Housing Services - Customer Consultation

This section of our opposite aims to allow customers to provide feedback on the service received by Housing Services as well as display details of feedback previously received.

Customer Feedback Options

You are welcome to contact us either with your comments via email to housing@hart.gov.uk, by telephone on 01252 774420 or by post at Housing Services, Hart District Council, Civic Offices, Harlington Way, Fleet Hampshire, GU51 4AE

Surveys

• Equality and Diversity Survey
• Equality and Diversity Survey

Comments and Complaints

• Complaints Procedure Leaflet
• Complaints Policy
• Complaints Procedure
• Customer Comments Form
• Customer Comments Form

Comments and Complaints may also be sent to complaints@hart.gov.uk for more information on this please see the comments and complaints page in Customer Service.

Spring 2007 - Responses to the Change to Choice Based Lettings -HART HOMES

As of the 16th of March 2007 all applicants on the Hart Housing Register were sent information regarding the proposed changes to Choice Based Lettings through Hart Homes. The scheme is intended to provide greater choice and mobility to housing applicants. Housing association homes will be advertised and applicants on the Hart Housing Register will be able to tell us which properties they wish to be considered for. For more information on Hart Homes choice based lettings please see our leaflets in the downloads and housing advice factsheets section.
If you would like to comment on any of the changes please do so either by returning the questionnaire or emailing housing@hart.gov.uk

Thank you to those who have returned a survey on the proposed changes to the Hart Homes Scheme.
The response (based on the 99 responses that have been received up until the 26^th of March) has been very positive as the results to the left show.
Most people who responded agree to the proposed changes and feel that it will improve the way the Housing Register operates. An overwhelming majority agreed or strongly agreed that the Hart Homes Scheme will give applicants greater choice in selecting a home
Some of the comments to come out of the consultation are provided on the sheet below along with actions we have taken to accommodate these views. Whilst we may not be able to take into account all points of view, we welcome your comments and will try to make improvements where we can.

Autumn 2006 - Responses to the Changes in the Hart Housing Register

In the Autumn of 2006 we wrote to all the applicants on the Housing Register regarding the proposed changes to the way in which the Housing Register operates the results of this consultation are reported below.
Due to the overwhelmingly positive response received on these proposals, the changes to the Housing Register have now been implemented.

The response to the changes in the Housing Register (based on the 140 responses that were received up until the 20^th of November) has been very positive as the results above show. Most people agreed to the proposed changes and feel that it will improve the way the Housing Register operates. Some of the comments to come out of the consultation are provided on the sheet below along with actions we have taken to accommodate these views. Whilst we may not be able to take into account all points of view, we welcome your comments and will try to make improvements where we can.

Comments on the Spring 2007 Changes to the Hart Housing Register

“Please could you provide average waiting times on your website this would really help in planning things, many thanks”

Unfortunately as we cannot say when a property may become available and because applications are assessed on a case by case basis and are pointed based on the points system, everyone’s application is different, and we cannot accurately predict how long anyone can be waiting for a property on the Housing Register. We have however, introduced a table that lists what properties have been successfully let in the previous month available on our website. Information about the outcome of properties that have been let through Hart Homes will also be available once these properties are successfully let. We are also looking into testing other ways that we can provide meaningful information on this query.

“The only thing you do not say is how much it costs for a person like myself I was with [another local authority] for 9 years and heard nothing”

It does not cost you anything to bid (other than a short local call or internet access) and is not bidding for a property in the financial sense, it is just a case of registering your interest in a particular property. The website and newsletter both will include a lot more information on what properties are becoming available than the previous system. You will in most cases be able to see a photo of the property as well as details such as the rent and services charges, bedroom size, location and other amenities. Please note: unless you, or someone on your behalf, actively bid for properties   you will not be nominated for a property through Hart District Council

Comments on the Autumn 2006 Changes to the Hart Housing Register

“Nowhere in your leaflet do you mention your aged housing policy, do you still intend to run a separate list or will we aged applicants be included, on the normal housing register?”

We have introduced a leaflet which is intended to provide housing options and advice to older people. It includes information on Sheltered Housing and we welcome comments on what people would like included in this leaflet. Please ask the Housing Options team for a leaflet or visit www.hart.gov.uk for more information. Applicants will remain on the merged Housing Register, but when sheltered or adapted properties become available we will continue to shortlist only suitable applicants to make the most appropriate use of our housing stock.

“As I am living [outside of Hart] I am concerned that I may miss out on an offer regarding the bidding process as I'm not near your office and I don’t have a computer so I’d receive a letter from you. I feel I 'm at a disadvantage with this system”

We will be providing much more information about the proposed change over to Choice Based Lettings (CBL) closer to the time we plan to adopt it (Spring 2007). Applicants will be able to bid through a number of methods including telephone, internet, text, or with the help of friends / family / carers / adult services etc. There will be assistance with the process available to those who need it, through the Housing Options team at Hart District Council or other support agencies.

“I would like to have received a slip from Hart when I sent in my application that you sent because of the changes, I feel very uneasy about that. I know the volume would have been huge but I didn’t know if you received or not, a worry!”

We had envisaged that we would be sending out the information regarding proposed changes to the Housing Register only two weeks after receiving back responses to the completion of new application forms. Due to the slow rate we received forms back the second letter took longer to send out than planned. We apologise for any anxiety this may have caused to those who had been waiting some time. We will continue to send back confirmation slips for all received applications once the point system changes, within 1 working day and send you a letter saying how many points you have received within 10 working days after you have received your acknowledgement slip. If you apply online you will receive an automatic response providing you with an application number as soon as you commence, followed by acknowledgement in writing after you have completed and sent the form.