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Participant Grievance Policy

Housing and services providers are required to have an internal grievance procedure to handle complaints.

Overview

Program participants must try to resolve the issue by raising the grievance directly with their provider. After a participant has exhausted the agency’s internal grievance procedure, the participant can file a grievance with HSH. 

Get more details in the HSH participant grievance policy, available in: 

When to Submit a Grievance

If a participant has reason to believe they received: 

  1. Unsatisfactory services or poor treatment
  2. Discrimination occurred, and/or
  3. Program/procedure was unfair

How to Submit a Grievance

They should submit a written grievance with the following information:

  • The type of grievance they are filing (unsatisfactory services/poor treatment, discrimination, or unfair procedures)
  • Names of all relevant staff involved in the grievance
  • Agency employing the staff
  • Specific details that resulted in the grievance

Address the grievance to the Program Division Manager for Housing, Coordinated Entry, or the relevant division and send via:
 

  • By email: hshgrievances@sfgov.org
     
  • By mail or dropped off at:
    Department of Homelessness and Supportive Housing
    440 Turk Street
    San Francisco, CA 94102