Policy Briefing: Alternative approaches to resolving housing disputes

This briefing paper examines three international case studies on the use of Alternative Dispute Resolution (ADR) to resolve housing disputes: the Civil Resolution Tribunal in British Columbia, Tenancy Services in New Zealand, and the Residential Tenancies Board in Ireland. The findings from these case studies point to certain key principles that may help to improve dispute resolution for landlords and tenants in the UK private rented sector (PRS).

Key findings

A multi-tiered dispute resolution system may result in a significant number of cases being resolved early.
Prioritising active participation in the dispute resolution process can increase client empowerment and access to
justice.
Delivering proportionate and appropriate dispute resolution can potentially remove barriers to accessing the system.
A user-focused approach in the digitisation of dispute resolution systems will prevent people being excluded from the system.

Author: Dr Jennifer Harris

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