Having a roof over your head is not a luxury, and moving home is not always an easy option when problems occur. That’s why it’s so important that consumers have swift, effective routes to complain when things go wrong; that they know where to go, and are clear about what they can expect.
The current landscape does not support this. There’s not one redress scheme but many, and each operate different practices. Even this array of schemes does not entirely cover the issues that consumers might encounter. Too many people have no option but to take a grievance through the courts.
According to The Property Ombudsman statistics 2016/2017, 19.4% of cases received were rejected due to the case being considered elsewhere. This could illustrate that the consumer may not understand how redress schemes work which may lead them to go to the wrong place. Introducing a single redress scheme would deliver a much clearer experience to the consumer.
Javid says that unlike other areas, such as financial services that have a single and accountable ombudsman, housing has at least four different complaints bodies. Sajid Javid wants to simplify the process so that people have a clearer and simpler route to redress. He is consulting on options for streamlining redress services, including considering whether the answer might be a single housing ombudsman service: a sinsgle, transparent and accountable body with a remit that covers the whole of the housing sector.
In the meantime there are also steps we can take to improve redress across the market. This isn’t just about improving consumers’ experience of making a complaint. It’s also about the role of redress schemes in driving service improvements to ensure that issues are not just fixed, but learnt from.
The consultation looks at the issue of redress in the housing market in more depth. It considers:
How the current redress landscape works
Improving ‘in–house’ complaint processes, to ensure that issues get resolved as quickly as possible
The practices and functions that should be expected of redress schemes and the powers that they need to do this
How to fill existing gaps in redress, with a particular focus on private tenants, buyers of new build homes and leaseholders
The case for streamlining and improving services for consumers through the creation of a single housing ombudsman service.
You can read the full consultation by clicking the link below:
The government will provide more information on future proposals to the housing redress process following the conclusion of this consultation.
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