Contents

• 1. Vignette example: a fair online tribunal process

• 2. Vignette example: an unfair online tribunal process

• 3. Vignette example: a fair offline tribunal process

• 4. Vignette example: an unfair offline tribunal process

• 5. Vignette example: a fair online ombuds process

• 6. Vignette example: an unfair online ombuds process

• 7. Vignette example: a fair offline ombuds process

• 8. Vignette example: an unfair offline ombuds process

Vignette example: a fair online tribunal process

Marta is 40 years old, a single mother of two living in social housing, who has been struggling to pay her housing costs and rent since COVID-19 hit and caused her to lose her job. She was able to continue with most of her regular payments. She has now found a part-time job and been able to clear some of her arrears and pay the ongoing rent. However, her landlord has now given notice that the rent is to be increased, and Marta cannot afford it. The advice organization Marta contacts helps her figure out what to do next. She can take her problem to the Property Chamber which is a tribunal. The Property Chamber handles applications, appeals and references relating to disputes over property and land. Residential property disputes that they handle include rent increases for ‘fair’ or ‘market’ rates.

Marta appeals to the Property Chamber for a decision about the proposed rent increase. Marta needs to fill in a form to make the appeal. She downloads the form from the HM Courts & Tribunals Service website. She fills it in and posts it. Usually there is a fee of £100 to pay, but there is a ‘fee waiver’ available for those who need it. The advice organization helps Marta get the fee waiver, so she does not have to pay the £100.

Marta waits to hear back from the Property Chamber. The Property Chamber checks Marta's form and the extra attachments she sent with it. It then gets back to Marta with a timetable for her case, the date of her hearing, and some extra information about the hearing.