Strengthening consumer redress in housing

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In February 2018, the Ministry of Housing, Communities and Local Government (MHCLG) launched a public consultation asking for view on the current complaints and redress landscape, the extent to which it was working and what could be done to improve it.

It has now published its response to the 1200 replies it received in a 50-page report titled Strengthening Consumer Redress in the Housing Market.

Secretary of State James Brokenshire said: “Everyone, regardless of whether they own or rent, in the private or social sector, deserves a decent, affordable and secure place to call home. Which is why it is so important people know where to turn to for help when things go wrong and be confident problems will be put right.”

Residents should, he continued, be able to hold to account the professionals who are responsible for the quality, safety or management of their homes.

Having taken account of the views of those who contributed to the consultation exercise, he is now proposing to introduce:

  • a Housing Complaints Resolution Service, which will be a new single point of access to redress that housing consumers can use

  • a New Homes Ombudsman for buyers of new build homes (this was actually announced in October 2018)

  • a Redress Reform Working Group, co-operating with the housing redress sector to develop the proposals outlined in the response over the coming months.

In addition, Mr Brokenshire said he plans to bring forward legislation to close the gaps in redress services for consumers including to require all private landlords to sign up to a redress scheme.

Last reviewed 8 February 2019

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