The Resident Advocate (Ombudsman) serves as a neutral and impartial intermediary to help resolve concerns or disputes involving RRHA’s Public Housing and Housing Choice Voucher Programs.
The Resident Advocate may also assist community members, business owners, or partner organizations seeking clarity or resolution on issues related to RRHA operations and services.
Process
A concern has a greater chance of being resolved when all parties are willing to work collaboratively toward a solution.
Work to Resolve the Matter with RRHA Staff or Management
Before reaching out to the Resident Advocate (Ombudsman), individuals are encouraged to:
- Submit their concern to the appropriate RRHA department or property management office.
- Allow sufficient time for staff to respond.
- Keep copies or notes of any communications and responses received.
This documentation will help the Resident Advocate conduct a thorough and fair review of the issue.
Contact the Resident Advocate
The Resident Advocate (Ombudsman) should be contacted after all reasonable attempts to resolve a matter directly with RRHA staff or management have been made.
Residents and members of the public may contact the Resident Advocate by completing the online form or by emailing ombudsman@rrha.com.
Response from the Resident Advocate
Upon receipt of a complaint or inquiry, the Resident Advocate (Ombudsman) will acknowledge receipt and determine the appropriate next steps. Depending on the nature of the concern, a follow-up response may come from RRHA staff or the Resident Advocate (Ombudsman) directly.
Each case will be reviewed objectively by:
- Gathering relevant information from all involved parties,
- Reviewing applicable RRHA policies, procedures, and regulations, and
- Providing fair findings, recommendations, or referrals where appropriate.
The complaint review process will be administered with fairness, patience, courtesy, dignity, and respect to all involved parties.
Please note that due to confidentiality laws, the Resident Advocate cannot disclose findings or decisions related to specific individuals or personnel matters. The report of findings represents RRHA’s final step in the internal complaint resolution process, and while every effort is made to achieve a fair outcome, the final determination may not always align with the complainant’s desired result.
Authority of the Resident Advocate
The Resident Advocate (Ombudsman) is authorized to engage with all levels of RRHA management to facilitate the resolution of concerns or disputes. However:
- The Resident Advocate cannot intervene in matters under active litigation or formal appeals filed against RRHA.
- The Resident Advocate does not provide legal advice, though referrals to legal or advocacy resources may be offered when appropriate.
- The Resident Advocate cannot overturn court decisions or make legal determinations.
- The Resident Advocate’s report of findings constitutes the final step in RRHA’s internal complaint review process.