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Tenant guide for 'resolving complaints locally'

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Tenant guide for 'resolving complaints locally'


Published by Anonymous for in Housing

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The National Tenant Organisations have produced a 'Resolving Complaints Locally' guide aimed at "designated persons" who will help tenants in dispute with their landlords. 

From April, tenants will be able to seek assistance from designated tenant panels, councillors and MPs. The guide explains what this means for the designated persons themselves.  

"Localism is all about handing more power back to local people, that's why we are making it easier for local people to resolve complaints locally when things go wrong," Communities Minister Don Foster said. "Too often, complaints by social tenants about their landlords' services can take months before they are resolved. With the help of this excellent cross-sector guide, locally elected representatives and tenant panels now have the tools to work together to make a real difference on behalf of their communities."

Project partner and TPAS chief executive Michelle Reid (photo) said the 'Resolving Complaints Locally' guide is "about helping tenants, councillors and MPs work together with landlords to get tenant complaints sorted out as quickly as possibly whilst at the same time building up local knowledge and capacity to ensure effective housing services.”

Project organiser and CCH Chair Nic Bliss said: "'Resolving Complaints Locally' comes hot on the heels of the National Tenant Organisations 'Options for Accountability' guide on tenant panels, and all of this is aimed at helping tenants to work with their landlords and other local people to get the best possible services.  We look forward to seeing how tenants will develop their designated tenant panels.”

The guide can be found at


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