Housing Board helpline for faster redressal of complaints

The Kendra will not only enable complaints to be registered through telephone from any part of the country,it will also keep complainants updated on the status of redressal. The complaints should be related with properties and services in UPHDB housing schemes across the state.

Housing Commissioner Deepak Kumar said: “The service of Jan Suvidha Kendra will begin on Friday. It will enable the public to register their complaints and get it redressed free of cost without having to visit the Housing Board office.”

A control room has been set up in Lucknow where complaints will be received from 10 am to 5 pm on a toll free number — 1800180533. Complainants could also call on 0522-2236803 but that will not be a toll-free number.

According to the process,a complainant will call on either of these two numbers. His call will be recorded at the control room using a voice recorder. The complainant will immediately be given a Unique Complaint Number. The official concerned,who will take up the matter,will receive the complaint number,name and address of the complainant through SMS and email.

Similar details will also be intimated to his immediate head so that progress on complaint redressal can be regularly monitored. As soon as the official reads the text message,the complainant will be intimated through phone calls and text messages.

The official will then contact the complainant for any further details. After the problem is addressed,the official will inform the complainant and the control room,which will later cross-check with the complainant.

The UPHDB has divided the complaints according to their nature in categories A,B,C,D and T. Complaints under ‘A’ category will be redressed within 24 hours,‘B’ within a week and ‘C’ within three weeks. There will be no fixed time period for ‘D’ category complaints. Urgent complaints that need immediate redressal will be listed in category ‘T’. “In T category,certain hours will be fixed for the faster redressal of complaints,” said an official.

The complaints will also be categorised according to their nature,like property,engineering and accounts. If any complaint is regarding refund,it will be referred to the accounts section.

A complainant could check the status of his complaint on the Kendra website by searching through the complaint number,his contact number and the date of registration of the complaint.

The UPHDB has got the software of Jan Suvidha Kendra developed from the National Informatics Centre (NIC),Jhansi. A few weeks ago,the NIC had made a presentation of the software before UPHDB officials in Lucknow. It has also trained the Housing Board staff how to operate the Kendra and its control room.