We have an appeals process that lets customers appeal decisions made on their application. Any appeal relating to applications for housing including the assessment of an application, suspension of an applicant from receiving offers or bypassing an applicant for housing must be made within 21 days of the decision. Customers can raise an appeal by telephoning or writing to our Customer Experience Team.
There are two stages to this appeal process as follows:
Stage 1 appeals will be heard by a Team Leader who will investigate the ground of the appeal and provide a written response within 5 working days.
Stage 2 appeals will be heard by a Manager who will review the grounds of the appeal and that investigation completed at stage 1. A written response will be provided within 20 working days.
Once the stage 2 appeal has been completed, there is no further right of appeal.
We have a Complaints Procedure that lets customers who are dissatisfied with our service raise a complaint. This is different from the appeals process because it covers complaints about our service and includes complaints relating to equality matters. Help on how to raise a complaint can be found on the main River Clyde Homes website or by telephoning our Customer Experience Team.
If a customer remains dissatisfied after using the complaints procedure, they can appeal to the Scottish Public Services Ombudsman. This is in addition to their right to seek independent advice from a solicitor or any other appropriate body.