{"id":43605,"date":"2018-07-18T08:51:28","date_gmt":"2018-07-18T07:51:28","guid":{"rendered":"https:\/\/www.pbctoday.co.uk\/news\/?p=43605"},"modified":"2018-07-18T08:51:28","modified_gmt":"2018-07-18T07:51:28","slug":"government-urged-to-fix-housing-complaints","status":"publish","type":"post","link":"https:\/\/www.pbctoday.co.uk\/news\/planning-construction-news\/government-urged-to-fix-housing-complaints\/43605\/","title":{"rendered":"Government urged to fix \u201cbaffling\u201d housing complaints system"},"content":{"rendered":"

The government is facing calls to simplify the housing complaints system, as new research illustrates the \u201cbaffling patchwork\u201d of schemes involved<\/h2>\n

Ombudsman Services (OS), which is\u00a0withdrawing from handling complaints<\/a> in the housing and property sector\u00a0next month, says the current redress process is too complex and confusing.<\/p>\n

A diagram produced by the not-for-profit ombudsman shows there are nearly 40 services, charities, advice groups and trade bodies involved (see image below).<\/p>\n

Matthew Vickers, chief ombudsman designate at Ombudsman Services<\/a>, said: \u201cRedress in the housing sector is far too complex, with overlaps and gaps that make it virtually impossible for consumers to get complaints resolved.<\/p>\n

\u201cOur research shows the vast and baffling patchwork of schemes that people are faced with when they have an unresolved complaint. The current system is fragmented, complicated and ineffective. Consumers deserve better.\u201d<\/p>\n

OS is urging the government to introduce a single ombudsman for the housing sector \u2013 an idea that was put forward in a\u00a0Ministry of Housing, Communities & Local Government consultation<\/a>\u00a0earlier this year.<\/p>\n

\u201cBy following the model used in energy, where strong regulation is backed up by a single ombudsman and effective advocacy, redress in housing could be transformed for the better,\u201d said Vickers.<\/p>\n

\u201cOur research shows that the vast majority of the public support this approach.\u201d<\/p>\n

The All-Party Parliamentary Group for Excellence in the Built Environment<\/a> has recommended the creation of a New Homes Ombudsman and a single consumer portal, which would signpost consumers to multiple redress schemes.<\/p>\n

OS claims that the creation of such a portal would fail to address the fundamental problems with the current system.<\/p>\n

\u201cThe approval of new schemes and portals in the sector would add more layers of complexity to a system that is already failing consumers,\u201d added Vickers.<\/p>\n

\u201cThe government must take action to reduce confusion and detriment.\u201d<\/p>\n

In a recent OS survey, seven in 10 respondents said they found the current system for making a housing complaint confusing, while more than half (55%) didn’t know where or how to complain.<\/p>\n

\"housing<\/p>\n

\n<\/div>","protected":false},"excerpt":{"rendered":"

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