Wednesday, 16 May 2012

Complaints Procedure

Posted in: Need to Know | Ask the Experts

comment

01/12/2009 12:46 pm

Amelia Nixon

Amelia Nixon

Posts: 37

When are tenants going to have a robust and equitable complaints process?
the 3 stage process is fine if the HA adheres to the rules but if they don't then tenants are expected to go through another set of rules set down by the Housing Ombudsman. How many tenants have the time and patience to negotiate this quagmire? Before £38mil is spent on 'infrastructure' tenants should have been properly consulted. My bet is that they would have voted overwhelmingly for a complaints process that works. What they have now is yet another layer of very expensive procedures and another organisation that audits the life out of HA's without very much in return.
Who wants to lay bets that if we come back to these pages in three years time we will still have the same problems? See you here 1 December 2012!

Unsuitable or offensive? Report this discussion

Post a reply

Sort: Newest first | Oldest first

Author

Message

Junior

Junior

Posts: 649

01/12/2009 4:27 pm

Golly Gosh I agreed with 100 hundred per cent

Give me your phone number.

That's the problems we abide by the Policy and Procedure. Whom we going my hasn't interviewed the witness's allow one to come just making a verbal statement and then find four months later being ringing the resident. Well can imagne I been told and willing to come to the hearing due to the fact asking a different question.

I pulling my hair out here.

On top on that just seeing the Briefing Papers what a messy half my evident not in the papers and all messy up to confusing no longer me but the Complaint Panel being confused. Officer's statement with no signature and Officer's statement all sitting in together the one present when it happen. How can you fight such a cash.

On top on the hear that one of the Director was ringing around my witnesss's well I do not know whether go it wrong confused the Officers.

How can you fight such a organsation. I made a set of my own Briefing Papers up giving me the impression will not use them. So I said well we all be reading from different one. I have no got the money to photocopy all this documents for the night nor do I have the time.

Well do not make a complaint about a Officer of the Housing Association. You dead in the water all I can say is thank god I have witness's.

I know my case will go to the Ombusman and I hope they slaughter them. I making a Official Complaint to the TSA after the hearing at well.

I am ensuring that the Tenant Standard Advisor Officer has all the paperwork.

Well tell you can not get involved. Well where do Tenant's go we pay our rent and get nothing in return


Excuse the english I'm Dyslexia


Unsuitable or offensive? Report this reply

Alan Savage

Alan Savage

Posts: 47

02/12/2009 2:29 pm

Hmmmmmm.....

Unsuitable or offensive? Report this reply

Expert post

Julian Ashby

Julian Ashby

Posts: 11

03/12/2009 3:53 pm

The TSA’s proposed Tenant Involvement & Empowerment Standard requires landlords to deal with complaints and other feedback promptly, politely and fairly. The specific requirements include that landlords will develop, agree and monitor service standards for complaints with tenants. This standard and its requirements are a direct consequence of extensive consultation with tenants which is now in its statutory stage.

So are you saying that you would prefer to have no standards on complaints and no regulator to enforce them and no Housing Ombudsman fallback? If so you must be a big fan of the private rented sector. Most of the feedback I have heard from tenants and organisations like TAROE, TPAS and the National Tenant Voice is that the new proposals for regulation have a much better focus on the issues that concern tenants.

The cost of the regulator is not relevant to this. Regulation saves housing associations some £400 million per year in interest costs. This far exceeds the cost of running the TSA.

Unsuitable or offensive? Report this reply

Junior

Junior

Posts: 649

03/12/2009 11:39 pm

I believe is they saying if had a just and fair Complaint System under the Stage's. If you have a Careless Housing Association. I've tried to make them adhere to the Rules and Regulations. I pointed out the breaches (listen to interview all the officers in the same room and took wrong a statement up for the Officer but didn't interview me and didn't interview my witness's that was in Stage One) Well it wasn't until I got to Stage Three and saw the papers that I saw so many breaches it took me three whole days to sort it out and have to re-type the Report because it was in such a mess that no-one could of follow it in a million years and half my correspondence was missing. Where does a Resident go to make them adhere to the Policy and Procedures and you never see if write on the website you have to ask for the Policy and Procedure Booklet and will our its out of date.

I have not got months to tied myself up and told the Housing Ombusman nearly a year in some cases and still waiting for case to be heard. While the HA sit back and enjoy's seeing its Resident's suffered. I just pop down to CAB such I well that's not good enough it Resident can proof that Breaches occuring up come the TSA with a Tenant Service Manager and look at the case and deal with the Housing Association if not following rules and regulations. My Case got Breaches all over it and bad maladminstration and bad judgement. I do not want compensation. I want the Chief Executive head on a stick because I when back and answer he/she again to look at the case. Well when they going to suffer like they made we suffer the last five months.



Unsuitable or offensive? Report this reply

Amelia Nixon

Amelia Nixon

Posts: 37

13/03/2010 10:27 am

See you in 2012.....

Unsuitable or offensive? Report this reply

Terry Harding

Terry Harding

Posts: 32

15/03/2010 2:23 pm

The three tier complaints system was adopted after the LGO said that she would find Councils guilty of Maladministration, if they did not have a proper complaints system in place.

Unfortunately this system only extends the complaint and rarely resolves it. Anther drawback is, the ombudsman will not normally take a complaint unless the full procedure is exhausted, this can often delay or frustrate the complainant as the Ombudsman will often take years rather than weeks to resolve an issue and will almost always take the Councils side.

Unsuitable or offensive? Report this reply

Rate this topic

  • 1 star out of 5
  • 2 stars out of 5
  • 3 stars out of 5
  • 4 stars out of 5
  • 5 stars out of 5

You must be signed in to rate.

Post a Reply

You must sign in to rate this topic or make a post

sign in register

Why not register?

Registration allows you to sign up for newsletters, comment on articles, add posts in the forums, quiz our panel of experts, and save articles and jobs in the My IH section.

Register now

Newsletter Sign-up

More Newsletters

Most active members

People are discussing

tags Accountability, advice, affordable housing, Allocations, antisocial tenant, arrears, Best Practice, care and support, careers, comment, complaint, council, councils, discrimination, discussion, eviction, HA renting, help, homelessness prevention, Housing, housing association, housing associations, housing policy, rent, urgent

Most discussed

Most recent posts

  • From Blair Mcpherson, 16/05/2012 1:01 pm in Why be a tweet

    I have recently joined twitter. I was initially reluctant but my son was very enthusiastic saying it was better than Facebook because it was easier to use, wasn't restricted to your " friends" and the limit on characters keeps comments short and to the point. For me twitting is a way to promote my articles and books to let others who share my interests know what is influencing me and to pick up on what others in my areas of interest are talking about. Of course I am not immune to the temptation to follow the trend.

  • From Shaun Aldis, 16/05/2012 12:54 pm in Fire risk or not?

    Where there's any question about the performance of a product, I would suggest that it's important to get the products in question back to the manufacturer or importer, for them to inspect them and advise you as to the cause of the damage. This response can then guide and feed into your risk analysis. This should be channeled through your product supplier, be that a wholesaler, distributor, or trade supplier. My experience of this is that the quality of manufacturers responses will be improved if details about the installed conditions, fault levels, cable run distance, Amperage/kW loading, and nature ...

  • From Matt Murdock, 16/05/2012 9:42 am in London Housing Assocition not building Social Housing -WHY??

    In short the powers are devolved by government to the Mayor and, in London, the GLA will take on the role previously undertaken by the Homes and Communities Agency.

  • From Jezz, 15/05/2012 4:17 pm in What is Social Housing there for...

    Primarily social housing exists to address an obvious market failure. However as social housing becomes more and more market-led the sector is increasing starting to emulate the problem it sought to address - quite ironic I suppose.

  • posted Anonymously, 15/05/2012 12:49 pm in Tenancy status and mutual exchanges.

    Actually everyone should read s.158 Localism Act 2011 really carefully in conjunction with 2012 Statutory Instrument 696 which explains which kinds of tenancies are EXEMPT from s.158. It would seem that 'affordable rent' tenancies are exempt.

  • From H4rdwork, 14/05/2012 4:20 pm in being evicted

    Please don't get your hopes up following the post by Little Red Hen as it is incorrect on one key point:

  • From Omega 3, 12/05/2012 4:51 pm in Resident-led Scrutiny Reports

    Anon at 12/05/2012 11:16 am

  • posted Anonymously, 11/05/2012 5:35 pm in What defines a 'living' room

    Depends if there is a gas fire or boiler in any of the rooms mentioned. If so, it cannot be deemed suitable for use as a bedroom.

  • From Blair Mcpherson, 10/05/2012 11:05 am in Selling off your former tenant arrears debt

    Not everyone pays their bills even after reminders. A local authority or social housing organisation has a duty to collect what it's owed but when you’re dealing with vulnerable people it is not straight forward. I was working as a senior manager for a large local authority when it was severely criticised by the auditors for allowing a very large amount of debt to accumulate over a number of years due to non-payment by a small proportion of service users. In response the council set up a specialist team to pursue individuals and secure payment. This was ...

  • posted Anonymously, 09/05/2012 12:20 pm in Repairs ban

    I don't think we know the whole story! If the repair required is a landlord's responsibility from law or tenancy, then landlord has to repair. S.11 Landlord and Tenant Act 1985 is the obvious starting point.