Issue - items at meetings - New arrangements for dealing with complaints by social tenants against their landlords.

54.1    The Housing Management Consultative Sub-Committee considered a report of the Strategic Director Place on the new arrangements for dealing with complaints by social housing tenants against their landlords. The report was presented by Mr B Foley (Standards and Complaints Manager).

54.2    Mr Spacie noted that in 2012/13 there were thirteen eligible cases for the Independent Housing Ombudsman (IHO), and said he was surprised it was so low. Mr Foley said that complaints were considered by the Council as a Stage 1 and then, where needed, as a Stage 2 complaint. The vast majority of complaints were currently resolved without the need to go to the Local Government Ombudsman.

54.3    Ms Barnard asked about data protection in relation to tenant panels. Mr Foley referred to the report and said that members of a tenant panel should be properly trained to carry out the role, including being properly trained in handling personal data. It may also be appropriate for panel members to have a Disclosure and Barring Service check.

54.4    Mr Worsfold asked if this applied to leaseholders or just tenants. Mr Foley said he believed it was just tenants but he would seek clarification. (After the meeting Mr Foley confirmed that the IHO scheme would be available to tenants, but disputes about charges would continue to be dealt with through the Council’s Service Charge Dispute Procedure).

54.5    Mr Crowhurst was concerned about confidentiality of a tenant panel and said he would prefer Ward Councillors to continue to deal with any complaints. Mr Cohen also had concerns over tenant panels, and suggested that agreement would be needed from everyone as to who sat on a panel.

54.6    Ms King said that she and her fellow tenants were currently dealing with a complaint with the Council. The matter had not been resolved internally and so it had been referred to the Local Government Ombudsman.

54.7    Councillor Peltzer Dunn noted the report referred to ‘a’ tenant panel and asked whether that meant that one panel could be set up to cover the whole city. Mr Foley said that a local authority could have as many or as few panels as it wished. One designated panel could cover all the social landlords in the area. Councillor Peltzer Dunn noted the report set out six possible criteria for a tenant panel. Mr Foley said it would be necessary to discuss and consider what criteria should be used.

54.8    Councillor Mears asked how many people would sit on each panel, what would happen if tenants didn’t want a certain panel, and said that Area Panels should be given an opportunity to fully discuss the matter. Mr Foley confirmed that the new arrangements would be discussed with Area Panels.

54.9    Councillor Robins was concerned that an MP not from the city, or someone who was not a ward councillor could consider a complaint about an issue they knew nothing about.

54.10  Councillor Peltzer Dunn suggested that the proposed recommendation 2.2a include the wording ‘and Area Panel Members’. The Sub-Committee agreed.

54.11  RESOLVED:

(i)                 That the Housing Management Consultative Sub-Committee note the report.

(ii)        That Housing Management Consultative Sub-Committee requests the Standards and Complaints Manager:

a. Produces a briefing note for elected members, local MPs and Area Panel members on how the Housing Ombudsman Scheme will operate.

b. Arranges a training workshop for elected members to enable them to act as Designated Persons

c. Produces material that will publicise the new process to tenants.