Our customer involvement strategy sets out how we will develop and improve the way we involve our customers in improving housing services.  This strategy will be delivered over 3 years and it will outline how we will develop and improve customer involvement activity.

Our overall vision for the future of customer involvement across the organisation is: 

‘Customer involvement gives everyone the chance to influence what we do and how we do it in a way that benefits them and the organisation.’

Our strategy looks at 4 key areas to make sure involvement is:

• Accessible
• Meaningful
• Demonstrates value for money
• Contributes toward YHN being accountable and transparent.

The aim of the strategy is to make sure:

Our customers will:

• Receive the services they want in the way they want them;
• Be involved in regulating us;
• Be equally represented in involvement;
• Find it easier to get involved and have their views heard;
• Feel that they have been listened to and their views actioned;
• Understand how valuable involvement is and the direct impact it has had upon the services they receive;
• Gain positive personal outcomes, and
• Have confidence in YHN and be satisfied with the service they receive.

And that YHN will:

• Be confident that customers have effectively influenced service development and improvement;
• Provide the services customers want in they way they want them;
• Comply with the regulatory framework for social housing;
• Be accountable and transparent;
• Demonstrate value for money, and
• Achieve higher customer satisfaction.  

How to get a copy

You can get your copy of the strategy by downloading the link below

Customer Involvement Strategy (word)

or by contacting the Customer Involvement team:

• Phone: 0191 278 8723
• Text: 07790 884 257
• Write to:  Customer Involvement Team
                 YHN House
                  Benton Park Road
                  Newcastle upon Tyne
                  NE7 7LX
• Submit an online form