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Government launches a campaign to empower social housing residents to raise complaints 05/03/2021 Labelled as Development, Scrutiny, Tenants

The Government's Social Housing White Paper promised to run an awareness campaign so that social housing residents know their rights to complain and are confident in navigating their routes to complain and are aware of how to escalate their complaints to get redress.


The national campaign under the headline 'Make Things Right' will run adverts on digital and social media channels, as well as music streaming sites, to raise awareness of the complaints process and barriers to these being progressed.


Launching the campaign, Housing Minister Eddie Hughes said:

"The Charter for Social Housing Residents is clear that all social housing residents should receive a good service and reassurance that if you speak up, then things will be put right.

While most landlords work hard to put things right when they go wrong, we want to ensure that all residents know how to raise complaints if they have to, and how to approach the Housing Ombudsman to escalate their concern.

That is why we are launching this new campaign to ensure those living in the 4 million social homes across England know how to access the complaints process to provide a greater voice for residents and refocus the sector on its social mission."

The Ministry of Housing, Communities and Local Government figures say that 59% of issues raised by social housing residents do not make it through as official complaints to the landlords, despite residents being unhappy with the initial responses received  - with 35% of residents listing concerns around retaliation by landlords and neighbours as a reason for not raising an issue.


The Government have set up a special campaign website with more information for tenants and residents on how to complain.


ARCH Chief Executive John Bibby comments:


"Councils want all residents, regardless of tenure, to have the benefit of a decent home which they are proud to live in and it is important that if things go wrong they know their rights to raise a complaint with their landlord and to have that complaint dealt with quickly and fairly, and where necessary matters put right.

"It would have been helpful for social landlords to have had advance notice of when the campaign was being launched to enable our member councils to supplement the national campaign with information about their complaints procedures".

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