Changes to your Concierge Service

We started a review of the Concierge Service in October 2008 as part of our Service Improvement Programme.

Getting your views

Tenants and leaseholders who receive the Concierge Service have been consulted on the review through a series of questionnaires, drop in sessions and meetings.  Click on the link below to find out more about the consultation:

• Consulting customers
• Ongoing Consultation 2010

Feedback we received

• Report on Concierge Service Review by YHN Tenant Involvement Team (pdf)
  
  
• Report on Concierge Service Review by Newcastle Tenants Federation (pdf)
  
  
• YHN's response to Customer Feedback (pdf)
  
  
• YHN Board Report 22nd September 2009 (pdf)

What was decided?

Board took Tenants and leaseholders' views into consideration at a meeting held on 22nd September 2009 and decided that the following changes will take place:

• Every Concierge Service property will be linked to the control room via intercom.
  
  
• Every property will have their smoke and intruder alarm monitored 24 hours a day.
  
  
• Every property will have their blocks CCTV and Door Entry Access System monitored and controlled 24 hours a day.
  
  
• Every block will have regular on site Concierge staff providing building cleaning, repair reporting, good neighbour and enquiry services every working day, during the day.
  
  
• Every concierge block will have an information and access point directly linked to the Central Control Room located in the lobby of the block, giving additional access to the Central Control Room and information on services.
  
  
• Every block will receive the Concierge Responsive Service 24 hours a day. This service will respond to tenant complaints and enquiries, as well as to any emergencies or issues which the on site staff could not resolve. The Responsive Service would provide support to Central Control Room staff by providing site presence when needed.
  
  
• Every tenant has access to YHN services 24 hours a day, 7 days a week, 52 weeks of the year including Bank Holidays.
  
  
• Building cleaning that is currently under a service level agreement with the City Council will be carried out by YHN staff.

Next steps

Making all of the service improvements, particularly linking the blocks together and creating a control room, is very complex. Therefore we expect the full implementation to take at least four years. The consultation and communication with tenants so far has been the starting point and we will continue to involve tenants in the implementation of the service changes as we develop more detailed plans.

Want to find out more?

Contact us for more information.