Temporary Accommodation Service Standards
We will:
- have a user-friendly public office, with a clean and tidy reception.
- provide up-to-date information that is clear and easy to understand.
- have clear signs and display our opening hours in our office.
- provide a private interview room if you ask.
- ensure that the information you give is dealt with in a confidential way. If we need to share information, we will get you permission to do this when required.
- respect your privacy, customs and culture.
- comply with the Data Protection Act and Freedom of Information Act.
On the phone
We will:
- answer the phone within five rings whenever possible
- give our name when we answer your call so you know who you are speaking to
- deal with your enquiry or complaint on the spot if we can
- tell you what we can do and when, or tell you why we can’t help (if we can’t help immediately, we will try to tell you who can)
- if we can’t help immediately, we will phone you back within one working day.
Face to face
We will:
- provide private interview rooms
- keep waiting times to less than 30 minutes wherever possible
- give you an estimate of how long you will have to wait to see a duty officer
- wear identification badges
- help you to fill in forms if you need help
- show you identification if we need to visit you in your own home.
With letters and e-mail
We will:
- answer your letters and e-mails within 10 working days of receiving them, or keep you updated if an answer will take longer
- make letters clear and easy to understand
- arrange for letters to be translated, interpreted over the phone, or made available in large print or Braille.
Contacts
Name: Temporary Accommodation Service
Address: 1 Cockburn Street, Edinburgh EH1 1BJ
Tel: 0131 529 7125
Fax: 0131 529 7502
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