You said, we did

Housing - Homeless

26 March 2018

What you said

A resident attended the council offices for an unscheduled appointment with the Homeless Team and waited a number of hours before being seen. The complainant believes the time she waited was excessive.

What we did

An apology was provided to the complainant and it was acknowledged she waited for an extended period of time. It was explained that there are sometimes unavoidable delays in being seen depending on the number of homeless approaches on any given day and officer’s availability. However, where the officer in question is on duty, other staff members will be assigned to see the applicant.

How we expect our service to get better

Team Managers are monitoring waiting times and hope to increase the number of staff available for face-to-face appointments in order to reduce waiting times.