All social landlords must set out the way in which a tenant or prospective tenant can escalate a complaint if they are dissatisfied with the response. This should include information on:
- Internal complaints’ procedure
- Housing Ombudsman
- Judicial Review
- Where to seek independent legal advice
The Social Housing Regulation Bill sets out what every social housing resident should be able to expect in relation to complaints.
The expectation is that social housing tenants will have their complaints dealt with promptly and fairly, with access to an ombudsman who will give them swift and fair redress when needed. Further guidance has been issued by the Regulator of Social Housing when considering complaints.
