Housing renewal assistance policy 2026 - 2030: 1. Introduction - 17. Compliments, appeals and complaints

The Council is committed to improving services for customers, especially vulnerable households. We will use consultation with service users and feedback from people who have received assistance to help identify priorities for service improvements.

Refused applications

Where an application is refused the applicant is entitled to make an appeal / request for review of the decision. This should be made,

• by email to: HousingAdaptations@walsall.gov.uk or
• in writing to: Housing Improvement Service, Housing & Customer Engagement Services, Walsall Council, 1st Floor Civic Centre, Darwall Street, Walsall, WS1 1TP

The appeal / request for review will be considered under the council’s corporate complaints process. The matter will be fully investigated and a written response provided. If an applicant is still aggrieved they have a right of further appeal to the Local Government Ombudsman (LGO) for a breach / failure to follow the respective grant process and or apply this Policy appropriately. The decision to make such an appeal rests solely with an applicant.

In developing this Policy the council has taken into account previous LGO decisions to ensure that its policy and application of the same are as supportive as possible given the available resources. Based on this this Policy identifies what is eligible, what is not eligible and whose responsibility it is to undertake key stages in the application process.

Other complaints about the grant process or decision

Applicants can use the process detailed above i.e. contact the service in the first instance and then if they are still unhappy with the decision raise the matter with the LGO.