As part of the Kent Housing Group (KHG), we are backing a new Government campaign that aims to ensure those living in social housing who have issues with their home know their rights, know how to complain, and feel empowered in the knowledge that their voice will be heard.
The Make Things Right campaign highlights that if you live in social housing, your landlord is responsible for fixing issues including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled. Landlords can also help with anti-social behaviour.
Know the three steps to get an issue fixed
Step 1. Report it to your landlord. Then, if it is not fixed…
Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...
Step 3. Escalate your complaint to the Housing Ombudsman.
The Make Things Right campaign states that the Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action. If the Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks. Last year, the Ombudsman ordered landlords to pay over £1million in compensation to residents.
Ashley Hook, chief executive of mhs homes, said: “At mhs homes we believe that decent housing is a basic human right. We want to ensure that our residents understand how to report an issue with their home, as well as make clear the process and their rights should they wish to make a complaint.”
KHG chair, Brian Horton, added: “Everyone deserves a home that is safe, secure, and well maintained. A good social landlord encourages its tenants to report matters to them and complain to them if things are not resolved in good time.
“It is frustrating when tenants who feel they have a problem sometimes bypass their landlord and turn to no-win no-fee type companies without even reporting the issue to the landlord. This is ultimately counterproductive, taking resources away from services to tenants.”
The Kent Housing Group is the voice of the housing sector in Kent and Medway. It has representation from all 12 Kent local authorities, Medway Council, 13 housing associations, Kent County Council and Kent Public Health. KHG also has representation from organisations who work in partnership with social housing landlords, including Homes England, the National Housing Federation, the National Landlords Residents Association and the South East Local Enterprise Partnership (SELEP).
Reporting issues and making a complaint to mhs homes
Contacting the Housing Ombudsman
The Housing Ombudsman Service is a free service that looks at customer complaints.
You can contact them if you’ve made a complaint with us, and you’d like some independent advice and guidance.
Post: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: housing-ombudsman.org.uk