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Tables of Contents for Tenants' Complaints and the Reform of Housing Management
Chapter/Section Title
Page #
Page Count
Figures
vii
1
Tables
viii
1
Acknowledgements
ix
1
Abbreviations
x
1 Introduction
1
10
PART I: `EXIT' AND `VOICE'
11
28
2 `Exit' and `Voice' as Mechanisms for Improving Social Housing Services
11
6
3 The Exit Option in British Housing Policy
17
22
PART II: COMPLAINING BY TENANTS--THE TENANTS' VIEW
39
64
4 Introduction to Part II: The Concepts of Naming, Blaming and Claiming
39
6
5 Recognising Causes for Dissatisfaction and Blaming the Landlord: the Initial Barriers to Tenants' Complaints
45
10
6 Subjects, Levels and Channels of Complaints
55
20
7 To Complain or Not to Complain: Crossing the Confrontation and Appeal Barriers
75
24
8 Conclusion to Part II
99
4
PART III: THE WIDER LEGAL AND INSTITUTIONAL ENVIRONMENT OF TENANTS' COMPLAINTS
103
60
9 Introduction to Part III: The Changing Policy Context
103
6
10 The General Legal Framework of Rights of Tenants to Complain
109
8
11 The Legal and Administrative Framework of Rights to Complain in the Public Rented Sector
117
20
12 The Legal and Administrative Framework of Rights to Complain in the Private Rented and Housing Association Sectors
137
20
13 Conclusion to Part III
157
6
PART IV: SOCIAL LANDLORDS' RESPONSES TO COMPLAINTS
163
78
14 Introduction to Part IV
163
4
15 Complaints and Appeals Procedures: Good Practice and Actual Practice
167
34
16 Monitoring Complaints and Learning Lessons for Policy and Practice
201
24
17 Conclusion
225
16
Bibliography
241
12
Index
253