Paragraph 3 Conditions relating to complaints under the scheme
The scheme must include provision about—
the complaints that may be made under the scheme;
the time to be allowed for scheme members to resolve a matter before a complaint in relation to the matter is accepted under the scheme;
who may make a complaint on behalf of a tenant;
the circumstances in which a complaint may be rejected;
the procedure for the handling of complaints under the scheme.
Provision included in the scheme in accordance with sub-paragraph (1)(a) must include provision enabling the making of complaints about non-compliance with any—
codes of practice for residential landlordsf1, or
other documents setting out standards or guidance for residential landlords,
that are issued or approved by the Secretary of State.
The scheme must provide that a complaint may be accepted under the scheme only if—
it is made before the end of a period, specified in the scheme, beginning with the first day on which the complaint could be accepted under the scheme, or
the complaint is made after that period but conditions set out in the scheme are met.
The scheme must provide that an individual determining a complaint under the scheme must determine the complaint by reference to what is, in the individual’s opinion, fair and reasonable in all the circumstances of the case.
Annotations
Footnotes
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See section 63(1) of the Act for the meaning of “residential landlord”.