Housing Application and Homelessness Reviews and Complaints

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.

Our decision tree sets out the different circumstances that might occur on your journey through our service, to help you work through 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.

Housing Complaints Decision Tree

Use the decision tree to help guide you 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.

Email any request review to our dedicated inbox reviewsandcomplaints@redditchbc.gov.uk Or you can write to
Senior Review Officer
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.

Again, the decision tree can help you to understand your reasons for needing to complain, or even if a part of your review is also a complaint.

Email your complaint to our dedicated inbox reviewsandcomplaints@redditchbc.gov.uk
Or you can write to us using the above address

The Ombudsman

If you remain dissatisfied with a complaint outcome you can contact the Local Government and Social Care Ombudsman.

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

Other resources

Shelters Housing and Homelessness factsheets

Housing factsheets - Shelter England