The Harris County Community Services Department (HCCSD) has a systematic appeal and complaints process so that applicants and participants have recourse when they feel HCCSD, its vendors or any of its Project Recovery programs have made an adverse determination of eligibility, benefits or award/offer amount.
A complaint or appeal must be submitted as outlined below:
Complaint Process
Complaints are to be submitted in writing, or in person at the main CSD office, or by phone by contacting CSD at 832.927.4700 and will be responded to within 15 business days of the receipt of the complaint.
Mailing Address for Project Recovery Program Complaints:
Harris County Community Services Department
8410 Lantern Point Dr.
Houston, TX 77054
Attn: Appeals Coordinator
Phone: 832.927.4700
Email: hrc@csd.hctx.net
Business Hours:
Monday through Friday, 8 a.m. to 5 p.m.
Appeals Process for All Project Recovery Programs Except Post Disaster Relocation and Buyout Program
Applicants have the right to file an appeal regarding their award within 10 days of the date on the face of the determination letter. After 10 days, the status is final and can no longer be reviewed. Appeals must be in writing in order to be valid. The final decision will be sent to the applicant in an Appeals Decision Letter. If the decision is unsatisfactory, applicants may further appeal to the Texas General Land Office (GLO), whose contact information can be found below.
Appeals Process for Post Disaster Relocation and Buyout Program
An aggrieved acquisition/buyout participant may file a written appeal with HCCSD in any case in which the participant believes that the Project Recovery Staff has failed to properly consider their application for assistance under the Uniform Relocation Act (URA) and program guidelines.
The participant must file the appeal in writing within 60 business days after receipt of the determination letter. After 60 days, the status is final and can no longer be reviewed, except for reasonable accommodation requests, which will be reviewed on a case-by-case basis. A determination will be sent to the participant in an Appeals Decision Letter. The participant may accept the decision, seek judicial review of the decision, or request a review by the Texas General Land Office (GLO). The GLO will only review an appeal after the participant has exhausted Harris County remedies.
To review the complete Post Disaster Relocation and Buyout Program Appeals Process, please see Attachment B of the Program Guidelines.
Mailing Address for Harris County Project Recovery Program Appeals:
Harris County Community Services Department
Attn: Appeals Coordinator
13105 Northwest Freeway, 4th Floor
Houston, Texas 77040
Business Hours:
Monday through Friday, 8 a.m. to 5 p.m.
Phone:
832.927.8301 (Spanish operators available) and for TTY users call 771
Email:
DR.Hotline@csd.hctx.net (Spanish operators available)
Anonymously to hrc@csd.hctx.net; ATTN: Appeals
General Land Office (GLO)
GLO Appeals Information
Complainants and appellants should initially contact their local jurisdiction (Harris County Community Services Department) in accordance with their local policies and procedures for customer complaints. However, should the complainant or appellant not be satisfied with the outcome of their process with HCCSD, they have the right to escalate the complaint or appeal to the Texas General Land Office (GLO). The GLO will provide a timely response. The response will be provided within 15 working days of the receipt of the complaint or appeal, if possible.
GLO Mailing Address
ATTN: GLO-CDR
Texas General Land Office
PO Box 12873
Austin, TX 78711-2873
GLO Email Address
cdr@recovery.texas.gov
GLO Telephone
844.893.8937 or 512.475.5000