There is merit in those two particular areas and I hope the Government will give them serious consideration.

--- Later in debate ---

[Damian Hinds]

It is always a pleasure and an honour to follow the hon. Member for Makerfield (Yvonne Fovargue) who talks not only with passion but with a great deal of knowledge and expertise about these matters. I wish to speak briefly about new clauses 11 and 6. Before I do, may I say that it was a little unfortunate that the remarks of the hon. Member for Walthamstow (Stella Creasy) took the turn that they did at the end? What she said is simply not true, and everybody in this House who takes an interest in these issues, which she certainly does, knows that the sub-prime high-cost credit market has been around for donkey’s years. It has not started—[Interruption.] No, it has not started, or even in its totality dramatically shifted, in the past three years.

The hon. Lady mentioned statistics for payday lending and logbook lending, but, if she was being complete in her analysis, she might have talked about when the big growth spurt came in home credit. She might even have talked about when the growth spurt came in rent to own. Perhaps she would like to take the opportunity to talk briefly about those things now. I would happily take an intervention.

[Stella Creasy]

Will the hon. Gentleman clarify whether he voted three times in the House over the past three years against capping the cost of credit and therefore tackling some of these problems? If he recognises that there are problems, is he saying that he will support the new clauses today?

[Damian Hinds]

Clearly, I was not saying that. I was asking the hon. Lady whether she wanted to comment on the growth of home credit and rent to own. We have had many opportunities in this House to discuss a cap on the cost of credit, and she and I—and she and many other Members—have had an opportunity to discuss some of the practical aspects. There will now be a cap on the total cost of credit, but that is not to say that the definition of that is without difficulties. It remains a tricky thing to do. All of us, including her, who take a close interest in these issues know that there is no single silver bullet solution that solves any of these market problems. We need regulation, empowerment for consumers, financial education and sensible alternatives. This House is at its best when we are discussing what those practical approaches might be, and I welcome the new clauses, which allow us to talk about those very things. I have an awful lot of sympathy for the sentiment behind new clause 11, which was put forward by the hon. Member for Makerfield, and for what is behind new clauses 7 and 9, but we must be wary about seemingly straightforward legislative solutions that may not deliver all they purport to.

We always talk in the plural when we refer to rent-to-own companies, but in reality there is one really big company. There is a problem with the pricing and marketing of these companies. I have recently been added to the BrightHouse e-mail marketing list. I do not know what I have done to deserve that honour—I am not sure whether I should take it as a compliment—but I am now bombarded with messages saying how easy it is to pay weekly, and it is those messages that go to the heart of the problem. To be fair, the slightly misleading approach that we are talking about does not necessarily apply just to rent-to-own companies. We could say that it applies to every pay-monthly mobile phone contract, through which we not only pay for our calls but finance the phone, but it is never advertised how much is for the phone and how much for the calls. We always see it as one all-together monthly amount.

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[Jenny Willott]

Perhaps the hon. Gentleman would like to speak to the hon. Member for North Swindon (Justin Tomlinson) about that. He raises a very important point: the more we can help young people to understand some of these complex financial systems and how to manage money, hopefully, fewer people will end up in debt—particularly unaffordable debt—in the future.

Returning to the FCA rules on hire-purchase contracts for household goods and what has been called the “BrightHouse clause,” the FCA’s new rules will require firms to provide pre-contractual explanations and information in line with European requirements. I hope that answers the point made by a number of Members on both sides of the House. The information will include the cash price of the goods being financed and the total amount payable. The FCA rules will require that information to be provided to consumers before they sign up. I hope that will ensure greater transparency for customers.

The rules also mean that firms have to adhere to debt-collection rules—a point raised by the hon. Member for Makerfield—including treating customers who are in default or arrears with forbearance and due consideration. They also require firms to assess credit worthiness and affordability, including the potential to impact adversely on the consumer’s financial situation and their ability to make repayments as they fall due. There are, therefore, broad requirements on firms to try to tackle some of the hon. Lady’s concerns about consumer detriment.

When firms sell associated insurance products, they must do so in line with the FCA’s requirements for assessing a consumer’s eligibility to claim on a product and the high-level principle of treating customers fairly. Those are new requirements to ensure that we try to tackle consumer detriment. The Government believe that the tough and decisive action taken by the FCA will ensure that customers are better protected as a result.

Finally, we discussed the issue of logbook loans at some length in Committee and I completely understand the concern about the potential for consumer detriment as a result of these products. The Government believe that people should be free to borrow and have the tools to make an informed decision about which credit product is right for them, but consumers should be confident that they will be treated fairly and that the regulator will step in when things go wrong.

As the hon. Member for Walthamstow will be aware, logbook lenders now also fall under the responsibility of the FCA. As I have said with regard to other credit firms, I believe that consumers will be far better protected under the FCA regime than they have been in the past. The FCA has been very clear that logbook lenders are among the firms that it considers pose the greatest risk to consumers, and they will be in the first phase of firms that have to be fully authorised from October. Logbook loans are defined by the FCA as higher risk activities and, as such, lenders face closer supervision and higher regulatory costs.

Logbook loan providers are now also required to meet the standards the FCA expects of lenders in making thorough affordability checks and providing the adequate pre-contractual explanations to consumers. They are also subject to the high-level principle of treating customers fairly. Indeed, the FCA considers this area to be a particular concern. It has said that it is

“putting logbook lenders on notice”,

and that its new rules give it

“the power to tackle any firm found not putting customers’ interests first.”

It is therefore taking its new responsibilities very seriously.

In addition to the FCA’s robust action, Treasury Ministers have asked the Law Commission to look at how best to reform the Bills of Sale Act—as we know, the legislation underpinning logbook loans is old, lengthy and incredibly complex—and, as the hon. Member for Gainsborough (Sir Edward Leigh) highlighted, the Government believe that the Law Commission is best placed to undertake a thorough assessment of how we can bring the legislation up to date. It has responded favourably to the Treasury request, and it will confirm its upcoming work programme soon.

The hon. Member for Walthamstow raised concerns about people buying cars with outstanding loans against them and about the impact on customers. She said that a large proportion of second-hand cars are sold with pre-existing charges. The Bill, like the existing law, is clear that there is a legal obligation on the seller to notify the buyer of any outstanding charges. The Bill covers business-to-consumer sales, and sales between individual consumers have the same level of protection under the Sale of Goods Act 1979, which provides that the seller must have the right to sell the goods. That applies to all contracts for the sale of goods, so it covers private sales, in addition to purchases of goods from a shop or a business. Goods must be free from any undisclosed charge or encumbrance, which applies to hire-purchase terms for goods sold on, as well as to logbook loans. The private seller is in breach of contract if they do not have the right to sell, or if there are undisclosed charges on the goods, which means that the buyer can get their money back from the private seller.

The Government are concerned about the impact of unscrupulous traders in all these areas. That is why we have taken so much action and given such strong powers to the Financial Conduct Authority, and I do not believe that the Opposition’s new clauses are the right way forward. The Government’s approach is the right one for protecting consumers, particularly the most vulnerable, and I hope the hon. Member for Walthamstow will withdraw new clause 6.

[Stella Creasy]

We have had an interesting debate. I acknowledge that there is interest in this issue, as well as experience and expertise, on both sides of the House, which has been reflected in most of the speeches. I pay particular tribute to my hon. Friend the Member for Makerfield (Yvonne Fovargue) who, for all of us, is a touchstone on issues involving the consumer credit market.

I put on the record my support for the work of the hon. Member for East Hampshire (Damian Hinds) on the credit union movement. However, I must say that I brook no argument from him when Government Members have had three chances—not one, not two, but three chances, or an almost biblical opportunity—to deal with payday lending and the cost of credit, but voted against it.

In 140 characters, the hon. Member for St Albans (Mrs Main), like Shelley’s grandmother, shed much heat but not a lot of light on what Government Members will do about the issues that are to come. Our new clauses are about the new forms of legal loan sharking and the new nightmares experienced by many of our constituents. The hon. Lady is making a tapping noise. Is that her calculating the amount of money people have to pay out to the debt management and logbook loan companies?

[Mrs Main]

The hon. Lady is doing herself a disservice. We are not point scoring. Many Government Members have concerns about debt. The tapping noise I was making refers to the fact that she seems unable to listen to comments from Government Members, and just tweets her own self-promotion endlessly.

[Stella Creasy]

The hon. Lady may be horrified about letting the public know what she and Government Members have been saying, but we are not. Government Members may be confident in their commitment to the idea that they are somehow tackling the cost of living, but when it comes to opportunities to make progress on such things as logbook loans or debt management fees, they have nothing to say and they should rightly be held to account not just in the House, but online. She would do well to reflect on such matters.

I want to move on to what hon. Members have mentioned in the debate, but may I tell my hon. Friend the Member for East Lothian (Fiona O’Donnell) that I consider us to be master and apprentice in our dress today? She pointed out that the Government seem to have a problem with the doors when it comes to voting the right way on consumer credit matters.

Let me pay tribute to the Minister and the members of the Sharkstoppers campaign. To hear a Minister in this Government talking about the action that they will take on payday lending is a tribute to the work of all those campaigners across the country. I want to give her the benefit of the doubt when she says that this Government want to make payday lenders pay their fair share. She was extremely honest about the fact that she has no idea how much money payday lenders will contribute to the cost of providing debt advice. We want to return to the issue in the Lords once we get that information, but we are happy to wait for the Minister to come back with the sums, to show that payday lenders are paying their fair share. We are pleased that the Financial Conduct Authority is looking at the outrageous practice of charging people in debt with debt management fees, and we will wait to see what the Government bring forward, and consider these issues again in the Lords in terms of whether fees should be abolished outright.

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Brought up, and read the First time.

[Stella Creasy]

I beg to move, That the clause be read a Second time.

[Mr Deputy Speaker]

With this it will be convenient to discuss the following:

New clause 12—Right to full refund: ticketed events—

‘An event organiser must issue a full cash refund where their tickets are returned to them up to 24 hours before the start of the event.’.

New clause 13—Goods to be as described: meat products—

‘(1) All products containing halal and kosher meat shall be labelled as such at the point of sale by retail and food outlets.

(2) A food outlet is anywhere where food is served to the public.’.

New clause 14—Communications services: change of service provider—

‘(1) Section 3 of the Communications Act 2003 is amended as follows.

(2) At the end of subsection (2)(b) insert “with a switching process that is led by the receiving communications service provider”.’.

New clause 15—Right to corrective action—

‘(1) This section applies if either—

(a) the responsible economic actor has identified that goods supplied present a health and safety risk to the consumer; or

(b) the appropriate authority has identified that goods supplied present a risk to the public safety; and

as a result, the product is subject to corrective action by either party (a “recall action”).

(2) The consumer has the right to expect that the responsible economic actor for any goods supplied subject to a recall action must take all reasonable steps to inform all persons affected, or likely to be affected by the safety risks from the goods, within the shortest period of time practicable.

(3) The consumer, if placed at risk by goods subject to a recall action, has the right to prompt and effective action by the economic actor of that product to ensure that—

(a) the defect posing a safety risk to any persons affected or likely to be affected is eliminated;

(b) the actions required to achieve (a) do not cause significant inconvenience to the consumer; and

(c) all costs associated with the recall action are borne by the responsible economic actor.

(4) The Secretary of State will periodically gather and make publicly available information relating to safety incidents caused by recalled goods, and estimates of how many such goods still remain unaccounted for.

(5) The effectiveness of recall actions, and the procedures in place to achieve successful recalls, will be the subject of periodic review by the Secretary of State, with reference to public information on recalls in subsection (4) and any other relevant data.

(6) The Secretary of State may create or designate a body to act as a consumer product safety and recall authority.

(7) The Secretary of State may by regulations provide for the authority to—

(a) act to protect the public from identifiable and unreasonable risks of injury, death or household risk from consumer products;

(b) review products, test products, or receive or commission reports from other competent persons;

(c) direct corrective action to be taken by relevant economic actors, regulators or authorities;

(d) ensure and direct forms of consumer registration, from purchase of products, with databases which will be conducive to optimal fulfilment of (a) and (c) above;

(e) require notification by economic actors, including manufacturers, brand suppliers or traders, of significant evidence of concern in respect of the consumer safety of relevant products; and

(f) provide for accessible, intelligible information and advice to be available to consumers and relevant economic actors in respect of product safety, corrective actions and other guidances relevant to the authority’s work.

(8) For the purposes of subsections (4), (5), (6) and (7), the Secretary of State must consult with—

(a) market regulators;

(b) relevant authorities; and

(c) any other bodies he thinks appropriate.

(9) For the purposes of this section “economic actor” means—

(a) a “trader” as defined in section 2(2); or

(b) a manufacturer of “goods” as defined in section 2(8).’.

This new clause would enable new provision to be made regarding recall actions where a level of consumer safety risk has been identified. It would allow the Secretary of State to review and add to arrangements for corrective action for the protection of consumer safety.

New clause 16—Secondary ticketing platforms: product and seller information—

‘(1) The Secretary of State shall issue guidance to all traders who operate as secondary ticketing platforms on the application of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

(2) Guidance issued under section (1) shall include how secondary ticketing platforms must inform consumers of—

(a) the chosen identity of the seller;

(b) the country of residence of the seller;

(c) information provided by previous buyers on the reliability of the seller and the tickets he has sold;

(d) information on any complaints made against the seller for failing to supply tickets;

(e) information on any complaints made against the seller for supplying fraudulent or invalidated tickets; and

(f) information on all other accounts currently or previously held with the secondary ticketing platform linked to the seller by virtue of personal, financial and contact information provided by them.

(3) Guidance issued under section (1) shall set out how information required under Part 2 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 shall be—

(a) accurate; and

(b) prominently displayed before a buyer is able to purchase.

(4) Guidance issued under section (1) shall set out how secondary ticketing platforms must disclose clearly if the seller of the ticket is—

(a) the secondary ticketing platform themselves;

(b) individuals employed by the secondary ticketing platform;

(c) other companies linked to employees, directors or shareholders of the secondary ticketing platform;

(d) the event organiser or an agent acting on their behalf; or

(e) any other party connected to the event organiser of the event.

(5) Guidance issued under section (1) shall set out the status of tickets as unique goods with distinct characteristics which would affect—

(a) the enjoyment of the good by the consumer;

(b) the use of the good by the consumer; or

(c) the inherent value of the good in questions.

(6) Where a ticket is sold through a secondary ticketing platform, guidance issued under section (1) shall set out how the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to tickets as unique goods, including—

(a) how sellers must provide all relevant information about the ticket including but not limited to the face value of the ticket and a designated seat or ticket number;

(b) how secondary ticketing platforms will publish all the information about a ticket provided by the seller in a prominent and clear way; and

(c) what sanctions will apply for failing to provide this information under the regulations.’.

New clause 17—Secondary ticketing platforms: fraudulent tickets—

‘(1) Where a secondary ticketing platform becomes aware that sellers using their service have acquired tickets through illegal methods, or are selling fraudulent tickets, they have a duty to report this to the relevant law enforcement agency immediately.

(2) A secondary ticketing platform must meet any lawful requests for information on sellers made by law enforcement agencies or courts.

(3) Where a law enforcement agency has notified a secondary ticketing platform that a ticket advertised through their service is, or is suspected to be, fraudulent, the secondary ticketing platform must remove that ticket and suspend the seller’s activities immediately.’.

New clause 18—Secondary ticketing platforms: seller profiles—

‘(1) Secondary ticketing platforms must provide a profile of information on sellers using their service.

(2) Profile information provided under subsection (1) must include, but is not limited to—

(a) the name of the seller;

(b) the country of residence of the seller;

(c) if the seller is a company or business, its registered number, if any;

(d) if the seller is a company or business, its registered office or address for service;

(e) a list of all current and past inventory sold or offered for sale by the seller;

(f) information on all other accounts currently or previously held with the secondary ticketing platform linked to the seller by virtue of personal, financial and contact information provided by him;

(g) information provided by previous buyers of the reliability of the seller and the tickets he has sold;

(h) information on any complaints made against the seller for failing to supply tickets, and the resolution of those complaints;

(i) the VAT registration number of the seller, if applicable; and

(j) information on any complaints made against the seller for supplying fraudulent or invalidated tickets, and the resolution of those complaints.

(3) Information provided under subsection (1) must be—

(a) accurate; and

(b) prominently displayed before a buyer is able to complete their purchase.

(4) Secondary ticketing platforms must disclose clearly and prominently where the seller of the ticket is—

(a) the secondary ticketing platform themselves;

(b) individuals employed by the secondary ticketing platform;

(c) other companies linked to employees, directors or shareholders of the secondary ticketing platform;

(d) the event organiser or an agent acting on their behalf; or

(e) any other party connected to the organisation of the event.

(5) Where a seller offers for sale more than 20 tickets to the same event, the secondary ticketing platform must take reasonable steps to verify the validity of the tickets.’.

New clause 19—Secondary ticketing platforms: ticket information—

‘(1) Where a ticket is sold through a secondary ticketing platform—

(a) the seller must provide all relevant information about the ticket; and

(b) the secondary ticketing platform must publish all the information about a ticket provided by the seller in a prominent and clear way.

(2) Information to be requested by the secondary ticketing platform and provided by the seller for the purposes of subsection (1) should include, but is not limited to—

(a) the face value of the ticket;

(b) any age or other restrictions on the user of the ticket; and

(c) the designated block, row, seat or ticket number, where applicable.

(3) Where tickets are being resold in contravention of the terms and conditions agreed to by the original purchaser, this must be stated prominently by the secondary ticketing platform at every stage of the purchasing process.

(4) Information provided by virtue of this section must be—

(a) accurate; and

(b) prominently displayed before a buyer is able to complete their purchase.’.

New clause 20—Secondary ticketing platforms: compensation—

‘(1) Secondary ticketing platforms must reimburse reasonable costs to a buyer where a ticket sold through their service is fraudulent or invalidated.

(2) For the purposes of subsection (1), reasonable costs must include, but are not limited to—

(a) the price paid for the ticket by the buyer, inclusive of all service and delivery charges;

(b) all travel expenses incurred by the buyer in travelling from their place of residence to the location of the event for which they had purchased the ticket; and

(c) any accommodation expenses incurred by the buyer for the sole purpose of attending the event for which they had purchased the ticket.

(3) For the purposes of subsection (1), reasonable costs should be defined as a total amount not exceeding twice the total purchase price of the ticket or tickets in question, including all additional fees and taxes paid.

(4) Claims made by a buyer against a secondary ticketing platform under this section must be proven by receipts or other documentary proof.

(5) The secondary ticketing platform must settle any claims under this section within 40 working days, other than where a suspected fraud or abuse related to the transaction in question is the subject of an ongoing investigation by the relevant statutory authority.

(6) Secondary ticketing platforms are permitted to take all necessary action to recover any monies paid out to consumers under this section from the seller of the ticket.’.

New clause 21—Secondary ticketing platforms: definitions—

‘(1) A “secondary ticketing platform” means a person or company operating an internet-based facility for the resale of tickets to events including in the United Kingdom, regardless of the country in which the owner of the service is registered.

(2) A “ticket” means anything which purports to be a ticket, including any item, tangible or intangible, which grants the holder entry to an event.

(3) An “event” means any sporting, music or cultural activity taking place at a specified time and place for which tickets are issued and required for entry or attendance.

(4) An “event organiser” means the person or persons responsible for organising and holding an event and receiving the revenue from the event.

(5) A “fraudulent ticket” means a forged or duplicated ticket.

(6) An “invalidated ticket” means a ticket which has been cancelled by the event organiser, or an agent acting on their behalf, after being issued.’.

New clause 22—Prohibition of fees in contracts for services: letting of residential accommodation—

‘(1) The provisions in this section apply to a contract for a trader to supply a service in connection with the letting of a residential premises.

(2) Subject to the provisions of this section, any person who demands or accepts payment of any sum of money from a person (“P”) for services in connection with a contract for the letting of residential premises shall be guilty of an offence.

(3) For the purposes of subsection (2), P is any person—

(a) who seeks to enter a contract to let residential accommodation, or

(b) who has a tenancy of, or other right or permission to occupy, residential premises.

(4) For the purposes of subsection (2)—

“letting” shall include any service provided in connection with the advertisement or marketing of residential accommodation or with the grant or renewal of a tenancy;

“services shall —

(a) include, and are not limited to—

(i) the registration of persons seeking accommodation,

(ii) the selection of prospective occupiers, and

(iii) any work associated with the production or completion of written agreements or other relevant documents.

(b) not include credit checks of person seeking accommodation.

(5) Where a person unlawfully demands or accepts payment under this section in the course of his employment, the employer or principal of that person shall also be guilty of an offence.

(6) A person shall not be guilty of an offence under this section by reason of his demanding or accepting payment of rent or a tenancy deposit within the meaning of section 212(8) of the Housing Act 2004.

(7) A person shall not be guilty of an offence under this section by reason of his demanding or accepting a holding deposit.

(8) A “holding deposit” for the purposes of subsection (7) is—

(a) a sum of money demanded of or accepted from a person, in good faith for the purpose of giving priority to that person in relation to the letting of a specific property, which is to be credited towards the tenancy deposit or rent upon the grant of the tenancy of that property, and

(b) not greater than two weeks rent for the accommodation in question.

(9) Costs incurred by persons seeking accommodation for the undertaking of credit checks shall be reimbursed upon the signing of a tenancy agreement.

(10) In this section, any reference to the grant or renewal of a tenancy shall include the grant or renewal or continuance of a lease or licence of, or other right or permission to occupy, residential premises.

(11) In this section “rent” shall include any occupation charge under a licence.’.

Amendment 6, in clause 2, page 2, line 15, at end insert—

‘(3A) The Secretary of State may by order made by statutory instrument provide that those who represent businesses with fewer than 10 employees and are purchasing goods or services for use within their commercial activities will be considered consumers.’.

Government amendments 9 to 14.

Amendment 5, in clause 48, page 30, line 3, leave out from ‘(5)’ to ‘resolution’ and insert ‘may not be made unless a draft has been laid before and approved by’.

Government amendment 15.

Amendment 20, in clause 84,  page 43, line 14, at end insert—

‘(2A) Section [Prohibition of fees in contracts for services: letting of residential accommodation] extends only to England.’.

[Stella Creasy]

Like a pub quiz, we now come to the lucky dip round of the Bill, with a number of different issues being taken together. I am conscious that many Members wish to speak, so I will keep my remarks brief. [Hon. Members: “Hear, hear.”] I am always eager to please.

Let me start with new clause 8. A number of provisions have been proposed to deal with ticket touting—a subject about which I know many Members feel strongly. I shall also deal with new clause 22, which deals with fees. We have already tried today to abolish fees for debt management, and we would now like to abolish fees for tenants, which is what consumers need. I shall also talk about businesses and consumers, new clauses 13 to 15 and the Government amendments.

Ticket touting is an issue about which many of us are concerned. We see the damage it is doing to a range of industries by distorting prices and access to entertainment activities. Ticket bot machines—I am not sure whether all Members are aware of them—are pieces of software that impersonate individual visitors to ticket vendor websites and automatically make multiple ticket purchases. What does that mean in practice? It means that many of us as fans of music, sport or light entertainment do not get a look in. It means that millions of fans have never been able to get a ticket for a range of different events because all the tickets are sold out within minutes: they are sold to a machine, not to fellow fans. Those tickets are then resold at an exorbitant price.

According to Ticketmaster USA, one group of scalpers were requesting 200,000 tickets a day in this way. We certainly know that the secondary ticket market for the resale of tickets is worth up to £1 billion a year. Those MPs who are members of the Monty Python fan club—I see it in many of their speeches as they are certainly “the knights who say ‘Ni!’”—will be aware of the outcry after all the tickets for the Monty Python show disappeared in that way. Perhaps the Monty Python foot will fall on me for making that joke—the hon. Member for East Hampshire (Damian Hinds) seems to be making a face to suggest that it should. Those of us who are fans of the Stone Roses were horrified to see the band’s gigs automatically sell out in that way. Tickets for a Kate Bush gig were also taken out. They were originally sold for £49 but within minutes were on a resale site for £490. For the Stone Roses, tickets that should have been a mere £55 were being sold for £1,000 a time—well beyond the means of the average fan of such phenomenal music.

The Secretary of State has claimed that ticket resellers are classic entrepreneurs because they fill a gap that they have identified in the market. With the greatest respect, I fear that the new Secretary of State has misunderstood the market in ticket sales and quite what these businesses are doing by distorting people’s access. He presumes that consumers are able to compete fairly against these automatic machines, but that is simply not the case.

Let me be clear that our amendments are not designed to stop the resale of tickets. I told the Committee and I will tell the House that I was deeply disappointed to have to sit here late one evening and give up my tickets to see the great band, the Wonder Stuff. My hon. Friend the Member for Wolverhampton North East (Emma Reynolds) will know of the band’s work. I was looking to resell my ticket and, as a genuine fan, I wanted it to go to another fan so that they could hear the beauty and the wonder that is “Dizzy”.

What we are talking about is finding a way to make this work for the fans and the consumers, rather than the botnets. Our new clauses deal with the three clear issues. First, we want to apply to the secondary market the guidance about what information should be provided to a consumer when buying a product. There is clearly a gap in which these companies are profiting. There is confusion and a lack of information about what people are being sold. Some of us have had constituents tell us that they have been sold a ticket through a secondary reseller market only to find that it is a fake.

Secondly, we want to give greater protection for events of national significance. We know that there is widespread concern across the sporting industry about the real fans being locked out of games by these kinds of practices. I want to pay tribute to the work of my hon. Friend the Member for Eltham (Clive Efford) and the tireless campaigning he has done on the forthcoming rugby world cup. Millions of fans will not be able to attend events because of the actions of these companies and the touts.

Thirdly, we want to strengthen co-operation between the enforcement agencies and the secondary sites so that there is more protection for consumers and we can all be confident that when we buy a ticket for something, it is what we think it is and we can get a ticket in the first place.

[Huw Irranca-Davies (Ogmore) (Lab)]

Would my hon. Friend’s suggested reforms be able to deal with the appalling situation highlighted by my hon. Friend the Member for Blaenau Gwent (Nick Smith) whereby tickets for next year’s rugby world cup in the Cardiff Millennium centre—good stadium that it is—are now on sale for £1,560 for a £250 ticket? I would have thought that £250 is enough for the average rugby follower, but £1,560 is an absolute disgrace.

[Stella Creasy]

The new clauses and amendments would deal with that. I understand that the tickets for the rugby world cup are not yet formally on sale. The fact that they are already being marketed on secondary sites at such prices demonstrates the scale of the problem that we need to tackle.

I pay tribute to the tremendous and tireless work that has been done by my hon. Friend the Member for Washington and Sunderland West (Mrs Hodgson), who will speak about her new clauses later. I also pay tribute to what has been done by the hon. Member for Hove (Mike Weatherley). I know that the hon. Member for Shipley (Philip Davies), who has also tabled a new clause on this subject, shares the widespread concern that is felt.

[Philip Davies (Shipley) (Con)]

Will the hon. Lady give way?

[Stella Creasy]

I will, but only briefly, because I am conscious of the time, and I know that the hon. Gentleman wants to talk about a number of new clauses and amendments himself.

[Philip Davies]

Given what the hon. Lady said about not wanting to encourage the secondary ticket market, may I take it as read that she will support my new clause 12, which would guarantee people a refund from the organiser if they are not able to go to the event? If they cannot go and they cannot get a refund, they will not have much choice other than to sell the ticket on.

[Stella Creasy]

I think that the hon. Gentleman’s new clause responds to a slightly different challenge, and presents a practical challenge in relation to how it could be applied, but let me make one thing very clear, in case he did not hear me say it the first time. We are not suggesting that there should not be a market for the selling on of tickets; we are saying that what the ticket touts are doing is distorting the market for consumers. That is separate from the issue of whether people can obtain a refund within 24 hours. Let me caution the hon. Gentleman that some aspects of his proposal may not work in a practical sense, whereas we are presenting practical proposals.

New clause 8, in particular, has learnt the lessons of the Olympic and paralympic games. Tickets for those games were given particular protection to enable people to be confident that they could obtain them. The London Olympic Games and Paralympic Games Act 2006 levied fines of up to £5,000 for the reselling of tickets at a profit. The Home Secretary increased that to £20,000, citing the threat from serious and organised criminal groups. We know that ticket touting is being used to support a range of criminal activities. New clause 8 relates to events of national significance. Let us make sure that rugby fans can go to the world cup: it surely cannot be all that difficult to legislate for that.

New clause 16 seeks to get to the root of the problem, which is that people do not necessarily know what they are being sold. A unique identifier is a simple way in which to ensure that when someone buys a ticket, it is a ticket for a particular gig, show or match. The venues themselves will have already given out identifying information, whether it is a seat number or a stall number. We are suggesting that they should be required to provide that information at the point of sale, so that people can be confident about what they are buying. That will enable the event organisers to identify those in, for instance, rugby clubs who are already selling on tickets that they have been given and are misusing their relationship to give out the information.

We think that that accords very well with what the Minister said in Committee about the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which she believed would address the issues related to selling. She said that they

“set out…the information that a trader should provide to a consumer for all distance sales—which would include tickets”.

In particular, she said that they gave details of

“the main characteristics of the goods”.––[Official Report, Consumer Rights Public Bill Committee, 25 February 2014; c. 183.]

We believe that new clause 16 would simply put that into practice in the context of the secondary ticketing market, providing clarity for all who are concerned about what they are buying. It accords with consumer regulation, and we hope that the Government will support it, even if they fear that some of the other new clauses relating to ticket touting would be difficult to implement. We certainly hope that they will listen to the clarion call from new clause 8. Surely everyone, in the House and outside, agrees that it cannot be right for us not to be confident that it is the fans who are able to obtain tickets to attend events of sporting significance, whether they obtain them online or offline.

I know that other Members want to talk about ticket touting, and I shall therefore move on to the subject of letting agents’ fees.

[John Robertson (Glasgow North West) (Lab)]

The city of Glasgow is about to host the Commonwealth games, and a great deal of effort has been put into safeguarding tickets. Some of us have been shouting for a long time “Make ticket touting illegal!” Once it is illegal, we can take care of the other little bits and pieces, but should we not make it illegal right now so that we can know exactly where we are?

--- Later in debate ---

[Stella Creasy]

The new clauses and amendments are designed to make progress on issues of precisely that kind. One of the problems of ticket touting is trying to identify who is responsible for the crime that is taking place. Making the seller of the ticket give the details of that ticket will enable us to identify its provenance and who is selling it. We shall then be able to crack down on the people involved, whether it involves the rugby world cup or another event, so that organisations will not have their tickets sold on when they do not wish that to happen. It will give that kind of flexibility, and it reflects the all-party group work done on some of these issues. I hope there will be support from across the House.

[Mrs Main]

rose—

[Stella Creasy]

If the hon. Lady wants to suggest some tweets, I will happily take them, but I am sure everyone will appreciate it if we can move on to the question of letting fees.

[Mrs Main]

I am sorry that the hon. Lady is being so waspish; I am just seeking a bit of clarification. She mentioned the crime of ticket touting. Is she proposing to make it a crime, or does she believe it is a crime?

[Stella Creasy]

There are already criminal elements to what we are talking about. What we are talking about in this legislation is the information provided to a consumer—this is, after all, a consumer rights Bill—that could help address the problems caused by ticket touting, and it reflects the work being done by the all-party group. [Interruption.] Well, this is a separate issue about what we can do for consumers, and with that in mind I want to move on to new clause 22 because, as I have said, there is a lucky dip element to the amendments before us and it is about letting fees.

I pay tribute to the work done in this area by my colleague my hon. Friend the Member for Wolverhampton North East. I see first hand in my constituency the problems caused by increasingly difficult access to housing and affordable housing, particularly within the private rented sector. We know that 9 million people in England are living in rented homes and they are paying on average over £1,000 more a year in rent than they did in 2010. That is why we have to reform the private rented sector. The costs that people are facing are unsustainable. I have families in my constituency spending between 60% and 70% of their monthly income on rent alone. They cannot make ends meet.

There is a wider debate to be had about the length of tenancies and the levels of rent, but this amendment, like the previous amendments I was speaking to, relates to consumer legislation, and in particular the specific issue of fees and whether they should be charged.

[Mr Gordon Marsden (Blackpool South) (Lab)]

The issue my hon. Friend is outlining, and that our colleague my hon. Friend the Member for Wolverhampton North East (Emma Reynolds), the current shadow Housing Minister, has raised, is very important. It is particularly an issue for us in Blackpool and many other seaside towns, where, because of degrees of internal transience, some families have to move two or three times a year. That exacerbates the whole issue of letting fees.

--- Later in debate ---

[Stella Creasy]

I entirely agree. We see it in London as well, where people are having to move: every single time they move a fee is applied, and those fees are extortionate and are anti-consumer, as I shall explain.

The average such fee is about £355, but there are great variations. In my constituency of Walthamstow, in the work we have done on the “home sweet home” campaign, we found some fees as high as £827. We found renters being asked to pay fees for having pets, for having their houses cleaned and for a whole range of other practices, and we can see the consequences. We also know that 94% of letting agencies impose a fee on top of rent in advance and a deposit. There is therefore a huge sum of money for people to find. One constituent had to find £4,000 before he and his family could move into a property.

One in seven of those who use an agency are charged over £500 in agency fees before finding the deposit or rent in advance. Mystery shopping by Shelter found that some renters are routinely being charged £700. Over the past three years, one in four people who have dealt with a letting agency have said they have had to borrow money to pay that fee, which is of relevance to our previous debate. One in six is cutting down on food or heating to meet the cost of that fee, and four in 10 experience money worries as a direct result of that fee. If that fee is being applied every single year because people are moving again and again, we can see how quickly these sums can cause huge problems for consumers.

Some, perhaps those on one side of the coalition, will say what we need to do is make sure there is transparency. Certainly we explored whether people knowing the kind of fees they were facing—if everyone was upfront about the amount of money they were going to charge as a fee for introducing clients to a landlord, for example—could be one way of addressing this. That is a bit like somebody being tied to the train tracks and being told the train timetable, however, because in the current market many tenants have little option but to try to borrow to find that fee and then deal with the financial consequences. While I appreciate that one half of the coalition has now understood that fees are a challenge, the argument that simply knowing how much those fees are is enough in itself to deal with these problems simply does not wash. And nor does capping fees, because it is anti-consumer to have two different organisations paying for the same service. That is what we are talking about here: a form of double-charging. How can both the landlord and the tenant pay for the same service at the same time and the agent act in the interests of both? How can a landlord be confident that they are getting the best tenants if the agent also has the tenant’s interests at heart? How can a tenant be confident that they are getting a decent landlord if the landlord is also being acted for by the agent? This is fundamentally an anti-competitive practice and we think it is therefore time to act. Our new clause would do something very simple: it would clarify that renters could not be charged a fee.

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[Stella Creasy]

It is not simply an assumption; it is based on the evidence we have seen from Scotland, which is that this money would be incorporated in the centre of the tenancy and so that the landlord would pay the fee. We would expect the tenant to pay one fee—the credit referencing fee—but once the tenancy was secure and the landlord could therefore be confident that the person was back in the place, we would expect it to be refunded. We are very clear that the practice of charging fees to both parties at the same time is a conflict of interest and therefore needs to be addressed, which is what our proposal would do. It would spread the fee over the course of the tenancy.

[Damian Hinds]

Just to complete the point, is it also the hon. Lady’s assumption, and that of the Opposition, that were landlords to face greater fees, they would not seek to recoup that extra cost in some other way?

[Stella Creasy]

One issue is what landlords are charging for. I see landlords who are charging twice for credit referencing, because they are charging the landlord and the tenant that fee. [Interruption.] The presumption the hon. Gentleman makes is that all the fees are for different activities—

[Damian Hinds]

I am asking what your presumption is.

[Stella Creasy]

Our presumption is that the fees would then be taken on by the landlord and taken as part of the tenancy agreement. Our approach would resolve the problems we are seeing for tenants and the conflict of interest over whom the agent would act for. Our proposal is about making sure we deal with that conflict, particularly how for landlords and for tenants it creates a series of perverse incentives whereby both can be charged for the same service.

[John Stevenson (Carlisle) (Con)]

The problem is that if the letting agency loses an income it will seek to get it from elsewhere, so it is likely to increase its charges to the landlord. The landlord will then seek to recover that money, and from whom will the landlord seek to recover it? From the tenant.

[Stella Creasy]

I simply do not accept the picture the hon. Gentleman is painting. Scotland has banned fees on tenants, and the experience there has been an increase in the number of letting agents and no effect on the rents people are paying. The evidence shows that, as with the payday lenders, when we give tenants the muscle to remove this fee, the market shapes up. We have not seen an increase in the fees that tenants are facing; nor have we seen an exit from the market. Some of the fears the hon. Gentleman might have, which I understand, are not well founded, because a lot of the fees tenants are being asked to pay are not indicative of a service being provided; they are indicative of a profit-making machine. We are trying to deal with the detriment caused by the ability of agents to charge fees to two parties at the same time. By making this a fee for the landlord, it is clear whose interest the agent is acting in.

As I say, we have dealt with the particular issue here, because we have listened to the landlords and letting agents who have expressed concerns about tenants who may not be what they seem. In that instance, there would be a case for being able to charge a fee to the tenant which would be refunded, but the alternative of letting this practice continue and seeing the kind of fees that we are seeing, and therefore the problems that are being caused, is also unsustainable. I hope that Government Members, particularly those who have now recognised there is a problem with the fees in themselves, will go that stage further and recognise that there is a problem with this form of double-charging, support our proposals and learn from the experience in Scotland on this issue.

As I am conscious of the time, I shall move on; I appreciate that there are a number of Members who wish to speak in this debate. I am sure that the hon. Member for East Hampshire, who has made many useful contributions this afternoon, will get to speak in the following debate.

I briefly want to speak to amendment 6. It may come as a surprise to some to see the Government resisting the work of the Federation of Small Businesses, which is trying to help small businesses that are struggling with their consumer contracts. Members in this House may have first-hand experience of that, as we are, after all, small businesses and will have dealt with business-to-business contracts, and many may not realise that they have different levels of consumer protection as a result.

The FSB has recently published a report on small businesses which points out that it makes much more sense to give micro-businesses the same consumer protection as private individuals. After all, it is unreasonable to expect a micro-business to have the same level of legal qualification and expertise to deal with a contract as that of a larger body, and that is what amendment 6 addresses. I note that the FSB has given its support to this amendment. I was surprised when the Minister said earlier that the FSB did not support giving consumer rights to businesses. That has not been the briefing that we have had from it; indeed, it supports this amendment. Will the Minister set out when she expects to give small businesses the kind of consumer protection they need, because it will be one fewer worry for them?

I wish now to touch on some of the other new clauses. New clause 14 deals with Ofcom and switching. We certainly think this is a good idea, and we wish to see the Government following it through. I am sorry that the hon. Member for Shipley (Philip Davies) was not here earlier when we were debating new clause 3 and new schedule 1 and making it easier for consumers to be able to switch. We recognise that there are problems. It is unusual for the UK, by comparison with other nations, to have this issue, and it will be interesting to know whether the Minister is considering it.

I look forward to the hon. Member for Shipley making his case for new clause 13. I certainly agree that transparency is important. The laws governing animal welfare at slaughter, at both EU and UK level, require animals to be stunned before slaughter, but they make an exemption to that requirement for religious slaughter, which is carried out by members of the Jewish and Muslim communities.

We are concerned about whether this amendment has a significant effect on animal welfare and implications beyond that. In particular, we must ensure that our laws strike the right balance between concern for animal welfare, which many of us have, transparency for consumers and respect for the traditions of different businesses and different communities. We also recognise that a lot of work has already been done on this matter in the European Union, and it would be sensible to learn some of the lessons on the wider issues such as how goods and foods are labelled. It will be interesting to hear the hon. Gentleman’s views on that—perhaps not on Europe but on the research that is being done.

I am sure that the hon. Gentleman would not want to make a law that caused confusion in this area rather than clarity. He focuses on halal and kosher food, but the Opposition believe that respect implies an active attitude towards others rather than a passive attitude, and certainly our position is to seek proper engagement with all faith groups before we move forward on such a measure.

Let me turn now to new clause 15, which has been tabled by the hon. Member for Foyle (Mark Durkan). We supported it in Committee and would support it again. It is an incredibly important amendment and I urge Members to listen to what the hon. Gentleman has to say. We do not believe it is acceptable to leave it to consumers to know whether they have a death trap in their house.

Finally, I want to say a bit about Government amendments 14 to 20 and the very welcome U-turn that seems to have been made. In Committee, we were concerned that consumers could be left waiting many months for a refund, but the Minister suggested that the Government believed there were potential disadvantages of introducing a time limit that outweighed the benefits that such a change could bring. We suggested 30 days in which to get a refund, so I am absolutely delighted that the Government have gone one stage further and said that people should get their money back in 14 days. That gives me great hope that while the Minister may be saying “computer says no” at the moment to some of the things that we have been talking about today and in Committee, we will see further concessions in due course. We shall welcome them accordingly.

[Philip Davies]

It is a pleasure to follow the hon. Member for Walthamstow (Stella Creasy). I was, surprisingly, rather encouraged by her response to my amendments. It could be a red-letter day for me, getting support across the House for some of my amendments.

I want to focus mainly on new clause 13, which is about the labelling of halal and kosher meat at the point of sale. With your permission, Mr Deputy Speaker, I will seek to press it to a vote, should the opportunity arise. It is an issue of great importance to the public, and we have heard an awful lot of commentary on it in the media and among many of our constituents in recent weeks. They would appreciate seeing where their Member of Parliament stands on the issue.

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[Stella Creasy]

rose—

[Philip Davies]

I am not going to give way for the reasons I mentioned earlier.

If I have a ticket to the Lords test match, for example, or to the rugby world cup final, and I go into my local pub and someone says to me, “It is my lifetime ambition to go there, I would give £4,000 for a ticket,” what is wrong with my saying that I will give up my ticket and they can go instead? Everybody is happy, nobody has lost out, but Labour want to interfere with people’s aspirations. Why should that be banned? If someone does not want to pay the higher price, they should not pay it. Nobody is forced to pay the inflated prices if they do not want to.

If the secondary sale of tickets bothers event promoters so much, why do they not do something practical to stop it? Why sell all the tickets in one go, for example? Why not hold them back? Why put them all on sale so that they are sold within 43 seconds, meaning that they can be resold at inflated prices? If promoters are so bothered, why not sell tickets bit by bit, week by week, month by month so that there are still tickets available the week before the event? That would remove the secondary ticketing market, but they choose not to do it. That can only lead me to presume that the event organisers are shedding crocodile tears, as they are happy to get all the money from the tickets being snapped up.

An ICM poll showed that 83% agreed with the premise:

“Once I’ve bought a ticket it is my property and I should be able to sell it to just as I can any other private property.”

--- Later in debate ---

[Jenny Willott]

Given the time restrictions, I shall say that we support the intention behind the new clause but not its wording, as there are a number of problems with it. I am happy to discuss with the hon. Gentleman after the debate the points that he has made to see if there is a way forward. With those remarks, I hope that hon. Members are happy that I have covered all the issues that were raised in the debate.

[Stella Creasy]

A number of issues have been raised. I am conscious of the time so I shall be brief and discuss the two new clauses that we want to push to a vote because we are not satisfied with what the Government have said. First, on new clause 22, which deals with letting fees, the Government should realise that it is not a small minority of letting agents charging fees. Indeed, good landlords do not want to lose tenants who cannot afford those fees.

The hon. Member for St Albans (Mrs Main) was disrespectful about the idea that tweeting in the Chamber was a good idea. Let me tell her that in the past hour we have had an example of a fee of £1,300 to change the names of two tenants on a tenancy agreement. Those are the sorts of fees that we are talking about. Shelter disputes the evidence that the Minister gave about there being no impact on rent inflation in Scotland since the measure was introduced. Members have to make a decision about whether they are on the side of the consumer or on the side of business. We are firmly of the view that we need to be on the side of the consumer in this instance in changing the way in which the rental market works. Rental fees are anti-competitive, and there is a conflict between who acts for the landlord and who acts for the agent. We need to change that, so we want to push new clause 22 to a vote.

We also want to push new clause 16 to a vote, because it is clear that Members across the House want to see action on ticket touting. New clause 16 puts into practice the amendments that the Government proposed on consumer information and consumer evidence. The Minister discussed the rugby world cup, but it is clear that tickets are already being sold on secondary sites, so the measures that she discussed have not had an impact. We need to make progress on that too.

We are happy to take advice on amendments on businesses, and we are happy to accept the Minister’s assurances about refunds. We are seeking more Government U-turns, but on letting agent fees and ticket touting it is time for action, and that is exactly what the Opposition seek in the amendments. I beg to ask leave to withdraw the motion.

Clause, by leave, withdrawn.

New Clause 13

Goods to be as described: meat products

‘(1) All products containing halal and kosher meat shall be labelled as such at the point of sale by retail and food outlets.

(2) A food outlet is anywhere where food is served to the public.’.—(Philip Davies.)

Brought up, and read the First time.

Question put, That the clause be read a Second time.