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The Homeless

Important Changes to the way in which the Housing Options service is delivered

With Effect from 26 September 2011, East Staffordshire Borough Council decided to deliver its own Housing Options and Homelessness service.

Trent & Dove Housing, which has provided this service on behalf of East Staffordshire Borough Council since 2001 will no longer be responsible for delivering the service in relation to East Staffordshire Borough Council's statutory ‘homeless’ obligations.

New arrangements for Help if you are Homeless or at risk of becoming Homeless.

If you are homeless or know that you are about to become homeless within the next 28 days you should contact;

East Staffordshire Housing Options Team:-

Monday to Friday, 9am to 5pm

Telephone or text: 01283 508120

Alternatively you can visit the Customer Service Centre, Market Place, Burton upon Trent:

Monday, Tuesday, Thursday Friday, 9am to 5pm (Wednesday 9.45am to 5pm)

Uttoxeter Library, High Street, Uttoxeter (telephone link only to Housing Options is available)

Monday, Tuesday, Thursday, Friday 9am to 5pm (Wednesday 10:30am to 5pm) - telephone service only.

The Housing Options Section will normally give you an appointment for your first visit. You can arrange a convenient time by speaking to one of our receptionists. Please inform the receptionist if you have any special needs.

For more information visit the East Staffordshire Borough Council Website at:

What happens if I need to be interviewed in another language?

The Housing Options Team will arrange a convenient time to interview you with an interpreter. You may wish to arrange this yourself. If you would like us to arrange this, we will be happy to do, but it may take a day or so and the full interview may need to wait until this time.

Further important advice and guidance.

Further information and guidance about homelessness in general and how you may avoid becoming homeless is given on the Shelter website. Please click here to go to the Shelter website...

Service Standards

It is recognised that homelessness is a traumatic experience, and customers will therefore receive the highest level of professional support in dealing with their situation. It is the intention to provide the best possible service, when required, in a caring and efficient manner. The attached leaflet, click here to download a pdf copy... sets out the level of service that customers can expect, and a leaflet that will be provided to all customers on their first contact with the service. The full policies, along with the full final service standard will be available on request.

Customer Service Standards


Maximum Time


Waiting Time - with appointment  

5 minutes.

Waiting Time - without appointment

20 minutes: where this is not possible, we will inform you of the likely waiting time and reasons for the delay.

Waiting Time for an appointment  

2 working days - non urgent cases only.

Contact with customers

Replies to letters

10 working days.

Initial out of hours response

60 minutes.

Ongoing updates

10 working days.

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quick links

A Guide to Service Standards and Customer Care

A Guide to comments, compliments and complaints

A Guide to Aids and Adaptations in your home



FirstCall Twenty Four seven with Direct Debit

FirstCall Twenty Fourseven full information leaflet

Housing Advice Team Service Standards


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You will need Adobe Acrobat Reader to view the information leaflets.

Acrobat Reader

If you do not have this software installed on your computer, you can get the acrobat reader free of charge using this link.

(It may take a few moments to download so please be patient).

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