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How our complaints procedure works

Updated: 05 May 2016
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If your complaint is about repairs, contact your area manager
A plumber fixing a boiler
There are two stages to the internal complaints system.

Stage 1

Your local regional, housing benefit, grants or land and property manager will deal with Stage 1 complaints and hopefully this will sort out your problem.

Housing

If your complaint is about repairs, rehousing, or scheme-related work, you should contact your regional manager at the regional office.
The regional manager may decide to:
  • ask your area manager to examine your case
  • ask you for more information; or
  • carry out a full investigation of your complaint under Stage 1
The regional manager will write to you to let you know how they will deal with your complaint. This may involve arranging to meet you or visit your home.

Housing benefit

You should contact the Housing Benefit manager for your area.

Grants

You should contact the grants manager for your area.

Buying or selling your house or land

You should contact the land and property manager.

Stage 2

We will try to sort out your complaint at stage 1, but sometimes this will not be possible. If you are not satisfied with the outcome of the stage-1 investigation, you may then ask the Chief Executive to carry out a thorough independent investigation of your complaint.
We will write to you to confirm that we have received your complaint. You can expect to receive the Chief Executive’s response within 15 working days. If your case is complicated, it may take longer to investigate and we will write to tell you if there is going to be a delay.

Contact details

The Chief Executive’s address is:

Chief Executive

Northern Ireland Housing Executive
The Housing Centre
2 Adelaide Street
Belfast BT2 8PB.

The Northern Ireland Public Services Ombudsman

You may choose to ask the Ombudsman to investigate your complaint. The Ombudsman will normally only deal with your complaint after you have gone through our complaints system. We will co-operate fully with the Ombudsman's investigation.
The Ombudsman’s address is:

Northern Ireland Public Services Ombudsman

Progressive House
33 Wellington Place
BELFAST
BT1 6HN
Freepost: Freepost NIPSO
Telephone: 028 9023 3821 or Freephone: 0800 34 34 24
Text Phone: 028 9089 7789