Out-of-Hour Emergency Service for households who are at risk of homelessness outside of standard operating times. Out of Hours emergency housing options telephone service.

If the household(s) meet the threshold prescribed by the Council, then the telephone operator must secure temporary accommodation for that household using the Council's temporary accommodation framework. It is then the Provider's responsibility to place the household into the accommodation.

The Provider must then notify the Council of the placement and the Council's Homelessness team will pick up the case for full assessment the next working day.

All calls must be handled in a professional and courteous manner ensuring all enquiries are dealt with in an efficient manner.

The Provider will be expected to keep up to date records of any customer contact using the Council's systems, training of which will be provided.

At the end of every shift the Provider will be required to complete a detailed handover document, the format of which will be agreed prior to the commencement of the contract. Staff are required to have knowledge and experience in the sphere of homelessness and in particular temporary accommodation and housing needs. Staff are also required to effectively signpost residents to relevant organisations to support in the wrap around care package. It is desirable but not essential that staff undergo and hold up to date DBS checks. The Provider will be expected to attend monthly monitoring meetings with the Council along with reports, the format of which will be agreed prior to the commencement of the contract. Any complaints would be handled by the Council using the Council's complaints procedure. The Provider is required to notify the Council of any complaint and provide customer details