GHA exist to provide an effective and impartial housing service to their tenants and members of the public. Occasions may arise which leave individuals feeling unhappy with aspects of the service we are providing.

If you are unhappy about the service you have received, you may wish to make a complaint. GHA respect and accept the principles of dealing with complaints and have established a formal system to deal with complaints. All matters are dealt with in the strictest confidence.

What to do
Step 1
You should first raise any complaint with your Housing Officer either verbally or in writing. The Housing Officer shall attempt to resolve the matter as quickly as possible and reply to you in writing within 5 working days.

Step 2
If the matter has not been resolved, and the Association receives a further complaint, either verbally or in writing, the complaint shall be referred to the Senior Officer. The Senior Officer shall liaise with the appropriate Housing Officer to obtain all relevant details. The Senior Officer shall reply to you within 10 working days

Step 3
If you are still not satisfied, a further written complaint may be made to the Association’s Management Committee, and the Chairperson will reply to you within 10 working days.

Step 4
At this stage if you feel that the problem has not been satisfactorily resolved, you may take your complaint to the Department for Social Development (Housing Associations Branch).

Department for Social Development
Housing Associations Branch
Complaints Section
10th Floor River House
48 High Street
BELFAST
BT1 2DR