To put in a complaint about this housing officer?

[NetflixMom21]

On the housing register. Owed a complete homelessness relief duty and have an urgent need to move because of violence within the home and high medical needs for both me and children. Just been put forward for a property the other side of the county to be closer to family who can provide support for all of this.

Every time I have been nominated for a property the rules change, for example, this time round was proving residency for where my family members live. A few weeks ago they accepted bank statements, now they are saying they do not. I have provided every bit of evidence they need but it seems like the goal posts move dramatically every few weeks whenever a property comes up, so I questioned this on my portal and expressed my frustration at the rules seemingly changing whenever I get offered a property. (In my past experience of them, they are just an extremely challenging and rude team of people anyway).

This morning I got quite a confrontational phone call from one of the workers saying they didn’t appreciate turning up to work and seeing my message first thing this morning (I literally just questioned why bank statements were accepted a few weeks ago but not now). They then went onto say that I am ‘leapfrogging’ people who live in the area and have been waiting for years and so on. Well I doubt many of those people have experienced trauma and violence in their home and have high medical needs which is why they are still waiting and not on a higher band…

She was rude, confrontational and insensitive - almost making it seem like I should be thankful that I have taken a house that other people in the area should be entitled to instead… without taking into consideration all the shit circumstances we have which is why we have to leave our lives behind and move to a different part of the county…

I’m so tempted to put in a complaint… but is it worth it?!

I'd get a house first and then lodge a complaint. Complaining first might go against you and make them even more difficult

Yes you absolutely should

I would complain! This person will continue talking to vulnerable people who need help and assistance like they're a piece of shit on their shoe.

You need and deserve help. Go above their head and complain. It won't affect your application. What's more, you have got nowhere so far anyway! So you have nothing to lose. Good luck!

On you on a housing register that has multiple housing associations? is it just the one? (Different Housing Associations do it differently.)

Different properties have different rules so it's no surprise that the rules seem to change. Not all housing association properties are owned by them, some are owned by private individuals who let through the association. When this is the case one owner may be happy with bank statements and another not.

almost making it seem like I should be thankful that I have taken a house that other people in the area should be entitled to instead

So she didn't actually say this? Are you not thankful? I understand that aboslutely awful circumstances are at play here but still I think you sound a tiny bit entitled. You are extremely lucky to get a LA house.

The housing officer sounds very frustrated and she handled the situation babdly. However, how many emails/phone calls do you think she gets a day from people angry and frustrated about why they don't have a house yet? Why they are in a low band? Why are they not priority? They have been bidding for years but still nothing?

The HO is only human and she has a difficult job.

They most definitely shouldn't have spoken to you like that. I imagine they get little thanks in their job and you have no idea what they are dealing with.

In all honesty though I would concentrate on the house and move.

I’d get the house first and not fuck with her personally. I find it odd you don’t think you should be thank ful though. We were council growing up and we were thankful.

@ForTheLoveOfSleep

almost making it seem like I should be thankful that I have taken a house that other people in the area should be entitled to instead

So she didn't actually say this? Are you not thankful? I understand that aboslutely awful circumstances are at play here but still I think you sound a tiny bit entitled. You are extremely lucky to get a LA house.

The housing officer sounds very frustrated and she handled the situation babdly. However, how many emails/phone calls do you think she gets a day from people angry and frustrated about why they don't have a house yet? Why they are in a low band? Why are they not priority? They have been bidding for years but still nothing?

The HO is only human and she has a difficult job.

This! I worked in a job that provided a service to housing associations and councils and we used to have to deal with the tenants directly. The attitudes we were faced with were atrocious, I much preferred dealing with the paying public. This was a service that would cost a normal customer between £300-£600 but the tenants used to get it free because the HA or council were covering the cost. How is it that those customers that were paying were friendly and polite yet those getting it for free weren't?! Of course I'm not talking about every tenant but I'd say 70-80% were horrible. Yes she shouldn't have spoke to you the way she did but tbh I sympathise with her. They've asked you for certain documentation so submit it, don't argue. There's a reason they're not accepting the bank statements and it wouldn't be the agents decision.

Yes, do. We had similar for my friend who is very vulnerable through MH. The Housing Officer was verbally aggressive, deliberately obstructive and made life difficult for her, even going so far as to refuse her a home she was entitled to because the HO was deliberately excluding people she didn't like (if she didn't take a fancy to you) in this area.

I wrote the appeal to the HOs manager, quoting policy and asking how this HO was working within policy. The HO was disciplined and my friend got the bungalow.

I dread to think how many people this HO had excluded from access to homes they needed because she was able to veto people based on her little personality cult.

Yeah op be grateful your kids are disabled enough and your home environment is bad enough that you being moved

Fucks sake

I can hear your on your last nerve OP maybe you should chalk this one up to them having a bad day my mom had a saying

Council big elephant take small bites eat slowly prepare for indigestion

Which makes very little sense but it distracted me at the time fingers crossed for you new home more support and importantly away from the bad situation

@ForTheLoveOfSleep

almost making it seem like I should be thankful that I have taken a house that other people in the area should be entitled to instead

So she didn't actually say this? Are you not thankful? I understand that aboslutely awful circumstances are at play here but still I think you sound a tiny bit entitled. You are extremely lucky to get a LA house.

The housing officer sounds very frustrated and she handled the situation babdly. However, how many emails/phone calls do you think she gets a day from people angry and frustrated about why they don't have a house yet? Why they are in a low band? Why are they not priority? They have been bidding for years but still nothing?

The HO is only human and she has a difficult job.

This.

So OP is not human and should expect to be spoke to as a POS because she's looking for a home to flee domestic abuse with her disabled children?

God I hope some of you are not in positions of power or control for vulnerable people.

@SilverHairedCat

So OP is not human and should expect to be spoke to as a POS because she's looking for a home to flee domestic abuse with her disabled children?

God I hope some of you are not in positions of power or control for vulnerable people.

No but it works both ways! The OP has said she expressed her frustration, judging by how the agent reacted I can imagine exactly how she 'expressed her frustration'! Her being a domestic abuse victim and having disabled children is irrelevant, she doesn't get to speak to people like shit which I am guessing she did. The agent should not have reacted but she's only human, I have snapped at times at tenants when faced with a bad attitude.

I’m surprised, if the housing register is managed by the council, that they can’t just check their council tax records. Those should record exactly who lives where.

I’m a retired housing worker, and both of the posts by @ForTheLoveOfSleep and @mummyh2016 really resonate. Social housing is in such short supply now, that getting a reasonable property, somewhere of one’s choosing is a big win!

Does this house on the other side of the county also belong to the same HA? If not, she is only asking for what the LA/other HA wants in terms of proof.
That said, she shouldn't be rude but she is quite right that you will be leapfrogging other people who already live in that LA area so they do need to check. And yes, many of them will have equally urgent reasons for needing rehousing.
Good luck with your transfer

When you say "each time I have been nominated" do you mean you have already had other offers and turned them down for some reason?

“Well I doubt many of those people have experienced trauma and violence in their home and have high medical needs”

You’re so wrong about this.

Was your email polite or rude?

No but it works both ways! The OP has said she expressed her frustration, judging by how the agent reacted I can imagine exactly how she 'expressed her frustration'! Her being a domestic abuse victim and having disabled children is irrelevant, she doesn't get to speak to people like shit which I am guessing she did. The agent should not have reacted but she's only human, I have snapped at times at tenants when faced with a bad attitude

Bullshit. The agent is being PAID to perform a role professionally, the tenants are not. They should act like a professional or move jobs, because they aren’t cut out for it.

OP you can contact the local council you are looking to move to yourself, in your circumstances there are procedures in place to help, they're not straight forward and it may mean temp housing for some time, but they are struggling.

I have unfortunately got first hand and ongoing experience of the disgusting treatment HO give people in horrible circumstances, and once all is done we will be making an official complaint about every party involved.

@Naunet these people are not paid to be abused, they are just people like you and I, doing a job, they most likely have their hands tied and have to climb hurdles and dodge red tape.

Im currently going through it with a family member, Im not going into details but its bad, but I wouldn't start taking my frustrations out on them, what does it prove by abusing someone? Does it help your situation? Does it make you feel better?

Abusing someone because they are paid to do a job is bullshit and you know it.

I would, I have mine saved in my phone as council bitch. Petty I know, but she is a solid gold bitch.

Yes, do complain. I'm pretty sure a part of their job description is helping people and being polite to them.

You might like to talk to Shelter about the problems you're having, too.

Get in touch with one of the councillors for the area and ask for their help.