Tenants get training on setting up complaints panel

Published by Max Salsbury for 24dash.com in Housing and also in Communities

Tenants of a London housing association have had training on how to set up their own complaints panel.

The panel will empower residents to decide the outcome of complaints against Brent Housing Partnership (BHP).

The action follows the publication of government guidelines to encourage housing providers to support the set-up of complaints panels.

It is hoped that tenants and landlords will work in partnership to 'self-regulate’ the delivery of housing services and to resolve complaints locally.

“The training was excellent; the trainer was clear and concise and pulled everyone into discussions. The panel will be a really useful tool which will empower tenants,” said Peter Jones, a council resident who attended the training.

Stephanie Barrett, another resident who received the training, said: "I think the tenants’ complaints panel is a great idea. The training has been very useful and extensive.

"We as residents have learnt how complaints can be fixed through the guidance of the panel. BHP is all about connecting people and tenant involvement, and this panel will be a benchmark for resident participation and a legacy for generations to come.”

Gerry Doherty, chief executive of BHP, said: “We are one of a few housing providers to take the lead in helping residents to start up a tenants’ complaints panel.

"BHP is 100 percent in support of the panel, as it puts residents at the core of the organisation and empowers them to make decisions at a higher level. We are committed to working with residents to resolve complaints locally and are hoping that this ground breaking initiative will encourage other housing providers to follow suit.”