Housing Choice Voucher Complaints and Intakes
Tennessee Housing Development Agency (THDA) strives to offer excellent service and respond to all of our participants as per the agency’s strategic goals. Despite our efforts, we expect to receive complaints from participants (clients and landlords) from time to time. With the above goals in mind, the following process will be followed when responding to a complaint lodged against a person, policy or process related to the administration of the Housing Choice Voucher (HCV) Program.
A complaint must be submitted in wiriting, after which it will be reviewed by the THDA central or executive management team. A written response will be provided on the THDA Complaint Response form within 30 days.
Written complaints may be emailed to hcvcomplaints@thda.org.THDA does not accept complaints outside of this process. Once a complaint has been submitted and reviewed by the central or executive management team, the complaint is closed and further THDA response on that specific complaint will not be offered.
Submitting a Complaint
Step 1: Complete the THDA Complaint Intake Form
Step 2: Email the Complaint Intake Form to:
Note: Due to the potential administrative burden, THDA does not respond individually to complaints about a general policy change or class grievance. For example, if THDA changes the payment standards, which applies to all families uniformly, THDA will not individually respond to the complaint. If a participant complains about an activity that is eligible for an informal review or hearing, the initial response at all levels (field and central) will be to explain the review/hearing procedures to the participant. If the participant chooses not to file a request for an informal review or hearing, the complaint will not be heard. Further, if an applicant or participant has a pending appeal, a complaint will not be heard regarding the issue that is pending appeal. The hearings officer may not contact or respond directly to the applicant or participant while the appeal is pending (before the review or hearing). Appeal hearings dates are mailed to the applicant or participant.
