Homeless Prevention and Housing Options team service standards

What you should expect from our service

We would normally arrange a face to face interview with a trained member of staff in a private room within 14 days of your initial contact. However, due to COVID-19 restrictions we are unable to continue with face to face interviews or to meet the commitment of being seen within 14 days of your initial contact.

We are currently providing an emergency duty service to anyone faced with immediate homelessness and has nowhere to stay on the day of contacting the service. These will be held at one of our locality office's.

If you are not in an emergency situation you should contact us, and we will arrange for you to be contacted and a telephone appointment will be provided.    

0131 529 7036

0131 529 7125


We will 

  • provide an interpreter if English is not your first language
  • provide a sign language interpreter if you have a hearing impairment
  • at your request provide a male of female member of staff to be interviewed by 
  • provide you with all the housing options available to you
  • assist you with advice or sign post you to another appropriate advice or support agency, to maximise the options open to you
  • explain the assessment process during your interview and what this means in relation to our statutory duty towards you and what your responsibilities are to ensure that you secure permanent accommodation.  

EEA / EU applicants

If you are from an EEA / EU country, you will be interviewed by a member of staff who is able to provide you with specialised support and assistance. This will ensure that we correctly assess your eligibility for our service and provide you with advice on what you need to do if you are not eligible.

Assessment process

It can take 28 days for us to assess your situation and decide on your homeless application. This may take longer depending on the information you give us.

We will write to you to tell you our decision.

Your assessment officer will keep you informed on the progress of your application.

Waiting on the decision

If you need it, you still have the right to temporary housing while you are waiting. You can get temporary housing until we give you help and advice to find somewhere else or offer you permanent housing.

If you do not agree with our decision

If we decide that you are not homeless or not eligible for our service which means we can't offer you permanent housing, we will explain why.

You have the right to appeal this decision. If you would like to appeal our decision, you will be provided with the information how to do so in your decision letter.