We do all we can to get things right for you first time. If we get something wrong, or you are unhappy with our decision, we want to hear about it.
There are times when you have a legal right to appeal certain housing decisions. This is known as our housing appeals process.
Housing appeals process
The housing appeal process is separate from the complaints process and deals with rights covered by legislation.
Our complaints handling process considers issues about our services. The housing appeal process is a separate route of appeal for issues about your tenancy rights and our housing information, advice and letting process.
Our local housing staff make decisions on a variety of housing matters. If you are unhappy with the decision, you can ask for a review by a senior manager. If you are still unhappy with their decision, you have the right to appeal.
What decisions can I appeal?
You have the right to appeal our decisions where you feel that we have not taken all information into consideration or you are unhappy with the outcome we have reached.
You have the right to appeal certain decisions we make on housing information, advice and letting and related matters. These include, but are not limited to, decisions about:
- succession – your right to succeed to a tenancy
- assignation – passing on your tenancy to someone else
- suspending your housing application
- your health and wellbeing assessment
- management transfer / exceptional housing need
- priority for rehousing
- permission to reside
- sub-letting your home
- changing your tenancy: single / joint
- your right to have a lodger
- granting or changing your tenancy to a Short Scottish Secure Tenancy
- taking streamlined action to recover possession of your tenancy.
How do I appeal?
Your request to appeal must be received within five working days after you receive our decision.
You can do this:
It is easier for us to resolve your concerns if you let us know as soon as possible. Please talk to a member of staff as soon as you can, as there might be time limits on appealing decisions.
When telling us you want to appeal, you will need to include the following details:
- your full name and address
- the decision you want to appeal
- any information you feel has not been considered
- how you want us to resolve the matter.
The appeals process
Step 1 – Application: If you apply to one of our local housing offices for them to consider your circumstances on a housing matter, it can take up to 28 days to receive our decision. If you are unhappy with this decision you can ask for a review.
Step 2 – Review by a senior manager: A manager will consider the information presented to them. You should provide all relevant information which you feel has not been considered. We will write to you confirming the outcome of the review and detail the final step of the process.
Step 3 – Housing appeal: An independent appeals panel, made up of a Wheatley Group Director and a senior solicitor, will meet to review the information we hold and consider your circumstances.
The decision reached by the appeals panel marks the end of the appeals process. We will write to you confirming our decision and explain the reasons for reaching this decision.
We realise our decision can have an impact on your housing circumstances and we will aim to complete this process as quickly as we can.
What happens when I appeal?
We will acknowledge receipt of your appeal within 24 hours and contact you within five working days to let you know when the independent appeal panel will meet.
If you want to attend the appeal hearing, or bring someone with you, please let us know straight away. Alternatively, you can submit a written statement detailing any additional information you want the appeals panel to consider.