Housing and Welfare

Contact details

Housing and Welfare Team

Petters House

Petters Way


BA20 1AS

01935 462462


Service standards

Providing well managed, cost effective and customer focused services:

  • Ensure a duty Housing Officer is available between 9.30 and 4pm Monday to Friday to deal with emergency cases
  • Ensure there is a Housing Adviser available between 9.30 and 4pm Monday to Friday to assist with expressing an interest and apply online for housing
  • Ensure homeless applicants are given a named Officer who will deal with the case
  • The Service Manager will acknowledge your complaint in writing.  A full reply will be posted to you within 10 working days; however if we are unable to reply to you within that period, we will acknowledge receipt of your letter within 5 working days and give you a realistic timescale
  • Try to deal with your query at the first point of contact
  • Acknowledge letters and e-mails within 5 working days
  • Assess Housing Register applications within 15 working days


Additionally for our Careline service:

  • Answer 98.5% alarm calls within one minute 
  • Connect customers to the service within 3 hours of receipt of information being passed from the Council to the provider
  • Provide a 4 to 6 week battery test call to all customers
  • Arrange for a referral appointment to be made within 3 days of receiving the request
  • Provide a demonstration within 7 days of receiving the referral


  • Only use Bed and Breakfast accommodation in an emergency and in 100% cases for no longer than 6 weeks
  • Determine 95% of homeless cases within 33 working days and 100% within 60 working days
  • Offer an interview appointment for priority need homeless applicants within 5 working days

Managing our Gypsy and Traveller sites:

  • Aim to relet vacant pitches within four weeks

 Providing advice and support through our Welfare Benefits team to tackle poverty:

  • 95% of customers of the Welfare Benefits team are satisfied with the service they receive




Visit our Strategic Housing Team's webpage for our latest plans and strategies

Private Sector Housing Strategy