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Capita conference Involving tenants in complaints

Capita conference Involving tenants in complaints. In twos or threes Have you ever complained? What was it about? What did you do? What happened as a result?. “Tenant Panels: Options for Accountability” “Resolving Complaints Locally” guided aimed at tenants, councillors and MPs.

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Capita conference Involving tenants in complaints

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  1. Capita conferenceInvolving tenants in complaints

  2. In twos or threes • Have you ever complained? • What was it about? • What did you do? • What happened as a result?

  3. “Tenant Panels: Options for Accountability” • “Resolving Complaints Locally” guided aimed at tenants, councillors and MPs

  4. A designated person is: • a local councillor or MP • a designated tenant panel – a group of tenants who have been formally “recognised” by a social landlord for the purpose of helping to resolve complaints locally

  5. The Designated Persons Quiz True or false • all landlords must recognise one or more tenant panel as a ‘designated person’ for complaints • it’s up to the Landlord to decide how Designated Tenant Panels are set up • a designated person can be an MP, a tenants panel or a Councillor • designated persons can form stages 2 or 3 of the landlord internal complaints process • tenants can only approach Designated Persons once the landlord’s complaints procedure has been exhausted

  6. The Designated Persons Quiz True or false • If a designated person can’t resolve a complaint, they can then decide whether to refer the complaint to the Housing Ombudsman • A landlord can refer a complaint to a designated tenants panel • Landlords are required to comply with the recommendations made by designated persons • One landlord can recognise as many designated tenants panels as are sensible and desirable • Landlords have no responsibility towards designated tenant panels

  7. Intentions behind designated persons • only legal powers referral to the Ombudsman • the powers of persuasion • its not all about the Ombudsman!

  8. Intentions behind designated persons • using local knowledge and relationships to support tenants & landlords on local solutions • constructive challenge to landlords and tenants so that they can sort things out • local democratic framework supporting tenants

  9. Forming Designated Tenant Panels • Landlords should be enthusiastic to support tenants decide what role you’ll play • What makes sense and can be resourced • Part of regulatory requirement to ‘support the formation & activities of tenant panels’

  10. The options • none, one, more than one • using an existing group • working with other designated tenant panels • linking with other designated persons • responding to tenants from other landlords • model terms of reference

  11. What’s needed to get going? • sensible dialogue with the landlord • independent contact – publicity to tenants • agreed approach and some procedures • some training, support, mentoring (?)

  12. Designated Tenant Panels – the reality • 63 registered on the Ombudsman website • little information available • part of and post landlords complaints procedures • next to no contact information

  13. Designated Tenant Panels • Havebury HP • South Kesteven DC • Hull CC

  14. nic@cch.coop 07947 019287 • Guides & information available at:www.nationaltenants.org

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