Housing Access for Washtenaw County
Complaint and Grievance Procedure
What is a complaint?
Customer Service Complaints: Complaints can be filed any time a client feels that they have not been treated with dignity and respect, did not receive accessible and timely services, or were met with a poor service attitude.
What is a grievance?
Grievances: Grievances can be filed any time a client feels that they were wrongly denied a service for which they believe they are eligible. Grievances involve an agency’s formal process to be resolved. Resolving grievances typically involves an investigation, and it may take time to resolve the issue. Grievances are only filed after addressing the concern with the HAWC Call Center or HAWC Assessment Agencies staff has been unsuccessful.
How to file a complainant or grievance
If your complaint or grievance is for the HAWC Call Center, the Delonis Center or SOS Community Services, please visit the link below: 
HAWC Complaints and Grievance Form
What happens after you submit your complaint or grievance?
Once the form is received by the appropriate agency, it will be reviewed within 3 business days, and a response will be sent within 2 weeks of receiving the complaint or grievance.  
Should the reply be unsatisfactory, the consumer/advocate can escalate their complaint/grievance regarding any of the above HAWC Assessment Agencies or HAWC Call Center by emailing the Office of Community and Economic Development (OCED) at the following address: HAWC@washtenaw.org