Our homeless charter recognises the rights of homeless people and those at risk of being homeless.

We provide a 24-hour service, every day of the year.

You have the right to:

• a private interview
• an interview with an officer of the same sex
• help in making your application
• seek independent advice
• the assistance of an interpreter or independent advisor.

We will provide you with:

• information and advice to help you deal with your housing problem
• an explanation of your legal rights
• information on the progress of your application
• an explanation of any decision we make
• a written copy of any decisions we make
• advice on how to appeal against any decision we make.

We will, if necessary, arrange the following for you and your household:

• temporary accommodation
• transport to the temporary accommodation
• security for your belongings
• transport to take your children to school or nursery
• support to help and advise you while you are in temporary accommodation.

What you can expect from us:

• we will not contact anyone without your permission and agreement
• we will listen to everything you tell us
• we will treat you with courtesy and respect at all times
• we will be discreet with all information you provide us
• with your agreement, we will refer you to agencies that can assist you to deal with any housing or personal problems you or your family may have
• we will provide you with information, advice and support to help you deal with any problems you may have.

Permanent housing

We aim to provide all statutory homeless people with permanent housing within 90 days of making a decision on their application.

However, due to limitations on the supply of housing in certain areas, we may not always be able to provide housing in the area you wish to be housed in.

Therefore we will make you an offer of housing that will:

• take account of you and your family's individual circumstances
• be reasonable and suitable for you and your family to live in

Our definition of a reasonable offer of housing

A house that is:

• fit to live in (that means wind and weather tight, has suitable heating and is fit to let)
• a suitable size for your household
• as close as reasonably possible to children's schools, places of work and family support
• suitable for your specific needs
• free from the threat of violence.

How to complain

If you feel that we have not dealt with you in the way described above please ask to speak to the Area Manager who will attempt to resolve your complaint.

If you are still not satisfied you can obtain a complaints form from reception. Your complaint will then be dealt with in line with our complaints procedure.

Please remember that you may seek independent advice from a solicitor, Citizens Advice Scotland or a housing aid centre such as Shelter Scotland at any time.