Housing Application and Homelessness Reviews and Complaints

The Housing Solution and Homelessness teams have their own Reviews and Complaints Standards because we understand that housing and homelessness law is technical and complex, and at times, our processes and decisions are not easy to understand, especially if you are already stressed, in crisis, or unwell.

It can be difficult to know where to go, and what to do, to get advice and support, challenge a decision or notice you have received, or you want to make a complaint about the services you are receiving.

The Reviews and Complaints Standard therefore clearly sets out the different circumstances that might occur on your journey through our service, and includes a helpful decision tree, to work through to support you in understanding what you need to do if you want to challenge a decision or complain. It will also signpost you to the right Ombudsman, if you remain dissatisfied with how we are handling your review or complaint.

Challenging a decision we have made: Requesting a review

You will be notified of our legal decisions on your case in writing through your customer portal. Each letter will have details of what to do if you do not agree with our decisions about your case.

Use the decision tree to understand if you need to request a review, and on what grounds. This will also help us to understand you better from the outset and provide a good review service to you.

You can use the link decision tree form to submit the form to us, or

Email the form to reviewsandcomplaints@redditchbc.gov.uk, or

Or write to us at:

Homelessness Team Managers
Redditch Borough Council
Town Hall
Walter Stranz Square
Redditch B98 8AH

Making a complaint

If you are unhappy with the way the Council’s Housing Solution and / or Homelessness teams have treated you, or handled your case, you can complain.

You should use the decision tree to understand your reasons for needing to complain, or even if a part of your review is also a complaint. This will help us to understand you better from the outset and provide a good service to you.

You can use the decision tree form to submit the form to us, or

Email the form to reviewsandcomplaints@redditchbc.gov.uk, or

Or write to us at:

Homelessness Team Managers
Redditch Borough Council
Town Hall
Walter Stranz Square
Redditch B98 8AH

Homelessness and Housing Solutions Review or complaint decision tree

Homelessness and Housing Solutions Reviews, Complaints and Enquiries Standard

The Ombudsman

If your complaint is about the management of council housing these are investigated by the Housing Ombudsman.

Contact us - Local Government and Social Care Ombudsman
Telephone: 0300 061 0614
Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH