Service you can expect
You can expect high service standards from us when you are looking for somewhere to live.
Customer contact
We will:
- treat you fairly and courteously at all times
- listen carefully to your enquiry and take note of what you say
- try to get it right first time and solve your enquiry when you first ask us – if this isn't possible we will let you know what will happen next
- make appointments within 5 working days, or 24 hours in the case of an emergency
- see all pre-booked appointments within 15 minutes
- provide a translation service, if needed
Housing options
We will:
- make sure you have access to the online housing options assessment questionnaire
- give you information that enables you to make informed choices, in deciding what options are best for you
- try to prevent homelessness in this first place – for example, by working with specialist agencies or negotiating with your landlord
- provide an action plan that will help you take steps to prevent homelessness
Homeless assessment
We will:
- give you an appointment in 2 working days if you're at risk of being made homeless within 56 days
- see on the same day if you're homeless due to an emergency
- provide ongoing support – such as applying for benefits and linking you with support agencies – if you are placed in temporary accommodation
- assess your homeless application and make a decision within 33 working days - we will explain clearly why if are not able to do this
- inform you of our decision in writing and explain the reasons for our decision
- offer you a follow-up interview once you've been given a decision
- work with you and other agencies to make sure you have the best start if we've offered you long-term accommodation and you need support to maintain your tenancy
Checking how we do
We will know we are achieving these standards because we will:
- follow through complaints and take action to stop problems happening again
- review our service delivery and make improvements through yearly planning and appraisals
- consult with service users to make sure we give an effective and relevant service
- regularly check our performance