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If you and the SSH can not come to some solution, you can always submit your complaint to the independent Dispute Commission. Maybe you feel that your complaint was not handled properly, or perhaps you don't agree with the solution proposed by the SSH.
SSH Dispute Commission
The Dispute Commission is made up of external experts from a variety of social organizations, and is completely independent of SSH. Having a complaint handled by the Dispute Commission is free of charge.
Who is entitled to go to the Dispute Commission?
SSH tenants, those looking for rooms, but also SSH organizations and BoKS (the SSH umbrella organization for SSH tenants/residents) are entitled to submit a complaint.
General procedure Dispute Commission
The general procedure followed by the Dispute Commission is recorded in the Dispute Commission regulations (in Dutch).
Submitting a complaint
You can either fill in this form, or write a letter to the Dispute Commission. Please explain what your complaint is, which steps you have taken with regard to SSH, what reaction you got and also why you are not satisfied. Within one week after receiving your letter, you will be sent a confirmation of receipt from the Dispute Commission SSH stating further procedures. If you have not yet submitted your complaint to the SSH, or if SSH is still busy trying to solve the problem, the Dispute Commission will first refer you back to the SSH.
Hearing both sides
When the Dispute Commission takes your complaint into consideration, it asks SSH to explain their side of the story. They will also ask you to come and elucidate. If you wish, you can bring someone to help you. Within a minimum of seven days you will receive an invitation for this closed meeting, which will be attended by at least two Commission members.
The verdict
The Commission will advise SSH management of the result of their deliberation within four weeks after the complaint was attended to. You will receive a copy of this. Although their advice is not binding, the management will have to come up with some powerful arguments if they do not follow this advice (within two weeks). SSH will inform you whether or not they have taken the proferred advice.
Are all complaints dealt with?
It is not always possible to be heard by the Dispute Commission, because certain conditions must be met before it can deal with your complaint.
For instance, the Dispute Commission will only agree to deal with a complaint if it was handed into the SSH in writing, and if in turn, the SSH also reacted to the complaint in writing. If more than a month has passed since you submitted your complaint in writing, and you have still not received a reply, you are entitled to go to the Dispute Commission. Then you have to make sure that you submit your complaint to the Dispute Commission within a reasonable amount of time. To be precise: within two months after a written reaction from SSH, or within three months if SSH has not reacted at all.
Some complaints do not belong within the domain of the Dispute Commission. An example would be a disagreement about the proposed rent increase. The Dispute Commission will tell you where you can get help, in this case it would either be the Rent Commission (Huurcommissie) or a court of law. Complaints that have already been dealt with by another organization are not part of the Dispute Commission's domain either.
If your complaint is in connection with the allocation of accommodation via WoningNet, you can apply to the WoningNet Dispute Commission. If you have a complaint about accommodation allocation via WoningNet Zeist, you can apply to the WoningNet Complaints Commission in Zeist.
Postal address Dispute Commission SSH
Secretaris van de Geschillencommissie SSH
Postbus 85042
3508 AA UTRECHT
