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Processes, Procedures, Open Housing Manuals & Information

Links to HCBS procedures and processes as well as link to a complete set of Open Housing User Manuals is available.

Project Management Guidance

The following is guidance on the management of projects within HCBS.

pdf icon Flowchart showing key elements of managing a project. [121kb]

pdf icon Guidance and sample templates [559kb]

Processes and Procedures

Housing Strategy and Development Procedures

Housing Operations Procedures

Housing Need and Homelessness Procedures

Building Services Procedures

Using TEXT Messaging within Open Housing

Research shows that over 94% of text messages are read, making SMS an efficient way of communicating with our customers.

SMS Displays a larger version of this image in a new browser window
SMS

HCBS now have the facility to send outgoing only SMS messages to customers from Open Housing.

A few examples of where this function has improved customer communication are:

  • Rent Arrears Reminders
  • Winter Strategy Campaigns
  • Repair Appointment Notification and Reminders
  • Reminders to Council tenants who use Careline facility

Possible future use of text messages could target customers in the following groups:

  • Tenancy Termination reminders
  • Hard to reach groups
  • Remote staff communication
  • Translation Service Appointment details
  • Status Updates for Service requests
  • Homeless Assessment Appointment Reminders

Text messages can be sent to a specific customer or to a group of customers simultaneously.

If you would like to discuss how HCBS could use SMS texting to improve communication with its customers, please email the ohcsystemadminmail@westlothian.gov.uk and the team will be happy to discuss how best to achieve specific service requirements.

Open Housing User Manuals

pdf icon Voids - Use of Open Housing Electronic T Card [410kb]

All user manuals may be found by following the path:-

WLC Fileplan

Housing Customer and Building Services

Management Services

Management and Governance

HCBS Systems

Open Housing Manuals & Information

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