Resolving Complaints Locally From 1 April 2013, the Localism Act 2011 puts in place new arrangements for dealing with complaints by social tenants against their landlords. Councillors, tenant panels and MPs (“designated persons”) will be able to play a more active role in resolving complaints at the local level. These National Tenant Organisation documents are aimed at the people who will be designated persons. Available to download for free by clicking on the images are three documents below plus a sample terms of reference here. 
During the course of our work we have developed various Frequently Asked Question (FAQ) documents based on the inquiries we received from interested parties. These documents are also available to download for free by clicking on the links below.
Designated Person FAQs #1
Designated Person FAQs #2
Designated Person FAQs #3
The Government is fully supportive of the designated person programme. As just one way of showing support and commitment to the new designated person role, the Parliamentary Under Secretary of State for Communities and Local Government, Rt Hon Don Foster MP, has taken the time to write to landlords, local authority leaders and MPs notifying them of the new role in complaint resolution and reaffirming its importance in the process. The Department for Communities and Local Government letters are available to view by following the links below.
DCLG Letter to Registered Social Landlords
DCLG Letter to Local Authority leaders
DCLG Letter to MPs
thank you these resources are just what I was looking for. We are working on something similar to promote the role of the panel to the complainant – something engaging to attract them to our panel! any ideas anyone would be much appreciated. thanks you
What Management system is to be used to capture complaints, deal with escalation and resolving?
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