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A report detailing how, during 2009-2010, some vulnerable and homeless clients of Wiltshire Council’s Housing Options Service were denied the statutory duties owed to them or were not offered good quality and timely housing advice. The report is based on case studies and a line by line text analysis of anonymised CRM database records. This mixed method approach forms a detailed picture of the treatment of individuals and groups presenting as homeless and points to weaknesses in Wiltshire Council’s procedures and practices for processing and supporting them.

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