About the Homes and Communities Agency
Homes and Communities Agency (HCA) is the national housing and regeneration agency for England. HCA was formed from the amalgamation of English Partnerships, the investment arm of the former Housing Corporation (which ceased to exist in December 2008), and the Academy for Sustainable Communities and is responsible for major delivery programmes for the Department of Communities and Local Government.
HCA’s role is to create opportunity for people to live in high quality, sustainable homes by providing funding on behalf of Government, for affordable housing. By also bringing derelict land back into use, its aim is to improve standards for the physical and social environment.
The HCA is governed by a Board of 11 members, appointed by the Secretary of State for Communities and Local Government. The Board is responsible for the strategic oversight of its performance and governance.
HCA’s Chief Executive, Sir Bob Kerslake is HCA's Accounting Officer. He is responsible to Parliament for ensuring public funds are properly used and is also subject to scrutiny by the National Audit Office and can be called before the House of Commons Public Account Committee.
Complaints
How to make a complaint
If you are dissatisfied with the service offered by HCA, you can make a complaint in writing, by letter, fax, email, telephone or in person. If the complaint is particularly complex, HCA suggests that it should be put in writing wherever possible.
In the first instance, complaints should be directed to the member of staff with whom you have been dealing. This will give them an opportunity to explain what actions have been taken and to try to sort things out with you. If you would prefer, you can ask the member of staff for the name of their line manager and direct your complaint to them. HCA’s target for replying to complaints is 15 working days from the date of receipt. If it is not possible to give you a full response within this time – for instance because detailed investigation is required – HCA will provide an interim response telling you what is being done to investigate your complaint, when you can expect the full response and from whom.
Types of complaint
Amongst the complaints that HCA might consider are:
- delays or dissatisfaction with a response provided;
- discourtesy or rudeness or failure to recognise and correct mistakes;
- allegations of unlawful discrimination made in respect of the HCA’s activities;
- dissatisfaction with the way land, property and other assets are maintained;
- dissatisfaction with the response for a request for services to be provided in a different format.
An example of complaints that HCA cannot consider are:
- Complaints made about regulatory decisions by the Tenant Services Authority;
- Complaints against individual housing associations which should be directed to the housing association in question in the first instance and subsequently to the Housing Ombudsman Service;
- Complaints against local Councils which should be directed to the Council concerned and subsequently to the Local Government Ombudsman.
If you are dissatisfied with the response you receive at the first stage of the complaints process you should refer your complaint to:
The Complaints Officer
Homes and Communities Agency
110 Buckingham Palace Road
London SW1W 9SA
Email: complaints@hca.gsx.gov.uk
The Complaints Officer will report to the Chief Executive and senior Directors who will then respond to the issues raised. The Complaints Officer will acknowledge receipt of your complaint within five working days of receipt and will respond to you within 20 working days. If the investigation into your complaint takes longer, you will be kept informed of progress.
Stage 3 of the complaints process is referral to the Independent Complaints Reviewer.