Get involved and make a difference
article appeared in Homes
& People Summer 2010
We want you, our tenants and leaseholders, to have a say in the
services we provide and how we provide them. We use the
feedback you give us to make changes and improve the way we do
To give you the chance to have your say, YHN has a
dedicated Customer Involvement team that provides lots of
different ways for you to get involved.
Here are some examples of how getting involved has made a
difference over the last year.
Service standards review –YHN
produces service standards so that customers are clear about the
level of service they can expect to receive from us. These
have been reviewed and updated using the information customers gave
us in a series of discussion groups.
|| We did
|Timescales for invoicing should be included in the Leasehold
Team service standards
||These are now included.
|Dealing with appeals should be included in the Your Choice
Homes service standards
||This is now a Your Choice Homes service standard - we will deal
with 95% of appeals within 21 days
|Dealing with anti social behaviour should have quicker response
Our categories for response times have been changed - these are
- Category 1 – 1 working day
- Category 2 – 3 working days (instead of 5 days)
- Category 3 – 5 working days (Instead of 10 days)
Communicating with Customers discussion
|The Repairs Centre phone number should not be an 0845 number –
this can be expensive for people with mobile
||The Repairs Centre number is 0191 277 8888, which will be free
on some mobile phone packages
Business Strategy – we sent a draft of YHN’s
Business Strategy document to the Readers’ Panel for them to check
the content and the type of language used
|Some of the language is too difficult to understand and there
are lots of references to documents we haven’t read
||We included a glossary of terms to explain and give more
details about specific terminology
For more examples of how your involvement has made a
difference, visit the Get Involved
section of our website or contact the Customer Involvement team on
0191 278 8723.
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