The document discusses proposed changes to the complaints handling process for council landlords in the UK. Key points include: 1) The Housing Ombudsman will take over responsibility for complaints about council landlords from the Local Government Ombudsman. 2) A "democratic filter" will be introduced, requiring tenants to go through their local MP, councillor, or tenant panel before bringing an unresolved complaint to the Ombudsman. 3) The Ombudsman will be given new powers to enforce its determinations through the courts or tribunals.

1. Proposed new arrangements for complaints handling Linda Levin & Andrew Shaw, Scrutiny Panel Member, Halton HT 11 th March 2011

2. Summary of planned changes Housing Ombudsman Will take responsibility for complaints about council landlords from Local Government Ombudsman Introduction of a ‘democratic filter’ Tenants will no longer be able to go directly to the Ombudsman once they have exhausted landlord’s complaints process Would have to go through MP, local councillor or local tenant panel New powers Ombudsman could apply to court or tribunal to enforce determinations

3. Potential advantages Could encourage landlords, with input from tenant scrutiny panels, to ensure complaints are dealt with more effectively – ‘right first time’ – to minimise filter intervention Increased opportunities for local resolution, less need for intervention by Ombudsman Increased accountability of elected representatives? Could act as ‘trigger’ for scrutiny reviews

4. Some key considerations The democratic filter potentially introduces an additional step in dispute resolution for those tenants who are not satisfied with the response from their landlord and then from the councillor or MP or tenant panel Who will communicate these changes? And how? How will the ‘democratic filter’ work in practice? Who decides? How will councillors, MPs, tenant panels operate to ensure no duplication of effort ?

5. Some key considerations...cont’d Clarity needed about advocacy vs dispute resolution – tenant panels, councillors and MPs What happens if the democratic filter is ineffective? Who will be monitoring that? Important to identify and handle potential conflicts of interest e.g. Council Board member of LSVT who also deals with complaints appeals – then act as democratic filter? What training/development will be undertaken – who will pay?

6. Some key considerations...cont’d How to deal with complaints about cross cutting issues e.g. ASB – may involve local council and multiple landlords Under what circumstances would ‘democratic filter’ have right to veto – who decides and how, that a complaint should not be referred to Ombudsman?

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