Issue - meetings

A member of the public informed Cabinet of his experience of the distress felt by people made homeless.  He asked if a telephone in the public reception of the Council offices made the right environment for individuals seeking assistance to have to talk about traumatic personal circumstances.  The Cabinet Member for Communities and Neighbourhoods replied that people arriving at reception are directed to the housing triage telephone so that a housing officer may assess how to help them at the earliest opportunity.  She gave assurance that they are advised not to disclose sensitive information and given the opportunity to request a face to face assessment in privacy.  The Cabinet Member for Communities and Neighbourhoods emphasised the importance of understanding the vulnerability of each person and obtaining feedback from individuals and partner organisations to improve the experience.  She thanked the questioner for sharing his observations and requested that individual cases be raised within the formal processes so that they can be learned from.

The member of the public further advised Cabinet of particular cases where vulnerable people had begun but been able to complete a telephone assessment and asked if housing officers had training in communication.  The Cabinet Member for Communities and Neighbourhoods confirmed that there had been a lot of investment in training to enable the Housing Service to deliver a good customer experience despite the difficult and highly emotive nature of homelessness.  She expressed concern that people had experienced upset while engaging with the Council and reiterated that individual cases be raised within the complaints and comments process so that they may be investigated.

The member of the public referred to a case in which a homeless person with then undiagnosed mental health issues had returned to the street after perceived insensitive interaction with a housing officer.  He asked how long housing officers had been assessing the mental health and vulnerability of individuals and if they believed it to be good practice.  The Cabinet Member for Communities and Neighbourhoods replied that the assessment of vulnerability as required by legislation had been conducted by housing officers for many years.  However, concerning mental health, she made it clear that although housing officers ask if people receive treatment and take it into account they cannot assess it.  The Cabinet Member for Communities and Neighbourhoods further commented on the importance of understanding the individual circumstances of every person and urged that the case previously described be raised outside of the public meeting so that it could be investigated and learnt from.