Change to Housing Ombudsman complaint referral procedure

The Localism Act introduces a key change in the way customers can appeal a decision made by Plus Dane about a complaint they have submitted.

At the moment if a customer has exhausted our internal complaints procedure they can take their complaint straight to the Housing Ombudsman.

From 1st April 2013, the Localism Act 2011 introduces a new mechanism between our internal complaints procedure and the Housing Ombudsman which is called the ‘designated person’.

This means that after the internal procedure is completed customers can go to:

• Any MP in England

• Any Councillor in the complainant’s local authority

• A recognised tenants panel

The ‘designated person’ might try to resolve a complaint locally so it does not have to go to the Housing Ombudsman, but has the power to refer a complaint to the Ombudsman if they think it’s the most appropriate option.

A second option for complainants allows them to wait for eight weeks once the internal complaints process has completed, and then go directly to the Housing Ombudsman. The designated person will have the power to refer the complaint to the Ombudsman before the eight week waiting period if they see fit.

If you would like any further information on this, please contact Michael Neilson, Customer Relations Manager on 0151 330 3539 or by emailing