Preston

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Customer Satisfaction

The Select Move partnership is dedicated to ensuring high standards of customer satisfaction.  If you are not satisfied in anyway with the service offered by any of the partners please contact us detailing the reason for your dissatisfaction.  You may contact any partner

Information, suggestions or ideas given will be used by the steering group to influence any future development of the service and related policies and procedures. 

Our Service Standards

 

Accessibility and Communication

We will:

• Make our offices easy to get into and move around
• Provide information in a variety of languages and formats within 5 working  days of being requested to do so
• Reply to written correspondence and emails within 5 working days
• Offer home visits to vulnerable customers within the locality
• Ensure the information we publish is easy to understand
• Publish our allocations policy so that customers understand how we let our homes
• Publish information on how applicants can use each partner organisations  appeals process
• Offer, or signpost to other appropriate organisations or agencies for  appropriate housing options advice

 

Applications

We will:

• Register your application within 5 working days of us receiving all information
• Assess any medical priority within 5 working days of us receiving all information
• Send a registration letter to confirm acceptance onto the housing register with an  acceptance date and allocated band within 3 working days of your application being registered
• Review housing applications on an annual basis

 

Adverts

We will:

• Advertise vacant properties in a lettings cycle that starts on a Monday and ends at midnight on the Tuesday of the following week
• Advertise vacancies  on the Select Move website
• In the Select Move offices in Preston and Leyland
• I n the offices of Eaves Brook and Adactus Housing Associations
• I n the offices of South Ribble Borough Council and Preston City Council
• By post on request to those customers who are vulnerable or their family, friends or support workers
• T hrough local community facilities
• On information kiosks throughout Preston
• In sheltered schemes throughout the South Ribble area

 

Offers

We will:

• Ensure successful applicants for vacancies are informed as soon as practicable after the end of a lettings cycle
• Offer successful applicants an opportunity of an accompanied viewing of a vacant property before acceptance of an offer
• Keep applicants updated on at least a weekly basis on the proposed start date of a tenancy where a vacant property is still being repaired
• Offer, or signpost to other appropriate organisations or agencies for, appropriate benefits advice to ensure the successful applicant is  able to afford taking up the tenancy of a vacant property