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Tenants' Complaints and the Reform of Housing Management

Valerie KarnProfessor, School of Social Policy, University of Manchester, Rachel LickissResearch Associate, School of Social Policy, University of Manchester, David HughesProfessor of Housing and Planning Law, De Montfort University, Leicester

ISBN13: 9781855217560

ISBN: 1855217562

Published: August 1998

Publisher: Routledge

Format: Hardback

Price: Out of print

There has been widespread criticism of social housing services, both those of local authorities and housing associations. This text is concerned with ways in which tenants can respond to and influence the housing service they receive.

Contents:: Part 1 ""Exit"" and ""Voice"": ""exit"" and ""voice"" as mechanisms for improving social housing services; the exit option in British housing policy.; Part 2 Complaining by tenants - the tenants' view: introduction to part 2 - the concepts of naming, blaming and claiming; recognizing causes for dissatisfaction and blaming the landlord - the initial barriers to tenants' complaints; subjects, levels and channels of complaint; to complain or not to complain - crossing the confrontation and appeal barriers; conclusion to part 2.; Part 3 The wider legal and institutional environment of tenants' complaints: introduction to part 3 - the changing policy context; the general legal framework of rights of tenants to complain; the legal and administrative framework of rights to complain in the public rented sector; the legal and administrative framework of rights to complain in the private rented and housing association sectors; conclusion to part 3.; Part 4 Social landlords' responses to complaints: introduction to part 4; complaints and appeals procedures - good practice and actual practice; monitoring complaints and learning lessons for policy and practice.