Newsletters

• April 2011
• August 2010
• June 2009
• June 2008
• May 2006
• January 2005
• January 2004

News from the team

• Changes to the Concierge Service
  
  We surveyed all our customers in Summer 2009 and YHN board decision made a decision to centralise our service and work from one control room instead of the large number of lodges we currently use.
  
  Since then there’s been a lot of activity planning the control room and all the associated I.T systems and networks that are needed to make it work effectively.
  
  Some of you may have met Dominic Connor who is one of the service co-ordinators who has been responsible in keeping our customers, staff and colleagues updated and involved in the changes we are making.
  
  There has been a lot of information issued on these topics - Click here to read more on the ongoing consultation.
  
  If you would like more information please feel free to contact Dominic on 0191 278 8688 or if you are part of a tenants group please give us a call and let us know when your meetings are, and we will try to arrange for one of the management team to attend to update you in person.
   
  
• New staff
  
  

  During the summer of 2010 two new service co-ordinators were appointed to work alongside Dominic Connor. Michelle Wade and Jessica Nicholson both joined us from outside the concierge service and it’s fair to say that it’s been a steep learning curve to grasp the huge amount of work that is ongoing to improve and develop our service, but having the benefit of working in other organisations and experiences gained there is very useful.

  Jessica is supporting some of the 24 hour shift working staff and is heavily involved in I.T projects, and Michelle is supporting the day shift workers and works closely with the staff and partner organisations to make sure that the cleaning services provided in your buildings meet your expectations.
  

  
  
• YHN All Stars Awards 2010
  
  

  We are proud to say that in this year’s staff awards 12 nominations were received for members of the concierge team.

  These nominations are made by other YHN staff as recognition for their efforts and the fact that they appear to have ‘the extra mile’ to assist customers and colleagues. 

  Using strict judging criteria Tom Dowling who is a concierge and an acting concierge supervisor was shortlisted for recognition in the Respect award category.

  As well as the commitment shown by these staff it also shows that YHN work hard to develop our teams to provide you with excellent levels of customer service.
  

• Changes at Riverside Dene
  
  You may be aware of the large scale refurbishment work to the multi-storey blocks at Riverside Dene formerly Cruddas Park.
  
  Since March 2010,  3 multi storey blocks have been handed back to YHN by the contractors fully refurbished and new tenants have now moved in.
  
  The concierge service has radically changed the services we used to provide on those sites and have transferred from a control room in each block to a centralised area control room. They monitor access control, customer service and CCTV monitoring for 3 blocks with the opportunity to expand this service to other refurbished blocks in the area at a later date.
  
  Historically we also used to sub contract the cleaning duties for these blocks but since refurbishment YHN concierge staff now also provide those services directly to our customers resulting in a high quality of service 
  
  
• Chute cleaning update - September 2011 

Concierge Freephone: 08000 731 389