Baroness Taylor of Stevenage (Lab)

I start with the amendments tabled by my noble friend Lord Hacking— I hope he is going to carry on saying “Hear, hear!” as I go through his amendments. Amendment 207 would place a duty on the Government to lay regulations requiring residential landlords to be members of a landlord redress scheme, rather than giving them discretion to do so. I understand why my noble friend has put in this amendment and I reassure him that the Government are committed to requiring private landlords to become members of an ombudsman as soon as it is practicable to do so. However, it would not be beneficial to the sector for the Secretary of State to be obliged to require landlords to join an ombudsman scheme before being assured that it is ready to join. We have taken powers in the Bill to allow the Government to make sure that the ombudsman is introduced in the most effective way, with the appropriate sequencing. This will make sure the ombudsman scheme is ready to deliver a high- quality service at the point that landlords are required to join it. Amendment 210 seeks to set out in legislation that only one redress scheme can operate in the private rented sector at any time. Amendment 216 similarly seeks to remove the ability to set out in regulations the number of redress schemes that can operate in the private rented sector at any one time. It is indeed our intention to approve a single redress scheme, as my noble friend outlined, which all private landlords will be required to join. However, as my noble friend has noted, the legislation allows at the moment for more than one scheme. There are an estimated 2.3 million landlords operating in England, letting their properties to 11 million tenants. Allowing for multiple schemes in legislation offers the Government the flexibility and assurance that, should demand for redress prove too much for a single provider to handle effectively, additional schemes could be brought into this space to take over some of the load. This approach to allowing for the possibility of multiple schemes has precedent: for instance, in the Housing Act 1996, which makes provision for social housing redress as delivered by the Housing Ombudsman. It is therefore vital that the Government can set out in regulations the number of redress schemes that they will approve or designate for the private rented sector. This will allow the Government to set a limit at first of one scheme, with the assurance that this is not set in stone, should demand for redress prove too much for a single provider to handle effectively. Amendment 214 would make it a statutory requirement for the private rented sector landlord ombudsman scheme to enable access to the service through offline routes. I fully agree with my noble friend on the importance of ensuring that those who cannot or do not wish to use a computer are still able to engage with the service and access redress. I am pleased to reassure the Committee that the Government intend to ensure that the scheme is accessible, including to those who require offline access. We will expect the new ombudsman service, regardless of whether administered by a public or private body, to meet the same set of high standards for accessibility as outlined in the government service standard and accessibility requirements for public sector bodies. There will be further opportunities for the Government to ensure that this is the case without amending the Bill. Amendment 215 would expand the role of the private rented sector landlord ombudsman to provide support for tenants with housing-related problems that are outside of their landlord’s control, such as issues with employment, welfare or debt; I found the comments from the noble Lord, Lord Jamieson, about piecemeal amendments to the welfare system, as I think he called them, a little ironic in view of where we find ourselves with the welfare system. This amendment would be an additional responsibility for the ombudsman not directly linked to resolving disputes. We think that it is important that we focus on the main function of the ombudsman, rather than considering other functions that may slow down implementation or direct resource away from delivering against the core purpose of the redress service. We recognise, of course, that tenants facing housing-related employment, welfare and debt problems should have access to support. It may be appropriate for the ombudsman to signpost tenants to, for instance, their local authority, Citizens Advice or tenant advocacy charities, but we do not think that any amendment is necessary for that to take place. For these reasons, I kindly ask my noble friend Lord Hacking to consider not moving his amendments. I turn now to the amendments tabled by the noble Baroness, Lady Scott. Amendment 208 would exempt landlords from being required to join the private landlord ombudsman if they use a property agent who is a member of another approved independent redress scheme. We cannot have a situation where tenants have no route to redress for problems that are outside an agent’s control, such as where a landlord refuses to authorise large repair works or behaves badly toward the tenant. This is why we think that it is fair that landlords, including those who use a managing agent, can be held accountable if they have failed to resolve a tenant’s complaint satisfactorily. We take seriously the noble Baroness’s concerns about duplication. Careful consideration will be given, during the implementation process, as to how the PRS landlord ombudsman service will interact with the agent redress provision. Our primary concern is that the service works effectively for landlords and tenants so that tenants can access redress where needed and treated fairly by the system, regardless of whether their landlord uses an agent. Amendment 210A seeks to prevent regulations under Clause 65 requiring landlords to remain members of the redress scheme for a specified period after they cease to be residential landlords. Problems can occur for tenants at any point in the rental process, right up to the very end; in fact, the end of a tenancy can be an extremely stressful time for both landlord and tenant, with a lot of scope for things to go wrong as a landlord takes back possession of their property. Requiring landlords to remain members of the ombudsman for a reasonable amount of time once they have stopped being a landlord gives tenants the opportunity to seek redress for harm or inconvenience caused at the end of their tenancy. As part of the implementation process, we will work with stakeholders to ensure that the period of time for which former landlords are required to remain members of the scheme is appropriate and proportionate. I assure the House that we are committed to ensuring that landlords who choose to leave the sector can exit the ombudsman scheme as quickly as possible; this is not a “Hotel California” ombudsman where you can check out but never leave. However, this needs to be balanced with giving tenants sufficient time for issues to come to light and for them to escalate complaints after their tenancy has ended. Amendment 210B seeks to require a draft of the landlord redress regulations under Clause 65 to be published within six months of Royal Assent. We agree that transparency is important, and we are committed to giving the sector as much time as possible to prepare for the new redress requirements. However, it will be the published scheme, not the regulations—indeed, not regulations under Clause 65—that will set out how the private landlord redress scheme will operate. We are committed to working with the sector to implement the PRS landlord ombudsman service smoothly. We intend for the details of the scheme to be published with significant lead-in time and to be piloted before landlords are required to be members. We do not think it would be right to place a legal requirement on the Secretary of State to publish draft regulations within a set time from Royal Assent. This is already a complex landscape, and work on this needs to be carefully thought through. Delivering it in a rush could be counterproductive, creating more problems down the line. Amendment 212A seeks to remove the requirement for the redress scheme to provide for the appointment of a responsible individual to oversee the investigation and determination of complaints under the scheme. This individual will likely be known as the private landlord ombudsman. We believe that clear accountability is important to promote good performance. Responsibility and authority for oversight of the complaints handling process under a scheme must lie with a single accountable person. This is common practice across other redress schemes and we believe it is right that it should be the case for the private landlord ombudsman. We will set out in the regulations the process for appointing the responsible individual for the redress scheme.