The changes have been shaped by your comments on how we could improve our services and will include:

• office mergers are taking place to create larger teams of staff enabling us to get out onto estates more
• all of our main housing offices are open later in the day to 4.30pm and we no longer close main offices over lunchtime
• more of you contact us by phone, so we are improving our telephone systems.  This has already meant improvements to how we can answer your housing enquiries when offices are closed.  Your telephone enquiries to local housing offices will now be answered until 9.00pm (Monday to Friday), and from 9.00am to 1.00pm on Saturday
• The biggest change will be to bring together staff from the 20 current community housing offices to work from 12 main offices, plus two satellites.  This is so we can dedicate more time to estate visits and so offices can stay open longer.

These changes follow consultation with tenants in spring 2006.  They will be implemented between 2006 and 2008 and work is now underway.

A joint working group has been set up so that the Tenants’ Federation and other tenant representatives can agree with us some key principles about how we introduce these changes.  Before any local changes take place we will send you detailed information and invite you to meet us in your area, so you can ask any questions you might have.

Find out more by contacting your local YHN community housing office.

Related documents

Housing Management Review - report
Housing Management Review - presentation