Whilst we expect accredited members to handle complaints from their tenants promptly and efficiently we understand that from time to time complaints may be raised to the Private Sector Housing Team by tenants, a neighbour, another landlord, local councillor or other council department. Whilst a complaint is often seen as a criticism of a landlord’s standards and management, it is the way in which we expect landlords to handle these complaints which sets them above the rest.
The aim of the following procedures is to provide a clear framework for investigating complaints and breaches of the scheme and so ensure that each case will be dealt with appropriately and in a consistent manner.
A landlord should have a written procedure for dealing with complaints from, or about tenants. The scheme requires landlords as a minimum to keep a record of all complaints and their outcome. The procedure should attempt to resolve the matter informally where possible.
When your tenant contacts you with a complaint or disrepair/maintenance concern, we would expect you to acknowledge the matter within 48 hours. If it is a matter of urgency i.e. water, gas or electricity you should action steps immediately to safeguard both your tenants and your property. Communication is key so you should arrange for either yourself, a representative or a contractor to attend the property at the earliest possible opportunity (with your tenant’s permission). You should then endeavour to agree a timescale with both the occupants and contractor to carry out works (if required).
Where matters cannot be resolved between landlord and tenants, you can seek advice from the scheme , email [email protected]
The scheme's support team may become involved in landlord disputes or complaints in one of two ways.
The following sanctions will be available to the Rent it Right team in dealing with complaints