Consumers, Estate Agents and Redress Bill [Lords]

I can only agree with the hon. Gentleman. That was our position, but his Front-Bench colleagues stuck at £3,000. There was scope for more agreement on that point. If we had had free votes on several issues, we would have seen a stronger outcome in several clauses. I have remaining worries as we conclude our proceedings on the Bill. I fully appreciate that the Government mean well, but there has been much discussion about how to handle complaints made by vulnerable consumers and how to ensure that they are able to get adequate compensation and a satisfactory resolution of their problems. The right hon. Member for Makerfield made it clear that he wanted the definition of a vulnerable consumer to be flexible and wide. He gave the example of a widow who might be grieving and thus unable to cope with resolving a problem with an energy company, the Royal Mail or a company covered by the Bill. His example was good, but when we pressed the Government on the way vulnerable consumers would be identified—when we moved into the arena of implementation—it became apparent that almost no thought had been given to the matter. The Government might have put themselves into a box from which they will be unable to deliver. The NCC will receive information on consumers via the consumer voice—over the telephone. If someone calls with a problem regarding an energy bill, it will be likely that the energy company’s records will show whether that person is in receipt of benefits, or on a special tariff that might indicate vulnerability. However, many people will not be on benefits or a special tariff, yet will be vulnerable. In addition, the process will certainly not cover the kind of example cited by the right hon. Member for Makerfield. There will be no special tariff for a grieving widow who is in an especially difficult period of her life. If someone calls the NCC with a problem about the postal service, there will be no existing track record to reveal whether that person is vulnerable. When I raised such points before, I was told that questions would be asked during the telephone conversation to expose whether the individual was vulnerable. Do we really think that someone will say on the telephone, ““Excuse me, but do you have a low IQ or are you vulnerable?””, ““Have you recently been diagnosed with depression by a doctor?””, ““Is your schizophrenia particularly active at the moment?”” or, ““Have you lost someone in the family so that you are unable to cope with complex paperwork?””? It will be almost impossible to elicit the information necessary over the telephone. I have asked many times what mechanisms will be used to try to identify vulnerable consumers, but I am still waiting for an answer. I hope that the Minister will take that point on board. We are very concerned about the timing of the abolition of Postwatch. The Minister will be aware that 2,500 post offices will be closed over the next 18 months. Postwatch will play an essential part in enabling residents throughout the country to be consulted so that they can raise points to influence whether a closure goes through. Postwatch has a regional structure, whereas the new NCC does not. I should be grateful if the Minister confirmed the verbal assurances we have been given that Postwatch will be left largely intact until the closure process is completed. Is the Minister aware that members of Postwatch, whose role is so critical, will inevitably be distracted by whether they are about to receive a redundancy notice. Morale will be undermined, and in this critical period it will be hard to achieve the focus necessary to protect consumers and ensure that their voices are heard in the closure of their local post offices, which will have broad consequences for them and their communities. We want stronger assurances from the Minister that small businesses will be recognised. The NCC can pay attention to small businesses, but nothing requires it to do so. Many small businesses fear that, over time, they will be lost in the distractions of the many other activities in which the NCC will be involved. We have today debated residential lettings, direct sales and off-plan sales. I join the hon. Member for Cotswold (Mr. Clifton-Brown) in regretting the fact that the Bill does not address the issues far more powerfully. We are glad that a review is under way. It is focusing on lettings rather than direct or off-plan sales, whereas we believe it could have dealt with the whole problem. All that the review offers at the moment is delay, with no assurance that action will follow. A great opportunity has been missed to require training and qualifications for estate agents. I cannot understand why our proposals have been ignored. I have not heard a coherent argument against such a basic framework for individuals who affect the most important spending decision families make. How can we enact a Bill on estate agents without at least requiring them—