Temporary Accommodation TeamStandards of Service

This leaflet will provide you with an explanation about theservice standards we aim to maintain and you should expectfrom the Temporary Accommodation Team ensuring we offer

the best standard of service at all times.

‘Our Commitment toCustomer Service’

The Supported Housing Team is committed to providing a highquality customer care service that is readily available and easilyaccessible to all service users.

The Temporary Accommodation Service promotes a safe, secureand supportive environment for all temporarily housedhouseholds. Our aim is to promote independence and choicethrough quality temporary housing care and support.

Our targets for responding to your enquiryAs part of our commitment to customer care we aim to:

� Respond to all service users facing an urgent housing supportissue on the day.

� Respond to all non urgent approaches for assistance andsupport within 3 working days.

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

� We will ensure any other identified agency support is in placewithin 28 days.

� Answer all telephone calls within 3 rings.� Respond to letters, faxes and e-mails within 10 working days,

or give an explanation for any delay and an indication ofwhen the query will be resolved.

The service you can expect from our teamAll members of the team that you come in contact with whetherface to face or via the telephone will identify themselves byproviding you with their name and contact details. Should youhave to wait to see or hear from a member of the team you willbe told who that person will be and when they are likely to see orcontact you.

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

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

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

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

Interview facilities and particular needs The interview facilities and toilets within the Customer ServiceCentre are accessible in accordance with the requirements of theDisability Discrimination Act. One room is fitted with a fullyintegrated induction loop system suitable for the hard of hearing.One room has a conference telephone that provides over thetelephone interpretation assistance. You may also if you prefer,request to see a female or male member of staff.

Clear outcome to your enquiryFollowing any contact made with the team you will be given aclear indication of any action to be taken and should feelcomfortable to ask if you are unsure about the service provided orthe next step to be taken. You will also be entitled to receivewritten clarification of any housing support provided.

The information resources we offerA directory of services and homelessness/housing adviceinformation leaflets are published and displayed regardingservices on all notice boards, at the City Offices Customer ServiceCentre or via the website www.winchester.gov.uk. Our websiteand notice boards will be kept up to date with useful informationabout the services we provide.

Providing information in the right formatWe will always use simple language and explain anything thatyou do not fully understand. Please let us know whether you needany of the following and we will arrange this for you:-

� LARGE PRINT

� BRAILLE

� AUDIO TAPE

� Documents translated into other languages

� Signers present at interviews

� Interpreters present either on the telephone or at interviews

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If you have any of these or other needs please contact youridentified Supported Accommodation Manager. Alternatively youcan contact the Customer Service Centre for assistance either by:-

� telephone: 01962 840 222 or

� email: customerservice@winchester.gov.uk

� text: 07797 877 004

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

We make every effort to deliver a high standard of servicedelivery to all our service users. However even in the best runorganisation things can go wrong and you may not be satisfiedwith the service you receive.

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

Housing Services ManagerLandlord ServicesCity Offices,Colebrook Street, Winchester, SO23 9LJ

Telephone: 01962 840 222

Text: 07797 877 004

Fax: 01962 841 365Telephone calls maybe recorded.

Email: housing@winchester.gov.uk

Website: www.winchester.gov.uk

Alternatively you can request the ‘How to Complain’ leaflet whichincludes a complaints form and explains the complaints procedurein full.

All complaints are treated confidentially and with discretion.

Help us to improveWe are always looking to improve standards and would welcomeany constructive advice or suggestions as to how we can improvethe service offered.