A Cheltenham man claims the council housing complaints procedure’s lack of independence is akin to a Soviet-era show trial.
Peter Holloway, 74, who lives at James Donovan Court in Hewlett Road, has lodged a complaint over what he claims is the mismanagement of his lease by Cheltenham Borough Homes.
But as the complaint is dealt with initially by the social landlord he does not believe he is getting a fair hearing and that the outcome is predetermined.
He says the system should be changed so that complaints against social housing landlords are dealt with independently.
Mr Holloway said: “If I want to complain, as I have about the mismanagement of the lease by Cheltenham borough Homes (CBH), my complaint is adjudicated by CBH.
“Clearly this is the equivalent of a Soviet-era show trial. CBH are not going to admit to wrongdoing if a large amount of money is at stake.
“Ideally, an independent mediator should oversee at least the stage two part of the complaint or a senior member of the Cheltenham Borough Council staff or better yet a councillor.
“I believe they do this so that it has to go to the ombudsman in the hope that you die before you get a solution.”
CBH executive director for property and communities Emma Wall said they, like every other social landlord, are subject to the same complaints process.
“This process includes allowing any complainant to make a referral to the independent Housing Ombudsman after the social landlord has reviewed the complaint in the first instance.
“This is a standard and well-established complaints process making it impossible for any social landlord to be the arbiter of their own complaint if a complainant chooses to make a referral to the independent ombudsman.
‘’CBH holds a positive view on all complaints and this independent process, we welcome all feedback as this helps us make improvements for our customers.’’
By Carmelo Garcia – Local Democracy Reporter