Click here to view the feedback report for November 2008

Click here to view previous months' feedback reports

If you require any information regarding recent lettings please contact your local Community Housing Office or Your Choice Homes on 0191 277 2020.

Community Involvement Plan

Click here to view our Community Involvement Plan

Complaints

We welcome your complaints and your compliments.

2006/07
In 2006/07 we received 48 complaints.

2005/06
In 2005/06 we received 38 complaints.

The complaints were regarding the length of time it can take to find a suitable home and about the information we provide to assist customers.

Given the increase in demand and the reduction of available homes customers are sometimes unable to find a home in their first choice of areas.  Having more demand for housing than supply can lead to longer waiting times in areas of high demand.

We are also considering ways to improve the information and support we give to customers.  This we hope will ensure they have a better idea about what accommodation is available.

We have also received a number of compliments from customers.  Generally, customers were happy with the professional service we provide and told us that they thought the new system was much easier to understand.

If you are not happy with any part of our service please Contact us. 

Evaluation

The following report and executive summary have been produced by the Housing Quality Network.

Review of Your Choice Homes - full report

Review of Your Choice Homes - Executive Summary

Service Standards

We measure our performance against our service standards:

We will answer your phone calls within five rings.
Up to September 2007 we have achieved 100%

If you write to us, we will reply within 10 working days.
Up to September 2007 we have achieved 100%

When we receive your registration form to join Your Choice Homes, staff at the property shop will register your details within five working days.  We will write to you to confirm this.
Our target has improved to 68% and is moving forward. Training issues were discovered in July resulting in staff awareness raising exercise. 

If you do not qualify to join Your Choice Homes, we will write to you to tell you.
Up to September 2007 we have achieved 100%.

Click here to read our Service Standards.