Part 1 "Exit" and "Voice": "exit" and "voice" as mechanisms for improving social housing services; the exit option in British housing policy. Part 2 Complaining by tenants - the tenants' view: introduction to part 2 - the concepts of naming, blaming and claiming; recognizing causes for dissatisfaction and blaming the landlord - the initial barriers to tenants' complaints; subjects, levels and channels of complaint; to complain or not to complain - crossing the confrontation and appeal barriers; conclusion to part 2. Part 3 The wider legal and institutional environment of tenants' complaints: introduction to part 3 - the changing policy context; the general legal framework of rights of tenants to complain; the legal and administrative framework of rights to complain in the public rented sector; the legal and administrative framework of rights to complain in the private rented and housing association sectors; conclusion to part 3. Part 4 Social landlords' responses to complaints: introduction to part 4; complaints and appeals procedures - good practice and actual practice; monitoring complaints and learning lessons for policy and practice.
