Complaints we can consider

We look at complaints about the actions or omissions by a member landlord that have affected the complainant when applying for or living in one of their properties. This might be about:

• property condition and repairs
• charges and estate management
• complaint handling
• antisocial behaviour affecting you in your home

We decide whether we can consider a complaint based on the evidence available. If your complaint is not for us to consider, we will tell you as soon as possible.

Table of complaint issues

When we receive a complaint, we assess it against a set of rules. First, we apply the non-discretionary rule. For example, we will never consider a complaint where:

• the resident bringing the complaint to the service is not a tenant of a landlord that is a member of the Scheme
• the landlord or managing agent being complained about is not a member of the Scheme

After making a non-discretionary decision, we then make a discretionary decision.

For example, we may decide not to consider a complaint if it has not finished the landlord’s complaint procedure. We may also make this decision if we believe seeking a remedy through the courts, another tribunal or another procedure would be quicker, fairer, more reasonable, or more effective.

Paragraphs 41 and 42 of our Scheme set out what complaints we will consider.

We will tell you if we will not consider your complaint as soon as possible.

Sometimes we receive complaints that involve both us and the Local Government and Social Care Ombudsman (LGSCO).

This might happen when the complaint is about the council’s duty to provide accommodation and its role as a social housing provider.

Occasionally, both Ombudsman may consider a complaint together, and we may complete a joint investigation.

How we investigate with the LGSCO