Rent Arrears Policy - Section 16
16. Complaints and Review Process
16.1 The Council operates a Complaints Procedure that is available to any tenant who is not satisfied with the way in which their case has been dealt with. Details of the Complaints Procedure can be obtained from any Council Access Point.
16.2 Separate from the Complaints Procedure, a Review Process exists for tenants who dispute the amount of rent arrears or any repayment programme. In the first instance, tenants can ask for an explanation from their Area Housing Officer/Housing Assistant. If the tenant is not satisfied with the explanation, they can ask for an appointment with
their Area Housing Manager. The Area Housing Manager will review the case and in the event of any dispute will refer the case to the Housing Services Manager.