Baroness Taylor of Stevenage (Lab)

My Lords, I thank the noble Baroness, Lady Scott of Bybrook, for her amendment on the landlord redress scheme, and the noble Lord, Lord Best, and the noble Baroness, Lady Thornhill, for their comments. Our new private rented sector landlord ombudsman will ensure that tenants are able to seek redress against their landlord when they have a legitimate complaint about the landlord’s action, inaction or behaviour. We are clear that landlords who use letting agents cannot delegate responsibility for their own actions or behaviours. Landlords almost always retain some responsibility for their property that cannot be passed on to agents—for example, making structural repairs in buildings. Tenants should be able to access redress if they experience issues such as this, regardless of whether their landlord uses an agent. That is why we think it is essential that both landlords and agents can be held to account for their individual responsibilities. For landlords who have already voluntarily joined a redress scheme, once a mandatory private landlord ombudsman service is in place it will be tailored to the specific needs of the private rented sector, and those landlords will have to move to it. This will work better for the private rented sector, rather than having it mixed up with social housing. Landlords will be required to sign up to the new landlord database, and we are exploring how to align the sign-up process for this with the landlord ombudsman. That will help make it simple for landlords who are already members of an existing redress system to join the new landlord ombudsman service. We are committed to ensuring that private residential tenants know where to complain and enjoy consistent standards of service and outcomes. Having private residential landlords as members of the same service will support this aim. We also want to ensure that, where it is not clear which scheme a tenant should complain to, there is no wrong access point for tenants. The schemes will be expected to work together to ensure that, regardless of where a tenant raises a complaint, it is effectively triaged and referred on to the right body with minimal input from the complainant. I understand the noble Baroness’s concerns about duplication, but we will work closely with the new ombudsman and the property agent redress schemes, support them to work effectively together and ensure that the process works smoothly for both tenants and landlords. For the reasons I have set out, I kindly ask the noble Lord to withdraw the noble Baroness’s amendment.