About the Housing Solutions service

Customer feedback and surveys

You said, we did

What you said

“Would appreciate a quicker service”

“Very slow service, good advice”

“Waiting time was too long”

What we did

We've increased the number of staff in our Customer Service team to provide a more efficient service. Having listened to the feedback, we're looking into improving how we communicate the way our appointment times work. We schedule our appointments to allow us to run a busy service efficiently. Improving our communication will allow service users to best plan their visit and waiting time.

Meet and Greet Officers have been reintroduced to ensure customers are where they need to be and have arrived for their appointments, and are not having to wait longer than necessary.

What you said

“Reception staff really helpful, emergency housing came across as judgmental”

What we did

We've carried out a series of training sessions to help improve our customer care, including equalities and complaint handling training. Training has been completed on ‘Collaboration without collusion’, which is a course designed to improve skills in how to create and maintain professional relationships with complex service users.

We've also recently employed an officer with experience working with homelessness, which strengthens the empathy between our service and customers.

All front-line staff will attend training early in 2018 for motivational interviewing and homeless assessment. This will include developing the following range of skills:

  • feedback
  • reflective listening
  • affirmation
  • rapport building


If you've recently used any of our services, you can complete our You Said We Did feedback and suggestion form. There's also an option to join our customer focus groups.

Page last updated: 31 May 2023


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