CITIZEN

For information relatives include; spouses or partners, parents, grandparents, children, grandchildren, and siblings. This statement also applies to someone who has a relationship with a board member or employee, such that, there is a risk any decision taken by the board member or employee could be influenced. These rules also apply to former employees and board members for a period of 12 months after they leave their post.

If a tenant, licensee or applicant wants to make a complaint about the service they have received this will be dealt with in line with our Complaints Policy.

Examples of this will include but are not limited to:

When complaints or appeals are received, this will not hold-up the allocations process for the property under dispute.

Where the complaint concerns a decision made by a local authority e.g. the decision to nominate for a particular property, the appeal should be directed to the nominating local authority. This will not hold-up the allocations process for the property under dispute.

It is the responsibility of the Board to seek assurance that this Policy is successfully implemented. The Senior Leadership Team and Heads of Service are responsible for ensuring the effective implementation of this Policy and that all staff understand the importance of this Policy, the related procedures and that they comply with them.

Managers are responsible for ensuring that their team have undertaken the appropriate Policy eLearning and training.

Any changes to this Policy must be made in line with the requirements set out in Citizens Standing Orders and our Policy framework.

[Lettings Policy] Lead Officer: Peter Gill Page 11 of 12 UNCONTROLLED WHEN PRINTED Approved at/by: BOARD Date of review: November 2028

Approved at/by: BOARD Date of review: November 2028