Consultation outcome

Strengthening consumer redress in housing

• From: Ministry of Housing, Communities & Local Government (2018 to 2021)
• Published: 18 February 2018
• Last updated: 24 January 2019 — See all updates

This was published under the 2016 to 2019 May Conservative government

This consultation has concluded

Read the full outcome

Strengthening consumer redress in the housing market: summary of responses to the consultation and the government’s response

Ref: ISBN 978-1-4098-5366-4

PDF, 539 KB, 51 pages

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Detail of outcome

The summary of the responses to the consultation on strengthening consumer redress in the housing market and the government’s response.

The government’s response proposes:

• a Housing Complaints Resolution Service, a new single point of access to redress that housing consumers can use

• a New Homes Ombudsman for buyers of new build homes (announced in October 2018)

• to bring forward legislation to close the gaps in redress services for consumers including to require all private landlords to sign up to a redress scheme

• a Redress Reform Working Group with the housing redress sector to develop the proposals outlined in the response over the coming months

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Original consultation

Summary

This consultation seeks views on improving redress in the housing sector, including exploring the option of a single housing ombudsman.

This consultation ran from
12:15am on 18 February 2018 to 11:45pm on 16 April 2018

Consultation description

This consultation seeks views on redress for consumers of housing. It covers the following issues:

• the current complaints and redress landscape, how it is working and if more can be done to improve it
• what standards and services should be expected of a redress scheme/an ombudsman
• how to fill the existing gaps between current services
• whether a single ombudsman service is needed to simplify access to redress across housing, and if so, what form that should take and what its remit should be

Documents

Strengthening consumer redress in the housing market: a consultation

Ref: ISBN 978-1-4098-5194-3

PDF, 589 KB, 41 pages

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Published 18 February 2018
Last updated 24 January 2019 + show all updates

1. 24 January 2019

   Added government response to the consultation.

2. 18 February 2018

   First published.