More help with complaints procedures for tenants

The MoU will further strengthen joint working, setting out how the two organisations will work closely together.

Joint working will include the sharing of quarterly reports and statistics between the TSA and HOS, which will indicate themes of enquiries and complaints so that trends can be analysed.

TSA Chief Executive Peter Marsh said: "The Memorandum is a tangible demonstration of our shared goals and commitment to work together. It allows the TSA to draw upon the experiences of the Housing Ombudsman and, through the Ombudsman, those of tenants who have made complaints about landlords in gaining our better understanding of the performance of landlords."

Housing Ombudsman Mike Biles said: "I am pleased that we have been able to draw up a Memorandum that will enable staff in both organisations to understand which complaints can properly be considered by which of the two bodies. This means that residents’ complaints will be swiftly and efficiently allocated for appropriate treatment according to our respective customer care standards."

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0 thoughts on “More help with complaints procedures for tenants

  1. Major Landlord

    While I agree that tenants should be treated fairly, and given decent and safe housing to live in – both of which are founding principles of my own property business (ask my tenants) – can you please tell me where I should go to complain when:

    – my tenant trashes my property, behaves anti-socially causing complaints to me from neighbours and the estate management company, then refuses (on council advice, if you please) to flout the court order and not move out until bailiffs arrive to enforce the court’s decision obtained 2 months earlier? Total cost around £7000, unrecoverable. (1 years’ rent)
    – my tenant fails to pay over the housing benefit they receive, leaving them almost 2 months in arrears at most times?
    – another tenant causes serious damage to my property, then leaves owing 2 months’ rent and with the property’s gas and electricity disconnected, so I have to wait 6 weeks before I can begin repairs? Total cost approx. £16,000, unrecoverable. (4 years’ rent)
    – my tenant gives notice and then fails to pay the last month’s rent, so I have to pay the deposit to the deposit protection service and then beg for it back?

    Thankfully, most tenants are decent, respectable people who cause no problems. But a few cause immense damage and cost, and they are then cosseted and protected by endless rights and legislation, while I have all of the bills and none of the rights, with nobody fighting my corner.

    If this unhealthy imbalance continues, eventually it will lead to harsher attitudes towards all tenants from landlords who are currently friendly and helpful, bigger deposits and higher rents. If the government wnat sto the PRS to continue to provide decent accommodation at sensible rents, it’s time they stopped discriminating against landlords, and gave them a little help and support, too.

  2. John Thorpe

    Absolutely agree.
    We landlords are not stupid,.
    If Government legislation makes life difficult for us we will pullout of providing homes for those most in need (dhss tenants etc) and will certainly adopt a strategy where we avoid falling into classifications that lead to us being penalised by H&S in Local Govermnent and Courts that throw us out because of some minor fault in the paperwork.