Issue - items at meetings - Customer Access Phase 2

(1)       That the following proposals that are being considered by phase 2 of the Customer Access Review be agreed. 

            (i) A single point of contact is established for all Tenancy Management telephone calls, emails and written enquiries.

(ii) That one free phone and one local number is introduced for Repairs and Tenancy management and telecoms technology is utilised to route calls to the correct destinations.

(iii) That some Children & Young People’s Trust services are provided from the Lavender Street Housing Office as part of a co-location arrangement with  local housing area staff continuing to be based at that housing office. 

(iv) That work continues on looking at providing access to housing management services through ‘Community Contact Points’ in libraries.

58.1    The Cabinet Member considered a report of the Acting Director of Housing which provided an update on the review of customer access arrangements for the Housing Management Service and presented a number of proposals for consideration.  The Housing Management Consultative Committee was consulted on the proposals at the meeting held on 27 September 2010. 

58.2    The Cabinet Member explained that the report had been widely supported by  tenants and Members at the Housing Management Consultative Committee.  There would be an update report to a future meeting.

58.3    RESOLVED – Having considered the information and the reasons set out in the report, the Cabinet Member made the following decision:

(1)       That the following proposals that are being considered by phase 2 of the Customer Access Review be agreed. 

            (i) A single point of contact is established for all Tenancy Management telephone calls, emails and written enquiries.

(ii) That one free phone and one local number is introduced for Repairs and Tenancy management and telecoms technology is utilised to route calls to the correct destinations.

(iii) That some Children & Young People’s Trust services are provided from the Lavender Street Housing Office as part of a co-location arrangement with  local housing area staff continuing to be based at that housing office. 

(iv) That work continues on looking at providing access to housing management services through ‘Community Contact Points’ in libraries.