Localism Bill

My Lords, our reforms to the complaints system for social housing are designed to promote the resolution of complaints as far as possible at the most local level, and to encourage a system where ideally the ombudsman is brought in only where local resolution does not prove possible. At Report, amendments were tabled by several noble Lords that would have modified our proposals by introducing a so-called dual-track approach to the process for making complaints to the Housing Ombudsman. As I made clear to the House, the Government’s view is that this would fail to deliver a sufficiently localist approach. The noble Lords, Lord Greaves and Lord Tope, proposed that a compromise should be considered. They recognised the value of local complaint resolution but were concerned that having gone through the local route tenants must ultimately be able to secure redress where they receive a poor service. In the light of these most helpful observations, I agreed to take this issue away to see what more could be done to ensure that our provisions were sufficiently flexible. With Amendment 58, the Government are now proposing a way forward that retains the localist approach but, in specified circumstances, allows the tenant direct access to the ombudsman. We hope that this gives assurance to noble Lords that we have acted upon their concerns through allowing a degree of flexibility into our proposals that will be of further benefit to the tenant. Under these proposals, tenants will retain the option to go directly to the Housing Ombudsman if eight weeks have elapsed since the end of the landlord’s internal complaints process, or if a local representative explicitly declines to refer the complaint to the ombudsman or agrees that the tenant may approach the ombudsman directly. The eight-week exception would assist tenants in cases where, for example, the local representative simply did not respond to their complaint. We propose that the time period for this condition would begin at the end of the landlord’s complaints procedure, not when the tenant first approached a local representative. This is so that a clear audit trail exists should the case eventually go to the ombudsman. Starting the clock at this point will make the system straightforward and minimise burdens on tenants. The second exception is designed to address the concern that a local representative could simply prevent a tenant securing redress by refusing to refer the complaint to the ombudsman, despite the fact that the tenant had attempted to resolve the complaint locally. In most cases, we would expect a local representative to deal with the case or to refer it to the ombudsman, but we recognise that there may be occasions, such as where there is a conflict of interest, where it would be preferable for tenants to have direct access to the ombudsman. For this reason, we wish to provide that a designated person may agree that a complainant can take their complaint to the ombudsman directly. Amendment 60 tabled by the noble Baroness, Lady Hayter, would alter the first of our proposed exceptions by providing that tenants may access the ombudsman directly after six weeks have elapsed. I shall let her speak to her amendment before responding to it. In the mean time, I beg to move Amendment 57.