Finding somewhere to live

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