Involving tenants in complaints resolution Simone Russell Welwyn - - PowerPoint PPT Presentation

Involving tenants in complaints resolution

Simone Russell

Welwyn Hatfield Community Housing Trust 24 September 2012 Welwyn Hatfield Residents Scrutiny Panel

Why set up the new Tenants Panel?

• Changes to regulatory arrangements
• Preparing for changes to the way

complaints are handled

• Increasing accountability
• Multi landlord approach=wider

perspective for tenants

• Promoting good practice
• Ensuring better services and value for

money

What makes our Panel different?

Who’s involved?

• Tenants
• Leaseholders
• Shared owners
• Can live out of borough

if no other local candidates

• 2 reps from each

landlord

• Representing the

interests of all the tenants in the borough

The role of the Panel

• 1. To scrutinise services
• 2. To review complaints

Scrutiny of repairs/maintenance

• What did the Panel

look at in its first year?:

• 1. How different

landlords deliver the service

• 2. Tenants access to

reporting repairs

• 3. Repairs appointments
• 4. Cost/Value for money
• 5. Approaches to

checking quality

Training was provided for Panel Members and regular meetings have taken place throughout the year

A new role for Tenants Panels

Local Choice

Why did the Gvt change things?

2. 1.

Before April 2013 Before April 2012 Ombudsman Route Regulator (TSA)

Services aren’t good enough Landlord

Solved Not solved

Housing Ombudsman Service (Housing Association) Or Local Government Ombudsman (Council or ALMO)

I’ve got a serious problem TSA

TSA could investigate, refer to Ombudsman

• r Audit Commission

(housing inspection) Enforcement action could be taken

Complaints management (before)

From April 2013 From April 2012 Ombudsman Route Serious detriment route

Services aren’t good enough Landlord

Solved

Not solved Housing Ombudsman Service

I’ve got a serious problem Regulator

Regulator asks:

Is there ‘serious detriment’? eg harm, lost

• f rights and/or

discrimination MPs and/or Councillors and/or Tenants Panels solved Tenant can go straight to Ombudsman after 8 weeks solved Not solved Can try again Also listens to eg Health and Safety Exec, fire authorities, environmental health

Regulator says YES

Action includes inspection, enforcement notices, management tender

Regulator says NO

No action taken

Complaints Management (after)

The options for Designated Persons

1. Can refer straight to the Ombudsman or 2. Can act as an advocate for the complaint (on their behalf) or 3. Can review complaints and make a decision, working with the landlord and tenant to try and find a local resolution, before referring to the Ombudsman

Complaints process in Welwyn Hatfield

• Unresolved complaints will be reviewed by the

Tenants Panel

• A new independent stage will be introduced in

Welwyn Hatfield after the landlord’s internal process has been exhausted

• Complainant will be given the choice whether they

use this route

• Complaint will be reviewed by a small Panel of

tenants who are not associated with the landlord in question

• We will work with elected members
• Training and support will be provided
• Support from the Housing Ombudsman has been

provided and is there for us in the future

Thank you for listening

s.russell@welhat-cht.org.uk