Decision details

Matter for Decision

From April 2013, there will be two regulatory changes to the system for handling tenants’ unresolved complaints about their landlord, namely that:

 

(i)             Local authority tenants will now take their unresolved complaints to the Housing Ombudsman (rather than to the Local Government Ombudsman, as they used to do).

(ii)            There will be a new middle stage or local ‘buffer’ between tenants and the Ombudsman, technically referred to as a ‘Designated Person’, who can be a local councillor, an MP or a designated Tenant Panel.

 

The Officer’s report explained the changes and made recommendations for how the Council might implement the regulatory requirements locally. Any steps taken locally would be in line with the Council’s corporate complaints procedure.

 

Decision of Executive Councillor for Housing

Approved the following plan of action as a way forward for Cambridge under the new scheme:

 

(i)             Run a Freepost postal survey in the spring 2013 edition of Open Door magazine, sent to all Council tenants, asking whether they want a Tenant Panel for complaints.

(ii)            Work with resident representatives to design a Tenant Panel for complaints, if the Open Door residents’ survey indicates that tenants want one.

 

Reason for the Decision

As set out in the Officer’s report.

 

Any Alternative Options Considered and Rejected

Not applicable.

 

Scrutiny Considerations

The Committee received a report from the Principal Tenant Participation Officer regarding the Regulatory Changes to the Ombudsman System.

 

In response to Members’ questions the head of City Homes and Principal Tenant Participation Officer confirmed the following:

 

(i)             A consultation was proposed to ascertain if people wanted a Tenant Panel. If so, the Council would have to reflect how the Tenant Panel would fit into its current process.

(ii)            A report would be brought back to HMB in future regarding activity on the Tenant Panel. If one were implemented, Officers and Tenant Representatives would develop a suitable process and ensure resources were in place for the Tenant Panel to operate.

(iii)          The proposed Tenant Panel would have influence rather than powers, so it would operate like the Housing Regulation Panel.

(iv)         The Tenant Panel would be welcomed by council officers, as it should enable complaints to be dealt with in a more efficient way and avoid the need to involve the Housing Ombudsman. It should also enhance the service provided to tenants.

(v)           The Tenant Panel should work well with HMB and the Housing Regulation Panel.

(vi)         Guidance was emerging on how the Tenant Panel would operate. Tenants could approach the Tenant Panel to resolve issues before formally complaining to a landlord. If people did not like advice from, or did not wish to take advice from the Tenant Panel, they could approach the Ombudsman (following the process timeline).

(vii)        The Tenant Panel would provide a mediation service. It would be made up from local representatives and be independent to the Housing Ombudsman. The Council would set the Tenant Panel’s ‘powers’/roles.

(viii)      Only 6 complaints had been made to the Local Government Ombudsman, most had been resolved locally.

 

The Committee resolved unanimously to endorse the recommendation.

 

The Executive Councillor approved the recommendation, subject to review at a future Housing Management Board.

 

Conflicts of Interest Declared by the Executive Councillor (and any Dispensations Granted)

No conflicts of interest were declared by the Executive Councillor.