1. Record the recurring problem
Describe specific facts: what happened, where, when, how often and who is affected.
- photos or video without unnecessary personal data
- dates of earlier reports and staff responses
- signatures or written confirmation from residents
- impact on health, safety, privacy or basic needs
2. Show that the problem is systemic
In publication 2026/082, the National Ombudsman and Ombudsman for Children identified reception locations unsuitable for long stays, lack of privacy and facilities, forced moves and unclear complaint routes. State which indicators recur at your location and how many people are affected.
3. Address the municipality
In publication 2026/052, the National Ombudsman expressly stated that outsourcing location management does not remove the municipality’s responsibility for handling residents’ complaints.
4. Make verifiable requests
Request a written response and plan.
- confirmation and a case number
- the responsible officer
- an inspection or resident meeting
- temporary and permanent measures
- implementation dates
5. Monitor follow-up
Keep the submission, attachments and delivery confirmation. If the municipality’s internal procedure brings no result, identify the competent municipal or National Ombudsman. This does not replace an objection or court appeal.
FAQ
Must every resident sign?+
No. Several confirmations can still demonstrate that the issue is collective.
Does a collective complaint replace an objection?+
No. An individual decision and its appeal deadline must be assessed separately.