Customer Standards Charter

Our aim is to provide you with high quality services and information. This Charter sets out what you can expect from us and the assistance we need from you. We will be polite and fair to customers and do our best to help you. We will be sensitive to your needs and will not discriminate against you. We need to hear from you if we are not meeting the standards set in the Charter. 

By telephone

  • Greet you clearly and politely
  • Give you the name of the person you are speaking to
  • Respond to telephone calls within 20 seconds
  • Return your telephone message within 2 working days of receiving it

Correspondence and complaints

  • Use plain language and avoid jargon
  • All written enquires and e-mails will be responded to within 3 working days from when we receive them
  • We will respond to your written enquiry as soon as possible within 10 working days
  • We will attempt to give information in other formats such as large print and languages when requested
  • To complain about HOST you can contact the HOST Manager by email at HOST@trafford.gov.uk, by telephone on 0161 912 2230 or by letter to:

    Housing Options Service Trafford
    Sale Waterside
    Sale
    M33 7ZF.

  • To complain about the housing allocations policy you can complain to Trafford Council, at housing.strategy@trafford.gov.uk, by letter to:

    Strategic Housing Department
    Trafford Town Hall
    Talbot Road
    Stretford
    M32 0TH

  • We will reply to any complaints within 10 working days. If you are unhappy with the result, the case will be investigated by an independent person, who will give you a response within 28 days.

Visiting Housing Options Service Trafford in person

The offices will be welcoming and accessible to you.

  • We aim to ensure that visitors are seen by the staff on reception within 25 minutes of arrival.
  • Details of opening hours and how to contact us outside of office hours will be shown on our website and in our offices.
  • We will aim to settle customer’s initial enquires at the first point of contact. If we cannot help, we'll try to signpost you to the right department or agency to help you.
  • You will need to provide us with the information we need, to answer your query or housing application, within the timescale given to you.
  • We will record your comments and use them to improve our service.
  • We will provide useful and up to date information about our services.
  • We expect you to treat us and other customers with respect. We do not allow harassment, threats or verbal abuse. If you behave in a violent or threatening way, we will refuse to deal with your query and ask you to leave the office.

We welcome your comments and suggestions as to how we can improve our service to you. Please speak to a member of staff.