Temporary Accommodation Scheme - Standards of Service

Temporary Accommodation Team Standards of Service This leaflet will provide you with an explanation about the service standards we aim to maintain and you should expect from the Temporary Accommodation Team ensuring we offer the best standard of service at all times.

‘Our Commitment to Customer Service’

The Supported Housing Team is committed to providing a high quality customer care service that is readily available and easily accessible to all service users.

The Temporary Accommodation Service promotes a safe, secure and supportive environment for all temporarily housed households. Our aim is to promote independence and choice through quality temporary housing care and support.

Our targets for responding to your enquiry As part of our commitment to customer care we aim to: G

Respond to all service users facing an urgent housing support issue on the day.

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Respond to all non urgent approaches for assistance and support within 3 working days.

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We will work with you to develop a support plan within 7 working days of admission to temporary accommodation.

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We will ensure any other identified agency support is in place within 28 days.

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Answer all telephone calls within 3 rings.

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Respond to letters, faxes and e-mails within 10 working days, or give an explanation for any delay and an indication of when the query will be resolved.

The service you can expect from our team All members of the team that you come in contact with whether face to face or via the telephone will identify themselves by providing you with their name and contact details. Should you have to wait to see or hear from a member of the team you will be told who that person will be and when they are likely to see or contact you.

All messages left with the team will be responded to within 1 working day.

You will be treated fairly and politely at all times by all members of the team.

Confidential facilities Confidential interview facilities will be made available to you within our temporary accommodation and you will always be

offered the use of these facilities. Confidential interview facilities are also available within the City Council Customer Service Centre.

Interview facilities and particular needs The interview facilities and toilets within the Customer Service Centre are accessible in accordance with the requirements of the Disability Discrimination Act. One room is fitted with a fully integrated induction loop system suitable for the hard of hearing.

One room has a conference telephone that provides over the telephone interpretation assistance. You may also if you prefer, request to see a female or male member of staff.

Clear outcome to your enquiry Following any contact made with the team you will be given a clear indication of any action to be taken and should feel comfortable to ask if you are unsure about the service provided or the next step to be taken. You will also be entitled to receive written clarification of any housing support provided.

The information resources we offer A directory of services and homelessness/housing advice information leaflets are published and displayed regarding services on all notice boards, at the City Offices Customer Service Centre or via the website www.winchester.gov.uk. Our website and notice boards will be kept up to date with useful information about the services we provide.

Providing information in the right format We will always use simple language and explain anything that you do not fully understand. Please let us know whether you need any of the following and we will arrange this for you:G

LARGE PRINT

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BRAILLE

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AUDIO TAPE

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Documents translated into other languages

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Signers present at interviews

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Interpreters present either on the telephone or at interviews

If you have any of these or other needs please contact your identified Supported Accommodation Manager. Alternatively you can contact the Customer Service Centre for assistance either by:G

telephone: 01962 840 222 or

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email: customerservice@winchester.gov.uk

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text: 07797 877 004

How to complain We will monitor how we perform against our targets and commitments.

We make every effort to deliver a high standard of service delivery to all our service users. However even in the best run organisation things can go wrong and you may not be satisfied with the service you receive.

Housing Services Manager Landlord Services City Offices, Colebrook Street, Winchester, SO23 9LJ Telephone: 01962 840 222 Text: 07797 877 004 Fax: 01962 841 365 Telephone calls maybe recorded.

Email: housing@winchester.gov.uk Website: www.winchester.gov.uk Alternatively you can request the ‘How to Complain’ leaflet which includes a complaints form and explains the complaints procedure in full.

All complaints are treated confidentially and with discretion.

Help us to improve We are always looking to improve standards and would welcome any constructive advice or suggestions as to how we can improve the service offered.

LDS0115-28101 Nov 2008 Designed and printed by Winchester City Council’s Design, Print & WP Section

Should you have a complaint or suggestion regarding the Temporary Accommodation Service, please contact: