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Trent & Dove provides agency services on behalf of East Staffordshire Borough Council in relation to its statutory ‘homeless’ obligations and the Housing Needs Register.
Since taking on the contract, the service has been completely reviewed and changes made to reflect the amendments to homeless legislation.
Approaching Trent & Dove Housing 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
Trent & Dove Housing at: Housing Advice Team, Trinity Square, Horninglow Street, Burton upon Trent, Staffs DE14 1BL
Trinity Square has access and facilities for the disabled. The Housing Advice Section is open to callers:
Monday to Friday, 9am to 5pm
A telephone duty service is available: Monday to Friday, 9am to 5pm Telephone: 01283 528613
Main Reception: 01283 528528
Fax: 01283 528697
Out of Hours: 01283 528528
The Housing Advice 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.
What happens if I need to be interviewed in another language?
The Housing Advice 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.
http://www.trentanddove.org/accessibility.ihtml
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
We recognise that homelessness is a traumatic experience, and our customers will therefore receive the highest level of professional support in dealing with their situation. Our customers are at the heart of the business we operate, and are our first priority. It is our intention to provide the best possible services, when they are 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 from us, 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
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Indicator
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Maximum Time
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Interviews
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Waiting Time - with appointment
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5 minutes.
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Waiting Time - without appointment
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20 minutes: where this is not possible, we will inform you of the likely waiting time and reasons for the delay.
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Waiting Time for an appointment
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2 working days - non urgent cases only.
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Contact with customers
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Replies to letters
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10 working days.
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Initial out of hours response
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60 minutes.
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Ongoing updates
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10 working days.
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