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REF 80 - Complaints by tenants

Request

1.      How many complaints have been made by tenants of Crown Estate properties over the past five calendar years up to and including the end of December 2018?Please can you provide information for 2014, 15, 16, 17, 18 and break the information down year-by-year. Please can you categorise the information by the type of complaint made – i.e. repairs, damage, rent dispute, anti-social behaviour, eviction notice warning, harassment, deposit return etc.

2.      How many complaints made by tenants of Crown Estate properties over the past five calendar years up to and including the end of December 2018 have been investigated by the Crown Estate? Please can you provide information for 2014,15, 16, 17, 18 and break the information down year-by-year. Please can you categorise the information by the type of complaint made – ie. repairs, damage, rent dispute, anti-social behaviour, eviction notice warning, harassment, deposit return etc. In each case where a complaint has been investigated, please can you state what the outcome was – i.e. was the complaint upheld, partially upheld, rejected/no case to answer, resolved in another way etc.

Response

From earlier correspondence it was confirmed to you that Crown Estate Scotland (Interim Management) began operation on 1 April 2017, and you were advised to contact The Crown Estate for information prior to this. Therefore, we are suppling information from 1 April 2017 onwards.

For clarity, I have responded to your request using the same numbering points as above.

1.      The parameters we have used for defining a complaint are that a formal complaint has either been made to us or our managing agents about the rental property by the tenant or a third party. It does not include notification of the standard repairs required to all rental properties which are notified to us by tenants as and when they arise. Therefore, with that definition, Crown Estate Scotland (IM) has received 2complaints.

Complaint 1 (2017): Complaint was related to time to respond to initial report. The complaint was investigated, and no case to answer; resolved in another way.

Complaint 2 (2018): Complaint was related to time to resolve. The complaint was investigated; partially upheld; and matter was resolved satisfactorily.

2.      Same definition, as above, for complaint applies. Therefore, 2 complaints – one not upheld but resolved in another way; the second was partially upheld (regarding delay in response) and resolved satisfactorily