Customer Access to Housing Services
All council tenants and leaseholders will soon be receiving in the post a letter and questionnaire asking about your use of current services in particular face to face housing services.
We've asked you to return your completed questionnaire to us by Friday 17 September 2010 in the pre-paid envelope provided, however, you can, if you prefer, complete the questionnaire on-line - see link below.
The reason for sending this letter and questionnaire to you is that the Council is changing the way it delivers its services to all customers.
In particular we want to make sure that when you contact the Council you can do so more easily and always speak to the right person. We are also committed to the principle that when you contact us you only have to do so once even if you want to speak to us about more than one council service.
Information and Advice Centre
In order to make that easier we have opened a new Information and Advice Centre in Guildhall 2, Kingston that deals with all council services. There are staff who can deal with all of your housing queries, including rent, anti social behaviour or getting a move, as well as any queries you may have about any related issues such housing and council tax benefits or problems with rubbish collection or organising care for an elderly relative.
Currently, the Housing Department’s main office is at Tadlow in Washington Road on the Cambridge Road Estate which provides a customer reception service for all housing-related enquiries. This serves not only as a local housing contact office for the surrounding estates but is also used by residents from across the borough for things such as issuing parking permit renewals as well as a place where we can organise confidential interviews and sign up new tenants for their homes.
It is however within easy reach of the Council’s new Information and Advice Centre in Guildhall 2, Kingston which is able to deliver a much wider range of services.
Housing Surgeries
You may be aware that we currently operate housing ‘surgeries’ at the following locations and times:
- Hook Centre (Monday 10am to 1pm and Wednesday 2pm to 5pm)
- Old Malden, 109 Manor Drive North (Wednesday 2pm to 5pm)
- Kingsnympton Youth and Community Centre (Monday 2pm to 5pm)
In light of the Council’s strategy to deliver a more comprehensive service we are therefore looking at how the Council should provide face to face housing services to our residents.
To complete the questionnaire online, go to the link below: