Park Homes: Complaints
The question
To ask the Secretary of State for Housing, Communities and Local Government, what guidance his Department provides to local authorities on responding to complaints from park home residents relating to (a) site rule changes, (b) development activity, and (c) land use.
Answered by Matthew Pennycook
Local authorities do not have powers to make determinations about changes to park home site rules. If a site owner fails to follow the statutory process for changing site rules, residents can apply to the First-Tier Tribunal for a determination.
The Local Government and Social Care Ombudsman has published an updated Complaint Handling Code which can be found on gov.uk here.
The Code sets out standards on how to implement fair, effective and transparent complaint handling processes, to ensure that the concerns of all local residents are properly heard and responded to, and to support councillors in properly scrutinising how their organisation learns from its mistakes to improve service delivery.
Councils should consider adopting the Code into their own complaint handling processes, and to consider further how best they can ensure that residents’ voices are heard during the day-to-day delivery of public services.
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