Appeals process and complaints

Appeals and complaints

If you're unhappy with the points you have been awarded, you can ask for a review. You can also appeal other decisions related to:

Suspension of an application
Cancellation of an application
Dissatisfaction with an offer – size, location, medical suitability, house type
Assignation or succession decision
Sole to joint or joint to sole decision
Sub-letting decision
Mutual exchange decision
Your right to have a lodger
Permission to reside
Any decision believed not to be in accordance with the Allocations Policy

Appeals relating to Section 5 homeless decisions will always be dealt with by the local authority. Glasgow City Council have a duty to support homeless applicants under the Homelessness etc. Act 2003. There is a statutory appeals process which covers all homeless decisions and offers related to both temporary or permanent accommodation. You have 21 days to submit an appeal in relation to your homelessness decision.

There are two stages to our appeals process as follows:

Stage 1

You can appeal our decision verbally or in writing to the Senior Housing Officer within 21 working days of receipt of your points letter or a decision made by the Housing Officer.

If you disagree with the points we have outlined, you can ask the Senior Housing Officer to review your application. Please explain why you believe the decision should be reconsidered and provide any supporting information or evidence. We will review your request and respond within 10 working days.

Stage 2

If you are not satisfied with the outcome of Stage 1, you can submit a written appeal to the Operations Manager, who will independently review the decision. Please include any supporting information or evidence with your appeal. Appeals must be submitted within 10 working days of receiving the Stage 1 decision.

The Operations Manager will review your appeal and provide a response within 28 days, provided all necessary information and supporting evidence have been received.

Complaints

Should you remain dissatisfied after Stage 2 of the appeals process, you can refer your complaint to the Scottish Public Services Ombudsman (SPSO). Please note the SPSO cannot overturn allocations decisions however it can look at whether we have followed our policy or whether someone has been treated unfairly

You can make a complaint to the SPSO online here

or in writing to

Scottish Public Services Ombudsman

99 McDonald Road

Edinburgh

EH7 4NS

Freephone: 0800 377 7330

Seeking a review through the Scottish legal system

If at any time an applicant feels that we have taken a decision that is in breach of relevant legislation, the applicant can seek independent legal advice and pursue the matter through the appropriate legal channels.