TENDER FOR DEVELOPING CUSTOMER FOCUSSED SERVICES IN HOUSING OPTIONS SERVICES IN WALES

Descriptions

The Council invites tenders for the provision of certain Services more particularly described in the Specification. The lead authority for the contract is the City & County of Swansea, and this Authority will be responsible for the payments to the consultants on production of the outputs outlined in section 4 of the specification. The contact officer for the City & County of Swansea is Rosie Dunstan. The project is a collaboration between the Local Authorities in Swansea, Wrexham, Ceredigion, Neath Port Talbot and Monmouthshire. The project is funded by the Welsh Assembly Government and must not exceed a delivery cost of £120k.The successful organisation will be expected to work with the above authorities to undertake a review from the customer’s perspective, of the housing options and advice services provided by and on behalf of the authorities. The broad aims of the review are to explore what customers want from housing options services and then develop a process/system that operates in a way that focuses on these expectations (within the limits of existing legislation).Housing Options services refer to the homelessness and housing advice services (including statutory duties under part VII of the Housing Act 1996) that are provided by local authorities. The project will aim to:Explore the whole approach to the way housing options services are delivered in five local authorities in Wales.Ensure that the services are focussed towards the customer.Develop an understanding of what the customer wants to draw from the service, and ensure that the measures used to assess the effectiveness of the service appropriately reflect what matters to them.Share the learning from this project on an All Wales basis through the Homelessness Network, in order to provide a framework for service improvement from the customer perspective that can be applied to other local authorities in Wales.