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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Dealing with Vexatious Complainants


24 May 2017, Scunthorpe

About the event

Venue: Scunthorpe

Time: 11.30am - 2.00pm

Since the last general election the government’s radical housing policy agenda has thrown up a wide range of issues for the sector that require careful legal and wider strategic consideration. In this time of flux and uncertainty, the series of seminars will focus on key legal topics currently affecting housing providers, providing them with a range of insight and ‘real world’ legal, strategic and operational advice that will help RPs tackle the key challenges they face, and also take advantage of the many opportunities the changing face of the sector presents.

Many RPs have a minority of tenants who take up a disproportionate amount of time and resources through malicious or vexatious complaints and other unreasonable behaviour towards their landlord.

But housing providers can be reluctant to tackle difficult tenants head-on through legal action: it’s resource-intensive, there are reputational risks; and there are often further layers of complexity such as mental health issues and Equality Act considerations.

Croftons recently secured a successful outcome in a case that made pioneering use of the ‘nuisance to landlord’ grounds for possession to deal with a vexatious complainant, testing the legislation right through to trial for the first time in the UK.

Benefits of attending

Through this seminar we will share this experience, and our wider legal and policy expertise, to help RPs better understand the legislation available, and how to use it to secure a positive outcome

Areas we’ll cover include:

• The legal tools

If internal processes have been exhausted and legal action is the only way forward, what options are available? We’ll explore the legal tools, the challenges and opportunities they present, and how best to use the legislation to secure a successful result.

• Policy best practice

Adhering to robust and effective policies and procedures can prevent issues with vexatious complainants escalating to legal action. It can also help secure a better outcome and avoid legal challenges if you do end up in court.

• Case Study

A Salford-based RP client recently took legal action against a persistent, vexatious complainant who’d made over 50 complaints in the past 6 months alone, and made malicious reports to Police about staff. We’ll give a first-hand account of the case and ensuing trial, and the steps taken to reach a positive solution.

Who should attend

• Assistant Directors and other senior staff with responsibility ASB and tenancy management/enforcement

• Heads of Service

• Housing Managers/Officers

• ASB Managers/Officers

• Tenancy Enforcement Managers/Officers

• Community Safety Managers/Officers

• In-house legal teams

Booking information

This event is free for members and £99.00 + VAT for non-members.

Members - click on the book button and book your place using your CIH membership number and password.

Non-members - Are you a non-member of CIH or is this your first time using the website to book an event?

Click on book - you will then be asked to register your details in order for your booking to be processed. Please note once you have registered you will not need to do this again, instead you will need to log in using your username and password.

Alternatively contact regions@cih.org quoting reference: REYH240517 - we will then send you a booking form



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