Reviews and complaints
Reviews
If you make a homeless application and get an answer that you think is wrong, then you can request a review of that decision.
These are some examples of the types of decisions you can challenge:
- a decision that the council is unable to help you due to you being either ineligible for assistance, not homeless, not in priority need, or intentionally homeless
- a decision to refer you to another housing district to which you have a local connection
- a decision to discharge our housing duties toward you
You can also request a review of an offer of accommodation if you believe that accommodation is unsuitable for your household.
If you have applied to the Homeseekers’ Register and disagree with the decision, we have a separate review process. This is explained in our Allocations Policy - Section 6, pages 26 to 27.
How to request a review of a decision regarding homelessness
Please contact us at the following address, within 21 days of the notification of the decision.
Senior Reviews and Monitoring Officer, Housing and Social Inclusion, Southend-on-Sea City Council, Civic Centre, Victoria Avenue, SS2 6ER
Tel: 01702 215522
Email: makmirza@southend.gov.uk
You can also seek support in challenging a decision from us. You can do this by using:
- a solicitor
- an independent advice service e.g. Southend Citizens Advice
- through any other organisation that supports you
- family or friends
How are reviews processed?
Reviews are conducted by our Senior Reviews and Monitoring Officer. They were not involved in the original decision-making process.
They will look at the decisions in line with relevant laws.
Once a valid review request is received, we will let you know when the review is expected to be finished.
We will let you know the outcome of your review in writing using an s203 decision letter.
If you are unhappy with the review
If you are unhappy with the outcome of your review, you have the right to appeal on a point of law to the local County Court. The appeal must be submitted to the court within 21 days of receipt of the s203 review decision.
Complaints
We understand that our customers are often having a difficult time when they contact us.
We try to provide our customers with an effective service in a sensitive manner.
However, we accept that sometimes we can get things wrong. We value your feedback on our service whether it’s good or bad.
If you have any concerns with the service you received, you can talk with your officer in the first instance.
However, if you wish to complain, or you want to suggest any improvements to our service, you can do so by visiting our General Complaints pages.
All matters raised will be looked at and complaints registered for further investigation and response.