By James Brokenshire, the communities secretary, has announced plans for a new housing complaints service for the entire housing market, designed to help resolve disputes between tenants and landlords.
The service is set to offer both tenants and homeowners a better and more integrated way of handling problems with a tenancy and a place to go when things go wrong.
In response to the current complexity of the housing complaints system, the new service will soon give individuals access to a single housing complaints service, consolidating the operations of the several different complaints bodies that currently exist.
The move is set to build on the government’s recent reforms to create a housing market that works for everyone – no matter what type of home they live in, according to the recently published statement from the Ministry of Housing, Communities and Local Government.
A legal requirement for landlords
Currently, in the UK private rented sector, landlords are not legally obliged to register with a complaints system, which has caused thousands of renters no course for redress when it comes to issues with their homes, according to the government’s recent press release.
To resolve this problem, the communities secretary has announced that all private landlords will be legally required to join a housing redress scheme, which will increase protection for millions of renters in the UK, according to James Brokenshire. There will also be a fine of up to £5,000 for landlords who fail to do so.
New Homes Ombudsman
To protect the interests of homeowners who buy new build homes, the government has also announced its commitment to establishing a New Homes Ombudsman to protect their interests and hold property developers to account.
It is announced that all developers will be required to belong to the Ombudsman, with legislation set to be brought forward at the earliest possible opportunity.
This will help to give homebuyers greater confidence when buying their home and the assurance that they are getting the quality of build they expect.
Also, developers who wish to participate in the government’s landmark Help to Buy scheme will be required to belong to the new Ombudsman by 2021.
The Housing Complaints Resolution Service will be developed with a new Redress Reform Working Group made up of representatives from across the sector, working with industry and consumers.
A promise of reform
James Brokenshire, the communities secretary, said: “Creating a housing market that works for everyone is not just about building homes, it’s about ensuring people can get the help they need when something goes wrong.
“But all too often the process can be confusing and overly bureaucratic, leaving many homeowners and tenants feeling like there is nowhere to go in the event of problems with their home.
“The proposals I have announced today will help ensure all residents are able to access help when they need it, so disputes can be resolved faster, and people can get compensation where it’s owed.”
A welcome response
In response to the announcement, Mark Hayward chief executive at NAEA Propertymark and David Cox, chief executive at ARLA Propertymark said: “We are very pleased that the government has listened and accepted our recommendation to establish a single ‘front door’.
“We agree with the government in its response that it will provide simple access for consumers to redress, via a single user interface regardless of tenure, while retaining the specialist expertise of the different schemes.
“Propertymark welcomes this approach and is pleased to see the government taking a holistic approach to redress right across the property industry; creating the beginnings of a more integrated housing strategy rather than the piecemeal, sectoral and issue-specific approach that we have all had to deal with for too long.”
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