Service Standards

Tameside Housing Advice 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

    • 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
    • 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
    • Offer you same day appointment if you are homeless tonight
    • Offer an appointment within 5 working days for non –urgent interviews
    • See you in a private interview room
    • Complete a comprehensive assessment of your homeless presentation and will seek to make a decision within 33 working days
    • 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
    • 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
    • Provide you with information on our complaints policy should you feel our service falls below standard