Loading...

Complaints and Appeals Procedure

Citizen Complaint & Appeal Procedure

Citizens with complaints concerning the program or who would like to formally appeal an eligibility decision must directly inform the County of their complaint(s) or appeal in writing. Hays County takes all citizen complaints seriously. Upon receipt of a formal complaint or appeal, Hays County will respond to the complainant or appellant within 3 days acknowledging receipt of their submitted complaint or appeal. Where practicable, a written decision to the complainant will be sent within fifteen (15) to thirty (30) days; however, some cases may require additional time for the review.

Citizens complaints and appeals must be submitted in writing to:

ATTN: CDBG-DR Complaints & Appeals
Hays County Grants Department
111 E. San Antonio St., Suite 303
San Marcos, TX 78666

The County shall implement the following steps to receive and resolve all complaints and appeals: 

  • All complaints should include a description of the matter causing the grievance along with the submitting citizen's contact information including name, phone number, and mailing address. 
  • The County will respond with a letter acknowledging receipt of the complaint to the person submitting it at the address provided and will include a timeline for the County's response if available. 
  • Upon receipt of a written complaint, the County will review the matter and bring it to the Commissioners Court for resolution when necessary. The County will review the circumstances, conduct an investigation, and prepare a written report within fifteen (15) working days of receipt. The report shall include:
    • A summary of the issues/list of relevant facts
    • All documents provided by the aggrieved person
    • Any summary response from the program/project staff
    • Any documents available supporting relevant facts
    • All other pertinent file documents as required
  • A determination, to include any findings and response, completed by the County will be rendered within thirty (30) working days of receipt of the complaint. A copy of the County's determination shall be provided to the citizen submitting the complaint at the address provided. 
  • If the citizen(s) filing the compliant are not satisfied with the determination of if they have an appeal as a result of the County's decision, a written appeal may be filed within ten (10) days after the date of the mailing of the determination to the aggrieved citizen(s). 
  • The written decision of the County will be made within thirty (30) days. All appeal decisions are final with the County. 

Citizens may also submit a written appeal GLO-CDR for further consideration. The appeal must be received within ten (10) days of the County’s appeal denial (documented by the certified mail delivery date). There are two ways to submit the appeal to GLO-CDR:

ATTN: GLO-CDR — Single Family Housing

Texas General Land Office
PO Box 12873
Austin, TX 78711-2873

Suspicion of Fraud, Waste and Abuse

Complaints regarding fraud, waste, or abuse of government funds should be forwarded to the U.S. Department of Housing and Urban Development Office of Inspector General Fraud Hotline (phone: 1-800-347-3735 or email: hotline@hudoig.gov).

Fair Housing Discrimination

Person(s) who believe they are victims of discrimination in housing or other services may also contact the U.S. Department of Housing and Urban Development (HUD) to file a complaint, without first filing a grievance under this procedure, by filing a form here online: https://portalapps.hud.gov/FHEO903/Form903/Form903Start.action.

  • All complaints should include a description of the matter causing the grievance along with the submitting citizen’s contact information including name, phone number and mailing address.
  • The County will respond with a letter acknowledging receipt of the complaint to the person submitting it at the address provided and will include a timeline for the County’s response if available.
  • Upon receipt of a written complaint, the County will review the matter and bring it to the Commissioners Court for resolution when necessary. The County will review the circumstances, conduct an investigation, and prepare a written report within fifteen (15) working days of receipt. The report shall include:
  • A summary of the issues/list of relevant facts
  • All documents provided by the aggrieved person
  • Any summary response from the program/project staff
  • Any documents available supporting relevant facts
  • All other pertinent file documents as required
    • A determination, to include any findings and response, completed by the County will be rendered within thirty (30) working days of receipt of the complaint. A copy of the County’s determination shall be provided to the citizen submitting the complaint at the address provided.
    • If the citizen(s) filing the complaint are not satisfied with the determination or if they have an appeal as a result of a county’s decision, a written appeal may be filed within ten (10) days after the date of the mailing of the determination to aggrieved citizen(s).
    • The written decision of the County will be made within thirty (30) days. All appeal decisions are final with the County.
    • Email GLO-CDR at cdr@glo.texas.gov; or
    • Written letters mailed directly to GLO-CDR: