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Housing Complaints Resolution Service announced

Communities Secretary, James Brokenshire, has announced an overhaul of the housing complaints system.

The new Housing Complaints Resolution Service will encompass the entire housing market, ensuring both homeowners and tenants know where to go when things go wrong. The new service will also legally require private landlords, for the first time ever, to join a housing redress scheme, boosting protection for millions of renters across the country.

Dissatisfied homeowners and tenants will now have simple and quick access to help when things go wrong. From broken boilers to cracks in the wall, the new Housing Complaints Resolution Service will potentially help millions by providing a straight-forward way of getting help when faced with unresolved disputes about problems with their home – such as repairs and maintenance.

Currently, the housing complaints system is confusing, with multiple complaint bodies covering the housing market, the new legislation will provide quick and simple access to help.

Communities Secretary Rt Hon James Brokenshire MP, said: “Creating a housing market that works for everyone isn’t just about building homes – it’s about ensuring people can get the help they need when something goes wrong.

“But all too often the process can be confusing and overly bureaucratic, leaving many homeowners and tenants feeling like there is nowhere to go in the event of problems with their home.

“The proposals I have announced today will help ensure all residents are able to access help when they need it, so disputes can be resolved faster, and people can get compensation where it’s owed.”

To protect the interests of home-owners who buy new build homes, government has also reiterated its commitment to establishing a New Homes Ombudsman which will champion home buyers, protect their interests and hold developers to account.

Legislation will be brought forward at the earliest possible opportunity to require all new developers to belong to the Ombudsman – giving homebuyers the confidence that when they get the keys to a new home they are getting the quality of build they expect.

Developers will also have to belong to the new body by 2021 if they wish to participate in the government’s landmark Help to Buy scheme.


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