The aims of the service are to prevent homelessness, reduce the number of households in Bed and Breakfast temporary accommodation, and attempt to ensure that all households have access to a warm, suitable, affordable and decent home.
Our commitment to customer service
We:
- Provide general housing advice and signpost people to independent specialist advice. Where appropriate we will help you to make a homeless application.
- Arrange and inspect temporary accommodation for homeless people
- Secure the possessions of homeless households where this is necessary
- Provide an emergency out-of-hours service to ensure access to the service 24-hours a day, 7 days a week
- Work with Housing Associations to find permanent accommodation for homeless people
- Refer vulnerable people for housing support services to help them maintain appropriate accommodation
- Advise people of their legal rights, and liaise with the Councils Housing Standards Team in suspected cases of illegal eviction or harassment
- Work with other agencies to find out more about clients housing and other needs
- Nominate people from the Housing Register for vacancies in Housing Association properties
- Produce a regular newsletter to keep you informed of Homelessness issues and the extent of Homelessness within the Borough.
Standards of customer service
We will:
- Be helpful & courteous, responding to requests with a positive and realistic attitude.
- Carry out a formal confidential interview with all homelessness applicants within 3 working days.
- Interview you at a convenient location if you are unable to come to the office or arrange free transport for you to travel to our office.
- Tell you if we cannot help, explain why and direct you to someone who may be able to help
- Actively seek the views of Homeless people on our service and any improvements we can make.
- Ensure our staff are trained and competent to provide an effective service
- Maintain weekly contact with clients we place in Bed and Breakfast accommodation.
- Admit when we have made a mistake, and do our best to put things right
- On average answer all telephone calls within 5 rings (this may at times be a recorded message)
- Reply to all letters within 10 working days of receipt
If things go wrong
We have a commitment to put things right as quickly as possible and will respond to complaints in accordance with the Councils Complaints Procedure.
If you are unhappy with the service you have received, or would like a review of your homeless decision, please contact:
Erika Grunert
Housing Manager
Tel: (01287) 612457
E mail: erika_grunert@redcar-cleveland.gov.uk
You can help us
Your comments, suggestions or criticisms on how our service is performing are welcomed. They will help us shape our future plans and actions and help us improve the service we provide.
If you receive a user questionnaire from us please take the time to complete and return it in the envelope provided. Your feedback will help us make service improvements.
When you contact us with an enquiry or complaint, please provide full details. Always give your name, address and telephone number to enable us to keep you fully informed.
How to contact us
For further advice, information or to report a complaint, you can contact the Housing Advice & Information Service at:
Housing Advice & Information Service
Redcar & Cleveland House
Kirkleatham Street
Redcar
TS10 1RT
To make a personal appointment with a Homelessness Prevention or Homelessness Officer, please telephone: (01287) 612444 or (01642) 774774 or email: housing_clientservices@redcar-cleveland.gov.uk
Appointments may be arranged at the following venues and times:
Monday from 9.30am - 4.00pm
Tuesday - no appointments
Wednesday - no appointments
Thursday from 1.00pm - 4.00pm (Grangetown only)
Friday from 9.00am - 3.00pm
In an emergency outside normal office hours, please telephone: (01642) 771300.
Download:
The information on this page is also available as a leaflet.
Housing_Client_Services_leaflet.pdf (99KB)
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