Tenancy policy

10. Appeals and complaints

1. 10.1. It is important that tenants and prospective tenants are able to appeal against decisions made in regard to this Tenancy Policy in a clear, fair and efficient process. Appeals should be heard as soon as possible to ensure that there are no delays in accepting an offer of a tenancy or in making alternative arrangements where a tenancy is not granted.
   1. 10.1.1. The appeals process is:
      • an appeal should be made by the tenant or prospective tenant within 21 days of the decision regarding their tenancy. Appeals should be submitted in writing to the Tenancy Services Manager
      • the appeal will be conducted by another Council Officer who was not involved in the original decision and must be senior to the person who made the original decision
      • the appeals process will be based on written representations - the senior officer may interview tenants, prospective tenants and other interested parties but there will be no requirement to hold a full oral hearing
      • the appeal decision should be made within 20 working days of the appeal request being made or as soon as reasonably practicable afterwards
      • if the tenant or prospective tenant is dissatisfied with the response from the senior officer, they will have a further right of appeal to the Appeals Committee - such requests should be made in writing to the Corporate Services Manager within 21 days of the initial appeal decision being provided to the tenant or prospective tenant
2. 10.2. Complaints will be handled under the Great Yarmouth Borough Council corporate Compliments and Complaints Policy.