The English social housing regulator has changed its
procedures to ensure consumer complaints against landlords are not incorrectly
dismissed. The HCA is investigating a greater proportion of complaints it receives
following the change. The HCA’s consumer regulation review reveals it received
589 complaints in 2014/15, and judged 238 of these – 40% – to be worthy of
referral to its specialist ‘consumer regulation panel’ for further
investigation. This compares to 20% of 509 complaints it received in 2013/14
being referred. The regulator last year changed its practices to ensure that if
there is any doubt at all about whether a complaint should be probed, it is
referred to the panel. Read the review on the HCA website.
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