Service Standards

Knowsley Housing Options Service – The standard you can expect

Knowsley Housing Options is committed to providing an excellent service. Customers can expect to be treated with respect and courtesy at all times.

Our Values

Genuine: We care that we are being genuine and honest with people.
Respect: We value people’s differences and are considerate to their needs
Excellence: We enjoy being the best and encourage innovation to always improve
Achievement: We are proud to be a learning organisation and celebrate the personal development of our people
Together: We work collectively to achieve the best results

Our behaviour – we will

  • Treat you with courtesy and respect
  • Wear notification badges and will introduce ourselves to you
  • Answer incoming telephone calls within 10 seconds
  • Offer a call back if you are calling the service from your mobile
  • Respond to correspondence within 5 working days
  • Continuously improve our service as a result of feedback you provide

Information and Advice – we will

  • Provide you with written information and advice regarding housing solutions tailored to your needs
  • Attempt to prevent homelessness occurring
  • Make information available to you in a variety of languages and formats should you require it

Interviews – we will

  • Offer you same day appointment if you are homeless tonight
  • Offer an appointment within 5 working days for non –urgent interviews
  • Interview at Knowsley Borough Council One Stop Shops and River Alt Resource Centre
  • See you in a private interview room if you prefer

Homeless Presentation – we will

  • Complete a comprehensive assessment of your homeless presentation
  • Inform you of our decision in writing and explain the reason for our decision
  • Inform you of your right of a review of our decision , timescale and process

If we have to provide the use of temporary Accommodation – we will

  • Where possible use accommodation within the borough
  • Ensure the temporary accommodation we provide is clean, safe and secure
  • Aim to keep your length of stay in temporary accommodation to a minimum

If our service falls below standard – we will

  • Provide you with information on our complaints policy should you feel our service falls below standard