Backbench councillors have supported moves to set up a ‘One Stop Shop’ allowing a single access point for Gwynedd residents needing housing assistance.

Thursday saw members of the Care Scrutiny Committee back the measures after being told that homelessness in Gwynedd is now at its highest ever level, with many also struggling to fill in the various paperwork needed to get help.

The move has been prompted by concerns that people are struggling due to having to deal with several different council departments or external bodies to meet their needs.

But with £480,000 earmarked from the £77m Housing Action Plan – designed to build hundreds of houses by 2027 –  its purpose is to simplify the process while also improving efficiency.

Noting that some residents contacting the authority are already in a vulnerable position, the report noted: “Our aim is to simplify the number of ways a customer can contact us to ensure that they reach the right service the first time, regardless of whether the enquiry was online, face-to-face or over the phone.

“The aim will be to improve our efficiency whilst delivering services.”

It went on to state, “For example, an individual applying to the Housing Options Team may also need help from the Homelessness Unit.

“However, directing an individual to more than one place may add to an individual’s stress.

“In addition, a situation may arise where officers may not be aware who has dealt with the enquiry and what advice has already been offered to the individual.

“The One Stop Shop will keep the relevant information in one place.”

Members were told that the housing service currently receives a wide range of enquiries including applications to join the housing register, adaptations for the disabled, homelessness support, complaints about landlords, any grants for empty homes and energy saving advice.

But it was also stated that individuals contact the council to receive an update on an application or to notify a change in their housing needs, as well as services not directly supplied by the council such as Tai Teg.

Cllr Cai Larsen, a member for Caernarfon’s Seiont ward, felt that vulnerable people were struggling more at present due to complications in the system and difficulties with filling forms.

Believing that more support was needed, he added, “Others are waiting a long time to hear anything back and often feel they’ve been forgotten about, so I welcome any simplification.

“But whoever’s dealing with the customers needs to be proactive in how they offer help in order to offer as robust a service as possible.”

Cllr Menna Baines wished to see the expansion of the phone application, Ap Gwynedd, be expanded to also offer housing services – a move offices confirmed was in the pipeline.

Housing portfolio holder, Cllr Craig ab Iago, said: “Its important we don’t just give people a form to fill in, there are countless examples of people missing out on housing due to being unable to fill them in.

“We need to ensure that doesn’t happen, and whatever system it is need to be empathetic rather than just a form filling exercise.”

Following unanimous Care Scrutiny Committee backing the housing service now plans to consult with housing associations, agencies in the housing field and third sector partners.

A full delivery framework and commissioning an information management system will take place over the coming months.