Service Standards - Housing Needs Team

The following applies to our customers:

• Once registered at reception in St Aldates Chambers our duty options  officer will offer you an interview within an hour of your arrival.
• This interview will usually take between 20-30 minutes.
• We will discuss with you alternative ways of meeting your housing need and you will need to make decisions on the choices available.
• We will provide advice and guidance to any customer in housing need.
• You may be offered an extended Options Interview to further explore your housing need.
• As part of the Options interview we will assess your application for housing assistance under the homelessness criteria.
• We will process a review of a homeless decision within 8 weeks of receipt of a written request to undertake a review. This can be extended by mutual agreement.
• You may apply for housing through the Council's General Register or make any application to transfer from your existing tenancy.
• We will process your housing or transfer application within 14 days.
• Customer Services Officers will help you complete any application form required by the Council.
• We may visit your current home to confirm any details you have given the Council on your application.
• We will provide assistance, as necessary, to enable you to use the Choice Based Lettings scheme.
• We will provide you with information to enable you to assess your chances of making a successful bid for social housing.
• We will work in partnership with other social housing providers to let empty homes as soon as possible.
• We will offer any person to whom we have accepted a statutory homeless duty accommodation that is suitable to their housing needs and reasonable to offer according to their circumstances.
• If you feel this standard has not been met you may follow the Council's Complaints procedure as set out on our Complaints page.

Page last reviewed 21 Sep 2010