Tenants of Registered Providers (Housing Associations) have standard procedures to follow if their landlord does not carry out repairs in a satisfactory manner, including a complaints procedure and a final right of appeal to the Housing Ombudsman Service. Further detail and useful links are set out below.
Social housing providers are overseen by the Regulator of Social Housing and since the Housing Act 1996, the Housing Ombudsman.
Find out more information on the two regulators
Section 180 of the Localism Act 2011 amends the Housing Act 1996 confirming that complaints by occupiers of social housing are to be conducted in a particular way; by following the internal complaints procedure, by use of designated persons and then if necessary by use of Housing Ombudsman.
Find out more about the appropriate act
Designated persons were introduced under the Localism Act 2011 to improve the chances of complaints about housing being resolved directly between landlord and tenant (with designated person’s assistance).
A designated person can be an MP, a local councillor, or a tenant panel.
If no resolution is achieved the designated person can refer the issue to the housing ombudsman.
Designated persons role is to act as advisors and advocates.