Housing firm’s repair teams in high demand

MR J’s TOP CONSUMER TIPS READERS CONTINUE TO LOG THEIR COMPLAINTS

COUNCILS in the North East are increasingly using bailiffs to collect debts.

But as use of the debt collectors spreads, there is concern over how they do their job.

A report by a group of debt and advice charities says some bailiffs still regularly use intimidating behaviour, fail to accept affordable payment offers and do not take account of vulnerable clients.

The charities say collectors are ignoring regulations set up in 2014.

So how can you tell bailiffs are ignoring the rules?

The report says bailiffs are calling at people’s homes without notice, and calling at people’s homes even though the debtor has tried to set up repayments over the phone.

The report, Taking Control, said both practices are in breach of the 2014 regulations.

Citizens Advice chief executive, Gillian Guy, said: “Harsh tactics by bailiffs can cause severe distress and push people even further into debt.

“Last year, Citizens Advice helped people with more than 80,000 bailiff problems – with the majority related to enforcement action on council tax debts. Local authorities have a key role to play in stamping out bad practices – by treating people in arrears fairly and ensuring bailiffs are only ever used as a last resort.” She was backed up by the other charities involved in compiling the report. Mike O’Connor, chief executive of the StepChange Debt Charity, said: “Our research shows that the 2014 bailiff reforms are not working.

“The reforms have not delivered the improvements that are needed and they are failing some of the most vulnerable people in our society.”

The charities are calling for changes in the law.

They are asking for an independent regulator covering all bailiffs, a single complaints mechanism and a restructuring of bailiff fees to incentivise good practice.

They said the current system for local councils paying bailiffs for their work encourages unnecessary home visits.

Procedures to identify vulnerable people and protect them from enforcement action are also on the list. COMPLAINTS about the Gateshead Housing Company continue to mount up.

I have already looked into several in the last few months and they keep coming in.

Here are three new cases where I hope to have made a difference.

Trevor and Denise Leonard had a long list of complaints about their house in Rowlands Gill.

Leonard said: “I have read about the help you have given to tenants with issues regarding repairs with the Gateshead Housing Company.

“My wife and I moved into this bungalow for health reasons but we have had one problem after another.

“There is damp in the kitchen and the bedroom and sitting room.

“Since moving in our problems have included a leak under the kitchen sink, heating clocks not working, a toilet not fixed to the floor, a leaking toilet cistern, flooring lifting in the wet room due to the leaking toilet and a radiator hanging off in bedroom.”

No wonder Trevor needed me to give the housing provider a push.

I asked Gateshead Housing what was going on.

A spokeswoman told me: “We are aware of the repair issues at the property and will continue to work with the customer to complete the repairs.

“We will keep the customer informed throughout the process.”

Trevor said he was pleased with the development.

He said: “The ball is rolling for kitchen repairs, with contractors coming to put the cupboards into storage while dampproofing is injected and plastering repaired.

“But I have to ask why this property was cleared as livable while all these issues have arisen.”

Meanwhile, Kris Drummond told me he was in dispute over the state of fencing and had been told it was his responsibility to sort it out.

Some work had been done by the housing operator but he felt more could be done. Then he read of how we helped another tenant in the same position who was able to get similar repairs done after alerting me.

Kris, of Lobley Hill, said: “I couldn’t help bit feel I was in a similar situation.

“There is a rotted boundary fence with rusty nails hanging out and it is only a matter of time before someone gets hurt.

“Gateshead Housing said they should help in garden fence complaints when there is a health and safety issue.

“I have a one-year-old living here and my neighbours have two very active young boys and I most certainly think it is a health and safety issue.”

I asked the Gateshead Housing Company for a comment.

It said: “Soon after the customer moved in, we worked with him to complete some fencing work.

“Following this latest request we have made