Poorest Performing Social Landlords 'Worst at Handling Tenant Complaints'

The standard of complaint handling by social landlords is 'variable' and gets worse in line with their overall performance, according to new research. The report by Phil Morgan, former Executive Director of Tenant Services at the TSA, looks at the 20 most recent inspections for housing associations, ALMOs and local authorities and takes into consideration their star rating and the Audit Commission's commentary on the landlord’s approach to complaints. According to Mr Morgan, the findings of the research expose concerns about the current review of social housing regulation. The review is timely given Housing Minister Grant Shapps’s view that “where tenants are dissatisfied with the service they need to see things change” and the emphasis given to complaints in the current review of regulation. This also follows a 42% increase in complaints to the Housing Ombudsman. Read more on 24dash.