On Fri, May 29, 2009 at 4:39 PM, Lindsey Evans-Brown
<lindsey.evans-brown@liverpooldirectlimited.co.uk> wrote:
> Dear Mr Ribsskog
>
> I am responding to your e-mail received 29th May 09 regarding your recent
> enquiry at City Centre One Stop Shop to ask for a rent form. You were
> concerned that our advisor Anna was pretending to not find the form that you
> wanted. I can assure you that this was not the case. We see over 200
> customers every day here at City One Stop Shop and we treat everyone with
> respect, courtesy and consideration.
>
> I have checked your claim and can see that one of our advisors printed off
> an application for a discretionary housing payment for you on 14th May. A
> discretionary housing payment application can only be printed off a
> claimant’s housing benefit computer file – it is not something we hold in
> stock nor is it available online. We did have intermittent system failure
> week commencing 11th May, so it may have been the case that we were unable
> to give you the form the first time you visited. I have spoken to Anna and
> she could not remember the query exactly, although she has said that she
> would not have sent a customer away unless there was a system error and we
> were unable obtain the form.
>
> Although there does appear to have been some misunderstanding, for which I
> apologise if this has caused you inconvenience, please be assured this was
> in no way deliberate on behalf of this service.
>
> I trust that you now have the information that you need to apply for a
> discretionary housing payment. If you need any further advice or assistance
> please call our dedicated contact centre on 233-3009 or make an appointment
> to visit any One Stop Shop on 233-3016.
>
> I trust I have answered your complaint to your satisfaction and have
> reassured you of the quality of service offered by Liverpool City Council
> One Stop Shops. If you remain unhappy with my response regarding the
> customer service offered then please contact Mrs Tricia Cahill, Area
> Manager, at tricia.cahill@liverpooldirectlimited.co.uk
>
>
>
>
> Lindsey Evans-Brown
> Team Manager & ICS Awards Manager
> City Centre One Stop Shop
>
> Liverpool Direct Limited | Ground Floor |Municipal Buildings | Dale Street |
> Liverpool | L2 2DH
> Tel: 0151 233 3000
> Email: lindsey.evans-brown@liverpooldirectlimited.co.uk
> Web: www.liverpooldirectlimited.co.uk
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