Kris Hopkins: Tenants must know how to complain

Social tenants can now view the complaints process on the government’s website, while the Homes and Communities Agency has clarified its role as the industry’s regulator.

Since 2011 MPs, councillors and designated tenant panels have had a formal role in the complaints process by representing tenants who feel their concerns are not being addressed.

Hopkins said: “When tenants don’t get the service they rightly expect, I want them to know where to go to get that issue resolved.

“That’s why today I’m urging MPs, councils and housing associations to make sure tenants in their area know where to turn for advice and help.”

Hopkins has written to the National Housing Federation, the Charted Institute of Housing and the Local Government Association, urging them and their members to ensure tenants know how to complain.

Stephen Williams, communities minister, added: “I have seen first-hand some of the fantastic work that is going on in local areas when tenants and their landlords work successfully together to provide high quality housing services - services that are delivering better value for money and are more responsive to tenants needs.

“But on the rare occasions where things don’t go right it is important that tenants know who to turn to for advice so that any complaints can be resolved as quickly as possible.”