Complaints & Appeals
City West Housing is committed to providing quality housing and other customer services.
We are also keen to hear from anyone who is not satisfied with our performance so we can try to resolve their issue. All complaints and appeals must be made in writing.
Complaints and appeals that are received from residents and applicants will be assessed in line with City West Housing’s policies. If you are not a resident or applicant, we still want to hear from you! You can provide your feedback using the link and we will investigate your issue and get back to you as soon as possible.
Submit a formal complaint or appeal or give other feedback.
Click on the menu below to learn more about the definition of a Complaint or Appeal.
A complaint is where a tenant or applicant is dissatisfied with the service they have received from CWH and want us to respond or take action.
Examples of complaints include:
- Poor service
- Change or withdrawal of service
- Customer cannot contact a CWH staff member or a CWH staff member is not returning calls
- Repairs not completed within time frames
- The organisation has not followed its documented policies and procedures.
An appeal is a request to have a City West Housing decision reviewed. Examples of decisions that can be appealed include:
- Eligibility for housing
- Withdrawal from the Housing Register
- Property type and bedroom entitlement
- Eligibility for transfer
- Suitability of an offer of housing
- Level of rent subsidy
- Permission to undertake modifications or alterations
- Permission to keep an animal
- Rental subsidy assessments
- Cancellation of a rental subsidy
- Former tenant charges
- Water charges.
The review will consider the circumstances of the decision, its merits in relation to City West Housing’s policies, and the need for procedural fairness.
Complaints & Appeals
City West Housing is committed to providing quality housing and other customer services.
We are also keen to hear from anyone who is not satisfied with our performance so we can try to resolve their issue. All complaints and appeals must be made in writing.
Complaints and appeals that are received from residents and applicants will be assessed in line with City West Housing’s policies. If you are not a resident or applicant, we still want to hear from you! You can provide your feedback using the link and we will investigate your issue and get back to you as soon as possible.
Submit a formal complaint or appeal or give other feedback.
Click on the menu below to learn more about the definition of a Complaint or Appeal.
A complaint is where a tenant or applicant is dissatisfied with the service they have received from CWH and want us to respond or take action.
Examples of complaints include:
- Poor service
- Change or withdrawal of service
- Customer cannot contact a CWH staff member or a CWH staff member is not returning calls
- Repairs not completed within time frames
- The organisation has not followed its documented policies and procedures.
An appeal is a request to have a City West Housing decision reviewed. Examples of decisions that can be appealed include:
- Eligibility for housing
- Withdrawal from the Housing Register
- Property type and bedroom entitlement
- Eligibility for transfer
- Suitability of an offer of housing
- Level of rent subsidy
- Permission to undertake modifications or alterations
- Permission to keep an animal
- Rental subsidy assessments
- Cancellation of a rental subsidy
- Former tenant charges
- Water charges.
The review will consider the circumstances of the decision, its merits in relation to City West Housing’s policies, and the need for procedural fairness.
