Martin Partington: Spotlight on the Justice System

Keeping the English Legal System under review

Posts Tagged ‘ombudsmen

Resolving Housing Disputes: proposal for a Housing Complaints Resolution Service

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The last two blog items have considered proposals for making the disputes resolution activities of the county court and the property tribunal in relation to housing matters work more coherently. But for many people, the very idea of going to a court (or tribunal) is daunting.

Increasingly, governments use non-court avenues for redress, where this can be done cost-effectively and in a way which promotes access to justice – in the broad sense of access to a service that will take an independent look at a dispute and resolve it. The outstanding example is in the field of financial services, where the Financial Services Ombudsman offers a dispute resolution service across the financial services sector.

In relation to housing disputes, the problem is rather different. There are a number of different complaints handlers – so many, in fact, that members of the public often don’t know which route to resolution to take.

The Government has been concerned about this issue for sometime. In January 2019, the Secretary of State announced that he would be bringing forward legislation to create a single Housing Complaints Resolution Service which will become the single port of entry – for both owner occupiers and renters – with disputes they wish to have resolved.

From broken boilers to cracks in the wall, the new Housing Complaints Resolution Service will potentially help millions by providing a straight-forward way of getting help when faced with unresolved disputes about problems with their home – such as repairs and maintenance.

One feature of the new service is that all Private Landlords – who currently do not have to belong to a redress scheme – will be required to sign up – with penalties for failure to do so.

In addition the government has announced that there will be a New Homes Ombudsman, to resolve complaints about the condition of new homes.

These changes will not happen overnight – they will require legislation. The details of the Housing Complaints Resolution Service will be developed with a new Redress Reform Working Group made up of representatives from across the sector, working with industry and consumers.

I will keep an eye on these developments as the details emerge.

For further detail, including links to background papers see https://www.gov.uk/government/news/james-brokenshire-announces-overhaul-of-broken-housing-complaints-system

 

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Written by lwtmp

February 8, 2019 at 5:32 pm

Keeping the administrative justice system under review

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When the first major step was taken in the creation of what we would today recognise as a modern administrative justice system – the passing of the Tribunals and Inquiries Act 1958 – the Government of the day decided to create a statutory body – the Council on Tribunals – to keep the work of tribunals under review.

It was a body whose influence waxed and waned over subsequent years, but its reports were influential, particularly in promoting the need for training of tribunal personnel, ensuring that procedures would enable unrepresented parties to have the chance to be heard.

The Leggatt Review of Tribunals (of which I was a member) started with the view that the time had come to abolish the Council – but during discussion, it changed its mind, not least because of the powerful advocacy of its then Chair, the late Lord Tony Newton. Leggatt ended up recommending retention of the body that came to be known as the Administrative Justice and Tribunals Council (AJTC).

In the so-called bonfire of the quangos launched by the Cameron-Clegg Coalition Government in 2010, the AJTC was once again back in the firing line. The truth is that civil servants had long wanted to get rid of a body which they felt added to their administrative burdens without offering much in return.

Notwithstanding the fact that in its final years, the AJTC did extremely valuable work looking at some of the principles and broad strategic issues affecting the administrative justice system, the axe finally fell on the AJTC in 2013.

This was not however the end of the story. An Administrative Justice Advisory Group was created in 2012. In 2013 it became the Administrative Justice Forum (AJF). It was given a specific remit to keep under review the strategic programme of work being undertaken with regard to the administrative justice system – in particular tribunals – work now being taken forward under the Transforming Our Justice System programme.

In March 2017, the Government published the final report of the AJF, summarising some of the issues on which the Ministry of Justice had been working since 2013. Although the work is still ongoing, the AJF has been shut down.

Interestingly, its functions have not entirely disappeared. Arrangements are being put in place (the full details are not yet finalised) for JUSTICE, the Human Rights Group that has been engaged in a major programme of work relating to aspects of the development of the justice system, to host a new advisory group which will continue to have input to the Ministry of Justice.

The key topics on which the AJF reported were, in fact, issues which the former AJTC had done much to promote – for example,

  • the importance of ensuring that practice and procedure take users of tribunals fully into account;
  • the importance of Government departments learning from the outcomes of tribunal decisions, particularly where the may indicate operational practices that may need changing;
  • the importance of enduring that there was no excessive delay in arranging and delivering decisions.

What the AJF did not do was consider broader questions about how different parts of the administrative justice system – tribunals, ombudsmen, complaints procedures – might interact more efficiently.

From my perspective what the latest development shows is that trying to keep a clear overview of the whole of the administrative justice landscape is a daunting prospect, particularly at a time when the bulk of civil service resources have to be devoted to the modernisation programme currently under way. This overview has to come from outside government, led by those who can take a holistic view and who are not locked into any specific aspect of the system.

For the final report of the Administrative Justice Forum see https://www.gov.uk/government/publications/administrative-justice-and-tribunals-final-progress-report

 

 

 

 

Written by lwtmp

July 10, 2017 at 11:19 am

Book review: Ombudsmen at the Crossroads

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This is a interesting review of a book by Nick O’Brian and Mary Serevinatne about the now defunct Legal Services Ombudsman (now replace by the Office for Legal Complaints). Written by the current Parliamentary and Health Services Ombudsman, Rob Behrens, both the book and the review offer interesting insight into the role of ombudsmen and how they may better serve the public.

Source: Book review: Ombudsmen at the Crossroads

Written by lwtmp

May 18, 2017 at 9:26 am