Housing ombudsman consultation gets underway

The Ministry of Housing, Communities and Local Government (MHCLG) has launched a consultation which includes a proposal to introduce a single housing ombudsman.

Related topics:  Property
Warren Lewis
19th February 2018
Gov 99

The eight-week consultation – Strengthening consumer redress in the housing market – seeks views on improving redress in the housing sector. MHCLG said the consultation “will use people’s experiences to shape a simpler and better complaints system, so future disputes can be resolved faster and consumers can access compensation where it is owed.”

Government will consult on whether a single housing ombudsman is needed to cover the whole of the housing market and whether housebuilders should be required to join an ombudsman scheme.

The two other key areas the consultation will focus on are the effectiveness of the current complaints process, or if more can be done to improve procedures; and “how to fill existing gaps in the current system, such as private landlords not having to register with a redress scheme”.

There are currently a number of providers of redress covering some aspects of home buying and renting, but not all, with membership of ombudsman schemes mandatory for some groups and not others, MHCLG explained.

Housing secretary Sajid Javid said: “For too long, tenants and home owners have navigated multiple complaints procedures to resolve disputes about everyday household repairs and maintenance.

Fixing this housing crisis is about more than just building homes, it’s ensuring people have the answers available when something goes wrong.”

Industry bodies reacted positively to the launch of the consultation. Stewart Baseley, executive chairman of the Home Builders Federation, said: “We welcome confirmation of the timescales for the consultation. We will continue to work with all parties to develop proposals that will increase consumer protection and help the industry deliver consistently high-quality homes.”

A spokesperson for NHBC commented: “While the details will need to be worked through, including the role of existing ombudsman schemes and other consumer protection services, NHBC believes that the introduction of an ombudsman could be a positive development for both consumers and the new homes industry. 

We look forward making a contribution to the consultation.”

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