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Applicant Complaint Procedure: Initial applicant complaints about any aspect of service <br /> delivery, staff, program restrictions or contractor relations/workmanship may be pursued <br /> verbally or in writing to CMHP. The complaint shall be addressed by working with the <br /> contractor and the applicant to resolve the problem within two (2)weeks. <br /> Applicant Appeal Procedure: If a household is dissatisfied with the level of assistance they <br /> have received, and where an applicant complaint cannot be resolved with CMHP, CMHP will <br /> notify the applicant in writing that a written procedure for appeal is available. The appeals <br /> procedure follows these steps: <br /> 1. The applicant who wishes to appeal the initial response must submit a request for appeal <br /> in writing within thirty (30) days of the initial response. This request must state the <br /> reason(s) for the appeal and should include any information that the applicant feels is <br /> pertinent to the appeal. <br /> 2. All appeals should be addressed to: <br /> Central Minnesota Housing Partnership, Inc. <br /> 37 28th Avenue North, Suite #102 <br /> St. Cloud, MN 56303 <br /> 3. A Review Committee shall be established and made up of representatives from CMHP <br /> and the HRA. <br /> 4. If the Review Committee concurs on the findings, CMHP shall respond to the applicant, <br /> in writing, including the results of the review, an explanation of the findings and the next <br /> step the applicant can take if he/she is still not satisfied with the response. <br /> 5. If the Review Committee does not concur on the findings, the appeal will be presented to <br /> the HRA, whose written decision shall be final and presented to the applicant within <br /> fifteen (15)working days. <br /> 11. AMENDING POLICIES & PROCEDURES <br /> These policies and procedures may be amended during the course of the loan agreement, by <br /> taking the following steps: <br /> • The HRA or CMHP may recommend an addition, deletion or revision by contacting the <br /> other party and stating the proposed change and reason for the proposed change. <br /> • The proposed change will be presented, discussed and approved at an HRA meeting <br /> Policies and Procedures prepared by Central Minnesota Housing Partnership, Inc. <br /> on behalf of the HRA of Elk River. <br /> 10 <br /> 4431140 MJM EL 185-26 <br />