Service Standards - Housing and Community Regeneration

We will

• Ensure that our staff have the skills and knowledge to offer accurate and easy to understand advise and assistance.
• Provide a friendly welcoming and polite service.
• Actively engage with our stakeholders to listen to and endeavour to understand the particular needs of different communities.
• To endeavour to provide services that embrace and celebrate cultural differences and that help meet the needs of different communities whether varying through race, age, gender or religion.
• Provide information in large print, audio, Braille or in languages other than English as appropriate on request.
• Be helpful and courteous, responding to requests with a positive, and realistic attitude.
• Treat everyone fairly and respect the rights and concerns of individuals.
• Act with honesty and integrity and respect confidentiality.
• Answer phone calls within five rings within normal office hours.
• Respond to e-mails and written requests, complaints and compliments within 10 working days and endeavour to resolve problems as soon as possible.
• Determine 95% of homelessness cases within 33 working days and 100% within 60 working days.
• Undertake a formal confidential interview of all homelessness applicants within 10 working days.
• To only use Bed and Breakfast accommodation for homeless households in emergency situations and in 100% of cases for no longer than 6 weeks.
• Welcome and encourage views and suggestions from our stakeholders. Please write to Andy Goldsmith at The Guildhall, Frankwell Quay, Shrewsbury, SY3 8HQ