Housing body challenges accusations of “unfair charges” 1/9/14
Hebridean Housing Partnership (HHP) has challenged claims that it hits tenants for large bill when moving out of a HHP home.
A growing number of tenants have joined a Facebook protest against HHP campaign, claiming they were landed unjust and unexpected charges for work HHP maintain was required to bring the houses back up to standard.
Angus Lamont, HHP chief executive said: “Tenants or former tenants with a complaint regarding invoices from HHP or other tenancy issues should raise them directly with us.
“They can telephone, write, email or call to the office in person and the complaint will be investigated and in the main concerns raised with us are resolved informally.”
Mr Lamont highlighted: “We would only recharge people for costs where we believe that houses have been left in an unacceptable condition either due to neglect, wilful damage or being left in a dirty condition.
“Where any damage is due to fair and wear tear there would be no recharge.”
He added: “We have around 200 vacancies in a year and less than 20% of outgoing tenants will be charged for any costs. We also give people an opportunity where possible to rectify any damage before they leave.
“Unfortunately some tenants do leave houses in a very poor condition and the cost of this has to be borne by the rest of our tenants.”
Mr Lamont continued: “We are very willing to discuss the position with anyone who feels they have been unfairly charged for work and we retain photographic evidence of the condition of properties to assist in such discussions.
“If however the complainant is dissatisfied with the initial response from us there is a two stage complaints procedure which they can follow. Details are on our website and there is also a complaint leaflet which is available at our offices. We are happy to send a copy of our complaints policy and procedure on request.
“When a formal complaint is received it is investigated and a written response given by HHP within a set timescale.
“If the person making the complaint is unhappy with the final response to their complaint the Scottish Public Services Ombudsman (SPSO) can if requested investigate the way the complaint has been handled.
“The SPSO will then provide a written response with their findings to the person making the complaint and HHP within a set timescale. It is essential that HHP’s complaints procedure is completed before raising the matter with the Ombudsman.
HHP said its complaints policy complies with the Scottish Public Services Ombudsman guidance on complaints handling.