Housing Options Service Standards

Mendip Housing Options Team is committed to providing an excellent service.

Our behaviour - we will

  • Treat you with courtesy and respect
  • Wear notification badges and will introduce ourselves to you
  • Offer a call back if you are calling the service from your mobile
  • Respond to correspondence (including email) within 5 working days
  • Continuously improve our service as a result of feedback you provide
  • Return phone calls within 24 hours

Housing Register - we will

  • Be realistic with you around the supply and demand of social housing
  • Process your application within 15 days of receiving the required mandatory information

Information and Advice - we will

  • Provide you with written comprehensive housing advice and information tailored to your needs
  • Be honest with you about barriers that you might have to retain or find accommodation

Homeless application - we will

  • Take an application from you if you are homeless or at risk of homelessness in 56 days
  • Complete an assessment within 5 days
  • If you are homeless tonight offer you an assessment that same day
  • Inform you about your eligibility for schemes to prevent or relieve your homelessness
  • Inform you any decision in writing and explain the reason for our decision
  • Inform you of your right of a review of our decision, timescale and process
  • Arrange temporary accommodation (if reason to believe eligible, homeless and Priority Need).
  • Minimise your stay in temporary accommodation by looking for a housing solution in both the private and social sector

If our service falls below standard - we will

  • Provide you with information on our complaints policy