Homelessness and Housing Advice Service Charter
Housing Advice Team
Our Housing Advice Team offers a comprehensive housing advice service, which is free and confidential. They will be happy to advise on any housing problem you have, and if your case warrants it, will do follow up work such as writing letters, and undertaking research on your housing problem. They will advise on average 2,500 people in a year, of whom about 1,000 will be seen for the first time.
For more detailed information on the Housing Advice Service please see "Housing Advice Service”.
Homelessness Team
The Homelessness Team deal with people applying to the Council as homeless under the law. The law which sets out how the Council has to deal with the homeless is called the Housing Act (1996) Part 7. Their job is to assess your application, which is done by interview and background investigations, and which the law requires us to do. They will also assist you if you need emergency accommodation. Finally, they will make a recommendation as to whether the Council will be able to assist, and if so, what assistance will be provided.
This is a complex area, and more information can be found here - "homelessness”.
Homelessness Warden Team
The homelessness warden team are responsible for supporting and helping people in temporary accommodation either on an emergency basis or because they have been accepted by the Homelessness Team. All of our wardens live on site, although they are responsible for a number of smaller sites as well.
More information on their responsibilities can be found in our leaflet “Homeless Accommodation”.
What are our Customer Service Commitments?
We will:
- provide an efficient and effective service at all times
- provide accurate and up to date information on the Council's policies and practices in relation to housing and homelessness
- be polite and courteous at all times
- deal with any complaint you have in an open, professional and fair manner
- regularly ask for your opinions, and seek suggestions on the services we run
- tell you about our performance standards and how well we meet them
- reply to your letters or take necessary action on them within 2 weeks
- answer the telephone within 3 rings
- see you within 5 minutes of your appointment time.
For users of the Housing Advice Service
- guarantee an appointment within 10 working days
- deal with emergency cases within 1 working day.
For users of the Homelessness Service
- make a decision on your case at the earliest possible date
- guarantee an appointment within 5 working days if you are threatened with homelessness (sooner if you will be homeless within the 5 days)
- guarantee you a same date appointment if you are actually homeless.
For users of the Homelessness Warden Team
- deal with requests for assistance within 5 minutes during office hours, if your hostel has 24 hour cover
- If you live in any other type of temporary accommodation we will visit you at least once a week
- if you live in a Council or Housing Association dwelling let to you as temporary accommodation to visit you at least once a month.
How we let you know about our performance
We tell you whether we are meeting our targets by publishing them in the Housing Reception, and at our main temporary accommodation sites. In addition we will publish in the offices of a number of voluntary sector organisations with whom we work.
We can also send them to you upon request, at the Housing Reception or by telephone 01438 242444.
How we can help if you have special needs
We will:
- interview you at a convenient place, if you are unable to come to our office
- ensure that you only see a female officer if you prefer
- arrange for an interpreter if necessary
- provide audio tapes of our leaflets for people with visual problems
- provide wheelchair accessible offices and facilities
- make appropriate arrangements for people with hearing difficulties.
What we can do if things go wrong
We aim to provide an efficient and effective service at all times. However, things do go wrong and when this happens we want to put them right quickly. If you feel you have not been dealt with fairly, you can ask to see the manager, who will see you as soon as possible. However, sometimes this may not be possible and we will arrange an alternative time when you can be seen to discuss your concerns. We will seek to resolve any problems at that time.
Alternatively you can write to us OR ask the interviewing officer to record your complaint and pass this on to the manager. Should you do this, your letter will be answered by a manager within 2 weeks of it's receipt.
You may also make a complaint through the Council's official complaints procedure. Information about this can be also obtained at the Customer Service Centre at Daneshill House, telephone 01438 242242, Email csc@stevenage.gov.uk.
We promise at all times to give you an explanation of our actions, and if we have done something wrong to put it right and apologise.