About our quality standards

We want to give our customers the best possible service. Our quality targets are:

• Within 1 day of your initial interview we will inform you how we will deal with your threatened homelessness
• If this means a home visit is needed, this will be done in within 14 days
• We will assess 85% of all homeless applications within 33 days
• If your household includes children or an expectant mother, you will spend no more than 6 weeks in B&B accommodation
• Our target is 100% rent collection for temporary accommodation and we will use all powers available including eviction where necessary to achieve this

Have your say

To help us find out what you think about our service and your ideas on improving it, customer comment cards are available in our reception area and surveys are carried out regularly in respect of specific areas of service. The results will be published in the reception area.

What you can do if you’re not happy with our service

• We aim to provide a good quality service to all our service users. We know, however, that things can go wrong and we welcome you telling us. We will try to sort your problems out straight away.

If we do not keep our standards or you are dissatisfied with the way you have been treated please speak to us first. You can ask to speak to the relevant Team Leader. If, however, you feel we have not dealt with your complaint or query properly, you can ask for a complaints leaflet and form from any Council office or phone the Council’s Complaints Hotline on 020 7364 4161.

If you are happy with our service

It is always nice to know you are happy with our service. If you feel that we have provided a good service, please let us know. You can tell a Team leader or member of staff involved, or e-mail homeless@towerhamlets.gov.uk

Translation services

If English is not your main language and you need an interpreter, we can arrange this for you. Please ask at reception or when you contact us.

Access to the service for disabled users

Homeless service offices are fully accessible to wheelchair users. We have an induction loop for hard of hearing users and sign language can be arranged if needed.

What to do when we are closed

If you are homeless or threatened with homelessness, contact your nearest Police Station or telephone:

Limehouse Police Station: 020 7515 1212
Bethnal Green Police Station: 020 8983 1212