Decision - Customer Access Phase 3 - Customer Service & Access strategy for Housing & Social Inclusion

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Customer Access Phase 3 - Customer Service & Access strategy for Housing & Social Inclusion

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Decision Maker: Housing Cabinet Member Meeting

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes

Purpose:

This report updates Housing Management Consultative Committee on the review of customer access arrangements for the Housing Management Service and presents the Housing & Social Inclusion Customer Service and Access Strategy for consideration by committee members.

Decision:

(1) That the Customer Service and Access Strategy that is presented with the report as Phase 3 of the Customer Access Review, be approved. Key areas for action within the strategy include:

(a) Promotion and support for customers to use more effective methods for accessing housing information and services in line with council-wide ‘Improving Customer Experience’ work and our corporate Channel Shift Strategy.

(b) Consultations with staff on staffing structure to support proposed new customer access arrangements and service improvement.

(c) Consideration of opportunities for further office moves and best future use of some housing offices – notably Manor Place Housing Office and Victoria Road Housing Office.

Report author: Ododo Dafe

Publication date: 19/10/2011

Date of decision: 19/10/2011

Decided at meeting: 19/10/2011 - Housing Cabinet Member Meeting

Effective from: 27/10/2011

Accompanying Documents: