What happened during the consultation?

All Concierge customers were able to give their views on the review during the consultation period in July and August.

During the consultation period, customers received an information booklet containing information about the review and describing the three options for change.

• Letter to Concierge customers from YHN, July 2009 (pdf) 
  
  
• Concierge Service Review information booklet (pdf)
  
  
• Options for change (pdf)

Customers were then able to give their opinions on the options for change by completing the questionnaire below:

• Questionnaire (pdf)

Other methods of consultation 

Throughout the review period, members of the Concierge team attended Tenants and Resident Association meetings to discuss the proposed changes.

YHN's Tenant Involvement team also held 22 drop in sessions across the city where customers could go along and find out more about the Concierge Service Review and give their views.  The team produced a report based on these sessions:

• Report on Concierge Service Review by YHN Tenant Involvement Team (pdf)

The Newcastle Tenants Federation also hosted a number of open meetings and gave their views in the report below:  

• Report on Concierge Service Review by Newcastle Tenants Federation (pdf)

A number of key issues were highlighted by tenants and leaseholders.  Our response to these queries is in the document below:

• YHN's response to Customer Feedback (pdf)