Documents to download

The Localism Act 2011 provided for a new approach to dealing with complaints by social tenants against their landlords. These provisions came into force on 1 April 2013. The aim is for councillors, tenant panels and MPs (“designated persons”) to play a more active role in resolving complaints at the local level. Referral of a complaint to a designated person will normally only take place once the landlord’s complaints procedure is exhausted.

The only legally defined powers of designated persons are to refer complaints from social housing tenants to the Housing Ombudsman.

The “designated persons” role is new – the National Tenant Organisations suggest that “it will require the imagination of local people coming up with new ideas to make it effective.”

The Chartered Institute of Housing together with other housing organisations has developed a series of designated person FAQs which can be accessed online.

Documents to download

Related posts

  • This briefing paper provides background information on the increase in the number of homeless households placed in temporary accommodation by English local authorities and outlines various initiatives and issues associated with the increased use of temporary accommodation. It includes statistics on households in temporary accommodation at the end of June 2020.

  • This briefing paper provides statistics on statutory homelessness in England and explains local authorities' duties to assist homeless households. The paper includes an overview of, and comment on, Government policy in this area. It also includes statistics on local authorities' activities for the period from April to June 2020, as well as statistics on homeless households' demographics and outcomes.