Your right to a housing register review

You can ask the council to look again at most decisions made on your housing register application. This is called asking for a ‘review’. 

The decision will be overturned if the reviewing officer is satisfied that the original decision does not accurately reflect your circumstances. We may also overturn the decision if your situation has changed and evidence has been supplied to support this during the review process.

You will still be able to bid on properties in accordance with your existing assessment during the review process.

Decisions you can ask us to review

You can ask us to reconsider the following types of decision:

• meeting eligibility or qualification criteria
• the effective date of your application
• reasons leading to the cancellation or suspension of your application
• the property type you can bid for
• entitlement to reasonable preference 
• household members considered for housing

The time limit for asking for a review

You must ask for a review within 21 days of being notified of the decision. This means 21 days from when you receive the decision letter. 

If you did not receive the decision letter

Speak to the Business Support Team if you have not received the decision letter and they will be able to forward you a copy.

If you miss the 21-day deadline for review you can ask us to accept a late review request.

By law we do not have to accept a late review request. However, we will consider whether we should make an exception in your case. You will usually need to show a very good reason for your delay in asking for a review. 

How to ask for a review

You (or someone acting on your behalf) can request a review by emailing or phoning us.

Make sure you clearly ask for a review and tell us which decision (or decisions) you want us to look at again. 

Explaining why you are asking for a review can help us make a quicker decision. It is usually better to send evidence to support your review. If you send us evidence, make sure you keep a copy.  You should keep a copy of your review request (or keep a record if you asked for a review verbally).

Please ask us if you want the form posted to you or if you need help with asking for a review. We will always write and give you a date for when we must receive your reasons and any supporting information you want us to consider.

Having someone else act on your behalf

You can ask someone else to act for you in connection with your review. You must confirm in writing that they are acting on your behalf (advisors will have a form). 

If you have a representative, we may write to them instead of you in connection with the review.

Getting independent advice

You can find a legal aid solicitor and check if you’re entitled to legal aid by visiting Gov.uk or by telephoning 0345 345 4 345 (9am to 8pm weekdays and 9 am to 12.30 pm on Saturdays). 

You can also telephone Shelter’s free helpline on 0808 800 4444. It’s open between 8am and 8pm on weekdays and 9am to 5pm at weekends. You can also make contact by using their online chat service.

A legal advisor may be able to obtain information to support your case. Legal advice regarding some housing issues is free if you have a low income. Check if you can get legal aid.

Providing an address

We strongly advise you to provide a contact address because we need to write to you during the review process. 

If you are moving from place to place you must tell us the addresses (even if your accommodation is only temporary).

If you are sleeping rough, we suggest you get an independent adviser to represent you. We can then send your letters to them.

We strongly advise you to provide a telephone number and email address. This allows us to contact you during the review process and email letters to you. This is also important if you have problems receiving post. 

Review procedure

We will write to you within 14 days of receiving your review request. We will:

• invite you to make written and or oral representations, or both, in connection with the review (someone can make representations on your behalf if you prefer)
• give you a date by when we must receive your reasons for requesting a review and any supporting information. You will usually be given at least 14 days to do this
• confirm the procedure we will follow
• confirm who will carry out the review
• give you the name and details of a Council Officer you can contact if you have any questions about your review

The decision process

We will usually issue you the decision in writing within 8 weeks of when you requested the review. Sometimes we ask for more time to make the decision, for example if we are waiting for information. If you agree to an extension, we can take longer to complete the review. We will confirm any extension in writing. 

The Housing Review and Complaints Officer or a Senior Council Officer who was not involved in the original decision will make the review decision. 

We may sometimes ask an independent contractor to carry out reviews on our behalf, or to investigate your case. We will tell you if this applies in your case.

Appealing the review decision

Applicants who remain dissatisfied with the result of a review may choose to make an application to the court for judicial review if they feel they have grounds. Applicants can apply for a judicial review at any time.

A legal advisor can advise on whether you have grounds for appealing. They will also be able to tell you if legal aid will pay for an appeal.

Complaints

If you want to complain you can use our formal complaint procedure. However, please contact us first before complaining. This allows us to discuss your concerns and put things right.

You can complain if you are unhappy with how we have handled your case. For example, if you think we are taking too long (or took too long) to make a decision.

However, you should ask for a review if you want us to change a decision, we have made on your housing register application.  

See more information about our complaints procedure.

Please tell us if you need this information posted to you, or if you need help to complain, e.g. because of a disability.

You can also complain to the Local Government and Social Care Ombudsman. The Ombudsman is likely to uphold a complaint if you have suffered injustice because the Council has been at fault. 

However, the Ombudsman may decide they cannot investigate until you have exhausted our complaints procedure. The Ombudsman may also refuse to investigate a complaint if you have a right of review or appeal.

See more information about complaining to the Ombudsman.