HOUSING EXECUTIVE

Complaints - how to make one
Contacts

COMPLAINTS, STEP BY STEP:-

The Housing Executive’s Complaints Procedure has two stages...

Stage 1

Under this first stage you should make your complaint to the appropriate manager depending on the nature of your complaint.

If your complaint is about applying for accommodation, a transfer, repairs, improvement work, housing benefit or rent, you should contact the District Manager of your local office.

If your complaint is about improvement grants, you should contact the local Grants Manager.

If your complaint concerns house sales, you should contact the Land and Property Manager.

The addresses and telephone numbers of the Housing Executive’s District, Grants and Area Offices are detailed in the BT telephone directory.

Complaints should be made in writing, either by letter or on the tear- off slip attached to the Making a Complaint leaflet available from Housing Executive Offices.

If you would like help in making your complaints, a member of the Housing Executive Staff will assist you. In exceptional circumstances , details may be accepted by telephone.

When details of your complaint have been received, an acknowledgement of receipt will be sent. Following this, your case will be investigated. It may be necessary to contact you for more details or invite you for an interview.

In these circumstances, you may wish to bring a friend to help you explain your case.

Following investigation, a reply will be sent to you from the manager, usually within 10 working days. If your case is particularly complex it may take longer but you will be advised in writing of any delay.

If you wish to discuss your complaint first:-

For an informal talk about your complaint before submitting your form or letter, you may telephone the Executive’s Information Officer in the Area Office. They will advise you how to proceed.

Stage 2

If you are still dissatisfied:-

If you are still dissatisfied with the outcome of the Stage 1 investigation, you may then proceed to Stage 2 and appeal to the Chief Executive. He will investigate your case and seek to replay to you within the same timescale as the previous stage.

The Chief Executive is located at the Housing Centre, 2 Adelaide Street Belfast BT2 8PB

Taking your complaint further:-

Independent Review
If you are not happy with the final response that you receive from us, you can ask the Northern Ireland Ombudsman to investigate your complaint. The Ombudsman will normally only deal with a complaint if the Executive has been given an opportunity to respond. The Housing Executive is obliged to co-operate fully with any investigation.

HOUSING EXECUTIVE CONTACTS

The Ombudsman’s address is:-
The Ombudsman
Freepost
Belfast
BT1 6BR

Freephone 0800 343 424

Housing Executive addresses:-
Housing Executive Central Information Department
The Housing Centre
2 Adelaide Street
Belfast
BT2 8PB

Head Office
The Housing Centre
2 Adelaide Street
Belfast

Tel: (028) 9024 0588
After Hours Emergency Repairs Service (028) 9024 611

Housing Executive Home Improvement Grant Offices:-
Ballyclare: 028 9335 2849
Ballymena: 028 2565 3399
Belfast: 028 9031 7000
Craigavon: 028 3834 1188
Fermanagh: 028 6632 5770
Lisburn: 028 9266 5222
L’Derry: 028 7137 2000
Newry: 028 3026 7331
N’Ards: 028 9182 0600
Omagh: 028 8224 6111

Houses in Multiple Occupation Units:-
Belfast: 028 9031 7000
Coleraine: 028 7035 8111

Staying Put Department:-
Fold House
3-6 Redburn Square
Holywood BT18 9HZ

Tel: 028 9042 8314

Fold Housing Association Careline (24 Hours):-
Tel: 028 9042 1010

To obtain a personal copy of "Maintaining your Home - A householders' guide for Northern Ireland":-
General Consumer Council of Northern Ireland
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY

Tel: (028) 9067 2488
Email: info@gccni.org.uk

RELATED LINKS

NI Housing Executive

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