Housing Hub Service Standards
The Housing Hub is a dedicated team of housing specialists who provide housing guidance and support from several different channels, including by phone, email and in person at receptions and surgeries across the different towns.
We are committed to:
- resolving your enquiry the first time you contact us
- where we are unable to resolve your enquiry, we will make an appointment for you or refer you to the appropriate team
- supporting you with accessing and understanding information
- acknowledging your emails within 3 working days
- responding to your online enquiries within 3 working days
To meet our commitments, we will:
- ensure all officers are trained in appropriate areas for their role
- provide a training plan for new team members
- provide regular refresher training to the team
- ensure officers are aware of any changes to the services that they advise on
- always provide a service consistent with the customer service standard
- ensure all avenues of contact are sufficiently staffed for the number of customers
We ask you to:
- confirm a few details when you contact us, so we know we are speaking to the right person
- provide us with as much information as possible relating to your enquiry
- allow us the opportunity to try and resolve your enquiry
- use online services where you can, to help keep other avenues free for the most vulnerable customers
- tell us when you need support accessing online services
To measure and improve our service we will:
- set targets for resolving enquiries we receive at the first point of contact - current target is 80%
- carry out regular meetings with officers to identify training needs
- consider the reasons for your contact to identify whether there were any failings with the service that we or other teams provided
- send you a satisfaction survey following your contact with us to hear your feedback