Page 105 - Solving Housing Disputes

through the creation of a single online portal through which people with a
housing problem can seek redress and assistance. In addition to pre-existing
redress schemes, our version of the HCRS would incorporate County Court
301
housing disputes, the FTT (PC), potentially local authority or an MHCLG
302
convened homelessness application portal and tenancy deposit schemes into a
single portal. This is an opportunity to create a “one stop shop” for people with
a housing problem. A single portal, through which all housing disputes might
pass, would have automatic triaging and signposting of disputes to the
appropriate forum, removing the need for users to grapple with and choose
between a bewildering array of dispute resolution services. Digital filing and
assistance through legal advisors accessible through the portal and case
officers 303 could ensure the HCRS process captures all relevant information at
the outset and minimise the scope for errors that lead to delay. It would allow for
a broader understanding of problems in housing, as more data on dispute type
could be gleaned through a single doorway in order to identify and flag systemic
issues emerging in housing. As the portal would incorporate digital processes
under the auspices of the Reform Programme, it should be jointly established
between HMCTS and MHCLG.

4.15 We recommend the MHCLG proposal for the Housing Complaints
Resolution Service be expanded, to establish a single point of entry portal
for all redress providers, claims brought to the First-tier Tribunal (Property
Chamber), the online possession project, pre-action ADR providers,
Possession Claims Online and all tenancy deposit schemes, with the
potential for other housing disputes in the County Court, which are or will
be capable of being filed online, such as disrepair, to be brought into the
portal. The HCRS should be established jointly between the MHCLG and
HMCTS.

301 The idea for a single portal for all housing disputes has been identified previously; Professor Hodges,
for example, proposes that County Court housing and property disputes, claims brought to the First-tier
Tribunal and all tenancy deposit schemes should be brought behind a solitary portal such as the HCRS.
This is part of a broad proposal for the stronger integration of dispute resolution pathways across dispute
resolution see Hodges, note 157 above p. 362-3.

302 See para 3.67 above.

303 Including the prospect of officers providing procedural assistance early, through live chat, phone call,
face-to-face etc.

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