Draft guidance for managing Gypsy and Traveller sites - Chapter 14: complaints

The local authority should work with the site manager and the operational manager to ensure that a clear and transparent complaints policy is in place. This should be in line with the complaints policies for other forms of social housing provided by the local authority. For example, if a social housing complaints’ policy requires a response within 7 days, a resident on a Gypsy and Traveller site should expect the same.

Details of the complaints procedure should be available to all residents. Complaints may be submitted verbally or in writing. For written complaints, forms should be available from the local authority and the site manager. Residents must be informed how their complaint will be dealt with, including who will deal with their complaint in the first instance and what they can do if they are unhappy with the outcome.

Minor complaints may be dealt with on site by the site manager where appropriate. The policy should give examples of the type of issues which may be considered to be minor. The policy should also state that more serious issues will be referred to the operational manager or local authority complaints team.

Residents should be given details of who they may contact if they wish to complain about the site manager.

Feedback on the progress of the complaint should be available throughout the process, in accordance with the local authorities complaints policy.