Doncaster

Appeals and Complaints

    

Complaints

We take complaints seriously and aim to resolve any issues with you.

We will;

• Acknowledge your complaint within several days;
• Reply to your complaint within 28 days.

Depending upon the nature of the issues you have raised and the outcome of our investigation, we will;

• Agree a solution with you;
• Apologise;
• Provide you with assurance that it wont happen again;
• Provide you with a fair and honest response;
• Even though we may disagree, try to reach a conclusion with you.

To make a complaint you can either click here, which will take you to a complaints form on the St Leger Homes of Doncaster website, or write to:

Doncaster HomeChoice
St Leger Court
White Rose Way
Doncaster
DN4 5ND

Or telephone, 01302 862628

Appeals

Right of review

Every application is made in accordance with the requirements set out in the policy document and any appeal will be considered by the Doncaster HomeChoice team.

Reasons for review

You are entitled to a review in the following circumstances;

• If it is decided that you are ineligible to join the register due to your immigration status or unacceptable behaviour.  In this case, the applicant must be notified or the decision and the grounds for it.
• If you feel you have been unfairly treated in the allocation process
• Where applicants disagree with their registration or effective date
• Where applicants disagree with a removal of their priority
• Where applicants have been removed from the register other than at their request. 

The review process

In all review cases you must make a request within 28 days of the date of the letter informing you of the decision.

We will aim to deal with an appeal within 28 days of receiving all documentation in support of the appeal.  If we are unable to do so, we will acknowledge the appeal within that time telling you when you can expect a reply.

Where you ask for a review of your decision, you will receive details inviting you to submit any further written representations or new information.

You are not required to provide reasons for challenging the decision, however, this may help the case, as there may be new information, which is not available at the time.

The officer involved in the original decision will not be involved in the review process.

If you are unhappy with the outcome of your appeal, you are entitled to a second review.

The Housing Assessment Panel will review the decision and will then write to you advising of the outcome, which will either be upheld or overturned.

You can request an oral hearing and may bring someone with you to support you or help you present your case. 

The officer involved in the original decision will not be involved in the review and all Homelessness reviews will be carried out by Doncaster Council's Housing Options Team.

Exception

If you have been removed from the register due to non response to the annual review you will be given 6 months from your cancellation date to be reinstated from your original application date.  However, if you reapply after the 6 month period, unless evidence can be provided to show that your application was cancelled in error, you will not be reinstated with your application date.  Any priority awarded will be based on your current circumstances.