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31 <br /> 14 <br /> the complaint after the following actions have <br /> been undertaken by the agency. <br /> (a) If attempts at telephonic (where available) <br /> and personal contact have been unsuccessful, <br /> the State or local agency must send a letter <br /> by regular and certified mail-return receipt <br /> requested. The agency' s letter gives the <br /> complainant at least 10 days from receipt of <br /> the letter to provide the needed information <br /> or contact the agency investigator. The case <br /> should not be closed administratively because <br /> the complainant does not respond within the <br /> ten-day period. A repeated history of <br /> complete failure to return calls or respond <br /> to requests may serve as a basis for such a <br /> closure if there is a documented history of <br /> these problems and the complainant has been <br /> given written warning that such failures <br /> might result in the closure of the case. <br /> (b) The certified-return receipt requested and <br /> regular letters must be claimed by the <br /> complainant or by someone at the <br /> complainant' s address . If the letters are <br /> returned as unclaimed, the State or local <br /> agency must attempt to contact the <br /> complainant by telephone and document such <br /> attempts . <br /> (c) If the complainant' s cooperation cannot be <br /> obtained using the above procedures, and the <br /> letters are not returned by the Post Office <br /> (i .e. , marked addressee unknown; moved; left <br /> no forwarding address, etc . ) , the complaint <br /> should then be closed for failure to <br /> cooperate. A complaint may not be closed for <br /> failure to cooperate based solely on a <br /> complainant' s failure to claim certified mail <br /> or return a notarized complaint form. <br /> 2 . Documentation Required (To be mailed to HUD at <br /> the time of reporting the closure to HUD) : <br /> (a) a copy of the case chronology sheet, or other <br /> written documentation which describes or <br /> summarizes the steps taken to obtain the <br /> complainant' s cooperation. <br /> (b) evidence that at least two telephone calls <br /> were attempted, one during normal business <br /> hours and one during non-business hours . <br />