At M.A.T.C.H. the staff would like to work with you wherever possible to resolve any problems or concerns you may be having in your tenancy. If however, you don’t feel as though you can resolve these issues with your Housing Manager, or the CEO, you have the right to lodge an appeal or grievance with the Grievance Committee.
We want to find workable solutions for any problems you may have with M.A.T.C.H. regarding decisions and actions during your tenancy. The steps to take if you have a complaint are outlined below:
Discuss the issue with your Housing Manager
If the issue is not resolved, you may seek a meeting with the CEO. This meeting should take place within 7 working days of the complaint being made.
If the issue is still not resolved, you will be advised to write to the Secretary of the Management Committee. Your complaint will then be forwarded to the Grievance Sub-Committee who will in turn make contact with you to deal with your issue. This meeting should take place within 7 working days of the complaint being received.
If the issue is still not resolved, you have the right to access support to undertake a grievance process outside of M.A.T.C.H. Please contact your local Tenancy Advice and Advocacy Service which is listed in the ‘Useful Telephone Numbers’ section.
Please note that decisions made as a result of your ineligibility for housing with M.A.T.C.H. are not appealable and will not be heard by the Grievance Sub-Committee.
‘to provide a comprehensive service that caters for a broad variety of housing needs delivered in a socially just manner.’