Issue - meetings

To receive a briefing paper from the Housing Services Manager providing an update on the Homes and Communties (HCA) Consumer Standards and compliance with complaint handling.

The Group had before it, and NOTED, a briefing paper * from the Housing Services Manager updating it on the Homes and Communities (HCA) Consumer Standards and compliance with complaint handling.

It was explained that the whole regulatory process was underpinned by the principles of co-regulation meaning that tenants had a role in scrutinising what the Council did for its tenants. It was good practice to set out what the Council’s roles and responsibilities were. The paper also set out what the regulator would do if they found a ‘serious detriment’.

It was important to publish data on performance, compliance and other matters as appropriate in order to reassure Members that the Council was doing all it could to secure the health and safety of its tenants. The Housing Ombudsman Service committed to dispute resolution and will not intervene in a complaint if the Council does not have a contractual relationship with the complainant. However, if an owner/occupier remains dissatisfied once they have exhausted the Council’s complaints procedure, they could take legal action against a Council. It was noted that sometimes compensation has to be paid if a complaint made by a tenant is upheld.  

Note: * Briefing paper previously circulated; copy attached to the signed minutes.