Filing a Complaint or Appeal

If a homeowner, contractor, city, county, housing authority, or other entity would like to file an appeal, then the following steps should be followed.

Step 1:
•    Submit a 1st level appeal to the entity that issued the ineligibility, award type, or award amount (vendor/sub-recipient).
•    The appeal must be sent via email, mail, or online form within 10 business days of receipt of the ineligibility, award type, or award amount.
      Date of receipt is determined using the certified mail delivery date or the date the appellant confirms they received the ineligibility, award type, or award amount via phone or email.
•    The vendor/sub-recipient will confirm receipt of the 1st level appeal within 5 business days of receiving it.
•    The vendor/subrecipient will send a written determination denying or overturning the appeal request within 10 business days of confirming receipt.
•    If an appeal requires additional time for review, then the vendor/subrecipient will provide regular progress updates to the appellant until a final determination is issued.

Step 2:
If a 1st level appeal is denied and the appellant would like to submit a 2nd level appeal, then they may submit it directly to GLO-CDR.

•    The appeal must be sent via email, mail, or online form within 10 business days of receipt of the 1st level appeal denial.
•    Date of receipt is determined using the certified mail delivery date or the date the 1st level denial is confirmed via phone or email.
•    The GLO will confirm receipt of the 2nd level appeal within 5 business days of receiving it.
•    The GLO will send a written determination denying or overturning the appeal request within 10 business days of confirming receipt.
•    If an appeal requires additional time for review, then the GLO will provide regular progress updates to the appellant until a final determination is issued.
 

GLO-CDR Project Complaint Process

If a citizen has a complaint regarding a GLO-CDR project, then the following steps should be followed.

STEP 1
•    Submit a complaint to the entity that is carrying out the project (vendor/builder/sub-recipient like a city, county, public housing authority, or council of government).
•    The vendor/builder/sub-recipient will confirm receipt of the 1st level complaint within 5 business days of receiving it.
•    The vendor/builder/sub-recipient will send a written resolution to the complaint within 10 business days of confirming receipt.
•    If a complaint requires additional time for review, then the vendor/builder/sub-recipient will provide regular progress updates to the complainant until a final resolution is issued.

STEP 2
•    If a complainant is not resolved at the 1st level and the complainant would like to submit a 2nd level complaint, then they may submit it directly to GLO-CDR.  
•    The complaint must be submitted via phone, email, mail, or online form.
•    The GLO will confirm receipt of the 2nd level complaint within 5 business days of receiving it.
•    The GLO will provide a response deadline of 5 to 30 business days, depending on the severity of the complaint.
•    The GLO will send a written resolution to the complaint by the established deadline.
•    If a complaint requires additional time for review, then the GLO will provide regular progress updates to the complainant until a final resolution is issued.

Program Complaints:
For program complaints, it is recommended to exhaust the local jurisdiction or vendor’s complaint process first. Contact the entity that is managing the grant and/or program (may include a city, county, public housing authority, council of government or vendor).

•    The local jurisdiction or vendor must have written citizen complaint procedures that provide a timely written response to complaints and grievances.
•    Citizens must be made aware of the location, days, and hours when copies of the plan are available.

Local Jurisdiction or Vendor Complaints:
For complaints involving the entities that manage the program, or if you still have a complaint after the local jurisdiction or vendor has been notified, submit a complaint to the GLO-CDR directly.

•    The GLO will provide a timely response to citizen complaints. The response will be provided within 15 working days of the receipt of the complaint, if practical.
•    Use one of the four methods (form, email, phone, or mail) provided to submit your complaint to the GLO-CDR division. 
 

Complaints alleging violation of fair housing laws will be directed to HUD for immediate review. Refer to HUD’s Fair Housing and Equal Opportunity (FHEO) Complaint 
If you know or suspect someone has committed fraud, waste, or abuse related to a GLO-CDR program, then please tell us about it by completing and submitting the GLO-CDR Fraud/Waste/Abuse form.
Complaints regarding fraud, waste, or abuse of government funds should be forwarded to HUD for immediate review. Contact HUD’s Office of Inspector General directly at 1-800-347-3735 or hotline@hudoig.gov.
 

GLO-CDR is committed to providing Texans with accessible options for assistance. GLO-CDR offers the following services:

•    Language/translation assistance available by request: 512-463-5139. To request translation assistance with documents, events or other information, please leave a detailed message with your name, phone number and questions, and an interpreter will return your call with additional information.
•    TTD line for the hearing impaired: 512-463-5330
•    Texas RELAY assistance for the speech or hearing impaired by dialing 7-1-1 

Asistencia lingüística

Aquellos que no puedan hablar, leer, escribir o entender el inglés, pueden llamar al 512-463-5139 y dejar un mensaje detallado para solicitar asistencia de traducción con documentos, eventos u otra información de la Texas General Land Office (GLO). Por favor, deje un mensaje detallado con su nombre completo, número de teléfono y sus preguntas después de que finalice la voz automatizada en inglés y un intérprete le devolverá su llamado con información adicional. Gracias por comunicarse con GLO.
 

The Texas General Land Office cannot release your personal email address to non-governmental organizations without your permission.
All information maintained by a state agency is presumed to be public, subject to specific exceptions in the Public Information Act (Chapter 552 of the Texas Government Code) or other law. Any information provided may be disclosed to appropriate investigatory or law enforcement authorities.

With few exceptions, an individual is entitled on request to be informed about the information that the state governmental body collects about the individual. Under Sections 552.021 and 552.023 of the Texas Government Code, the individual is entitled to receive and review the information. Under Section 559.004 of the Texas Government Code, the individual is entitled to have the state governmental body correct information about the individual that is incorrect.
Public Information Requests (PIRs) can be submitted at https://www.glo.texas.gov/open-government/important-links-and-information/public-information-request.