Mutual exchange policy

Review of Decision and Complaints

13.1 Any person who is not satisfied with the manner in which the council or its contractor(s) has dealt with the service they have received regarding their mutual exchange application has the right to have their case investigated via the council’s complaint procedure.

13.2 Any person who has had their request for a mutual exchange refused may request that the decision be reviewed. The tenant should contact the Neighbourhood Team Leader within 14 days of their decision letter. The review will be completed within 14 days (10 working days). If the refusal decision still stands after the review and the tenant is not satisfied they can write to the Neighbourhood Manager for a final appeal. If the other landlord refuses the application, it is down to their tenant to challenge the decision.