Guidance

Information on Customer Charter

Updated 3 April 2023

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This publication is available at https://www.gov.uk/government/publications/afghan-resettlement-information-and-guidance/information-on-customer-charter

This charter sets out our commitments to you and explains the role of Home Office and what we expect from you. We will keep checking on our progress and looking for ways to improve the service we provide.

Home Office commitment to you

We will:

  • put your needs at the heart of everything we do, always providing a professional service
  • minimise disruption to you and your family by limiting accommodation moves
  • provide a good level of accommodation that is clean, safe and secure. This includes regular cleaning and onsite security
  • ensure hotels are compliant with regulations and are safe for guests
  • ensure that you know how to report repairs and complaints
  • review and action any complaints raised, dealing with them promptly and fairly
  • support you to integrate effectively in the United Kingdom by helping you access services and move on from the hotel

Your commitment to the Home Office

You will:

  • only use the accommodation as ‘living accommodation’ and not allow anyone other than those named in the Hotel booking form to stay overnight, or occupy all or part of the accommodation without permission from the Hotel/Home Office
  • keep the accommodation allocated to you in clean condition and to take reasonable care of all furniture, bed linen and other articles provided. This includes avoiding damage to property within the hotel
  • follow hotel procedures to securely and hygienically dispose of / recycle all rubbish and remove and dispose of all unwanted items which are not normally collected by refuse collectors
  • not commit (or threaten to commit) any form of violence or harassment which may interfere with the peace and comfort of any other person lawfully in the locality of the accommodation
  • not smoke or use of other illegal substances in hotel accommodation (you will be liable for any damages including fines)
  • exercise proper control over your children and provide for their care at all times
  • notify the Hotel Manager of any damage caused by you or your children to the accommodation
  • keep noise to a minimum and respect other hotel users
  • not interfere with or remove the safety catches fitted to windows
  • not use electrical or other cooking appliances within rooms that contravene fire policy
  • not remove any furniture or any item belonging to the hotel or the premises in which the accommodation is located
  • not obstruct the common areas of the hotel with prams, furniture etc
  • move accommodation or vacate the hotel when asked to do so
  • return all keys to the hotel staff and remove all personal possessions, furniture and rubbish when you are leaving. The Hotel accepts no responsibility for anything left in the accommodation

Unreasonable behaviour will not be tolerated, and subsequent action will be taken in accordance with hotel policy and UK law.

Contact us

For all Afghanistan resettlement enquires, you can contact the General Immigration Enquiry Line on 0300 790 6268 (select option 2).

Operating hours:

  • Monday to Thursday, 9am to 4:45pm
  • Friday, 9am to 4:30pm

The helpline is closed on bank holidays.

Call charges vary depending on your phone provider and whether you use a landline or mobile. Further information on call charges is available on GOV.UK.

Additional Home Office Support is available via your Home Office Liaison Officer

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