§ Dr. GodmanTo ask the Secretary of State for Scotland what proposals he has made about the charter programme for a complaints procedure for housing tenants, for people on waiting lists and for homeless applicants; and if he will make a statement.
§ Lord James Douglas-HamiltonThe tenants charter for Scotland was published in December 1991 and includes a section entitled "If Things Go Wrong". Complaints by public sector tenants or people on waiting lists should be taken up with the relevant landlord, and each landlord should have a proper complaints procedure. Local authorities have a statutory duty to notify homeless applicants in writing of their decision on applications for housing, giving reasons for a refusal; and the homelessness code of guidance recommends an appeals procedure. If people are not satisfied with the way a complaint has been dealt with by a public sector landlord, they can ask for their case to be investigated by the local government ombudsman.