Customer standards

Housing options

Our housing options team is committed to providing a high quality and readily available customer service that is easily accessible to all service users. We aim to provide a sensitive and responsive service which gives good quality advice, help and support to people who are homeless or threatened with homelessness and, where appropriate, to get good quality accommodation. To do this, we aim to:

• Respond to all service users facing an immediate homelessness situation on the day by offering a housing options interview
• Ensure that no one waits more than 45 minutes to be seen
• Offer a private interview room on request
• Respond to letters, faxes and emails within five working days or give an explanation for any delay and an indication about when the query will be resolved
• If, as part of a housing options interview, detailed advice or information is given, confirmation or follow up will be provided in writing within three working days
• Make a decision on all homelessness applications within 33 days
• Complete reviews on homelessness decisions within 56 days
• Provide an out of hours emergency service to people who become homeless at night or at the weekend.

Housing waiting list and allocations

Our housing waiting list and allocations service is committed to providing a high quality service that is easily accessible to all service users. We help allocate social housing, including Council and housing association homes, to people on our housing waiting list. To achieve this, we aim to:

• Process all applications for the housing waiting list within 20 working days
• Following assessment of an application for the list, provide in writing the outcome, including band, estimation of waiting time and other housing options available
• Ensure applicants who need support with the LetSelect process are identified and provided with appropriate advice and help
• Assess applications for additional priority on the housing waiting list as a result of medical or welfare reasons within eight weeks of all information being received
• Respond to letters, faxes and emails within five working days or give an explanation for any delay and an indication of when the query will be resolved

Please contact us on 01329 236100 or e-mail:customerservicecentre@fareham.gov.uk