Page 126 - Solving Housing Disputes

The Housing Complaints Resolution Service

45. The MHCLG proposal for the Housing Complaints Resolution Service should
be expanded, to be a single point of entry portal for all redress providers,
courts, tribunals and tenancy deposit schemes [4.15].

46. The HCRS portal should feature a track for urgent applications [4.16].

47. The HCRS should incorporate accredited ADR providers. The HCRS
pathway to disrepair, social possession claims and other processes which
encourage ADR at the pre-action stage ought to feature prominent signposts,
nudges or “drop-off” points to ADR providers as part of any claim form
[4.20].

48. The HCRS portal should feature distinct design from the “gov.uk” branding
currently being adopted across the Reform Programme, to make clear that
courts, tribunals and dispute resolution services are constitutionally distinct
from Government [4.24].

49. The HCRS should signpost to quality housing advice providers, by way of a
prominent section on the HCRS portal or an advice platform accessible from
the HCRS landing page [4.30].

50. Where practicable, case workers performing this “triage” through courts and
tribunals ought to be closely supervised by co-located court or tribunal judges,
rather than by remote supervision [4.33].

51. The CPRC should swiftly determine the range of procedural powers which
ought to be exercised by “authorised court staff” in the County Court as
provided for by the Courts and Tribunals (Judiciary and Functions of Staff)
Act 2018. Those court staff should then be the point of contact for any party
seeking an update on case progression in their dispute [4.34].

52. Case workers across these courts, tribunals, redress schemes and other
providers should be empowered to assist parties to identify relevant matters
in their dispute and the appropriate forum for resolution. All providers should
refer disputes to the correct forum, whether through memorandum of
understanding or procedure rules [4.35].

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