5/06/2008  Your Homes Newcastle, the company that manages Newcastle's 31,000 council homes, offers excellent service and continues to improve, according to an inspection report published today (June 5)

Three stars is the highest rating an organisation can achieve and YHN, which is based in South Gosforth, is the only housing body in the North East to have achieved the standard. YHN was last inspected in November 2004, when it achieved a two star rating.

Inspectors from the Audit Commission were particularly impressed with YHN's approach to issues including support to vulnerable people and for the way it involves tenants in some of the decisions it takes.

The report says YHN has a 'strong performance culture' and highlights the fact that eight departments within YHN have been awarded the Government’s coveted Charter Mark status recognising superb customer service.

Inspectors found that customer satisfaction with YHN's services is increasing year-on-year with more than 78pc of tenants satisfied and the report also praises YHN's 'welcoming and knowledgeable' staff.

The majority of complaints are dealt with within a ten day deadline and involvement from tenants - for example there is a Living in Flats Working Group that influences cleaning standards - is one of YHN's ‘outstanding’ strengths.

YHN's Housing Anti-Social Behaviour Enforcement Team (HASBET) is widely promoted across the city with 90pc of cases being resolved following the first warning letter and the overall appearance of estates and multi-storey blocks is good. The report singles out YHN's paid-for gardening service which 'enhances the overall appearance of estates'.

Inspectors found YHN's Modern Homes major works initiative to revamp all the council housing stock within the city is 'on target with progress closely monitored' and customer satisfaction levels with major works have reached 90pc.

YHN chairman Bill Midgley said:

“The inspection result highlights something our staff and our customers already know, YHN offers an excellent service and is making a big difference to our tenants and leaseholders.

“The report underlines the fact that we are not just a housing organisation, everything from our work to tackle anti-social behaviour to our Stepping Stones project for young homeless people has been praised by inspectors.

“Make no mistake, we’re not perfect and we can’t get it right 100pc of the time. But the rating shows the service is almost unrecognisable from when it was last inspected. The challenge now is to build on this and continue to improve so we can continue to justify our three star status”.

Mr Midgley recently announced his intention to step down from his position later this year. He has been chairman of Your Homes Newcastle since it opened for business in April 2004.

He added: “Four years seems to have flown by. I’m just pleased to have done my bit and given something different to YHN. It feels like a good time to hand over the reigns.”

News of the excellent inspection result has been welcomed by Newcastle City Council, which continues to own the properties managed by Your Homes Newcastle. The authority made a decision to consider alternative management options for council housing in Newcastle in 2001 to enable it to access the millions of pounds needed to bring all homes up to government- set standards – work which remains on schedule and has been well received to date.

Newcastle City Council Executive Member for Regeneration and Housing, Bill Shepherd said:

"At this difficult time for the housing market, Newcastle City Council is delighted with the three-star accreditation for the organisation that manages its homes.

"We believe it is also great news for tenants and leaseholders, who are now receiving a service that is amongst the best in the country. I have no doubt that YHN staff will continue to dedicate themselves to ongoing improvement which can only further benefit local people."

The report

Click here to download a full copy of the Audit Commission's final report on Your Homes Newcastle.