We measure our performance against our service standards.  Click here to read more about our service standards.

During 2011/12:

• 7,667 deliveries were made – 96% were completed within 5 working days.
• 6,386 collections were made – 96% were completed within 5 working days.

We visit all our new customers within 8 weeks of them receiving their furniture pack and ask them several questions about the service we provide:

• 96.4% said that they were satisfied with the overall service they received
• 94% said that having a furniture pack has helped them to live in their home
• 98.8% said we delivered a friendly service and they were treated fairly and with respect
• 99% said our staff behaved professionally and were polite

Survey results indicate high levels of satisfaction for the furniture service, and that the introduction of the Menu Options scheme has contributed to this.

ISO 14001:2004

In March 2012 the service was assessed by a UKAS accredited body and awarded ISO 14001:2004.

ISO 14001:2004 is a voluntary internationally recognised standard and specifies the actual requirements for an Environmental Managements System (EMS).

The three key elements of ISO 14001 is continual improvement, prevention of pollution and legal compliance.

ISO 9001:2008

In December 2011 the service was assessed by a UKAS accredited body and awarded ISO 9001:2008.

ISO 9001:2008 is an International Standard which has been around in various forms since 1979 with the latest version being ISO 9001:2008

The standard relates to a quality management system and is designed to help organisations ensure they meet the needs of customers and stakeholders.

Charter Mark

In 2004 and 2007 we achieved Charter Mark Status with 6 areas of Best Practice identified:

• The quality of the application was very good
• The service is very progressive
• The impact upon the community by Newcastle Furniture Service is considerable
• The management of the service is professional and effective, staff are empowered and valued
• The service performs well and has embraced the ethos of Charter Mark
• Staff working for the service “went the extra mile” when carrying out their duties.

Awards

In November 2006 we were awarded the UK Housing Award for “Excellence for Support and Care Solutions.”  This award was given by the Chartered Institute of Housing.  

In 2006 we were also shortlisted for the Guardian newspaper “Public Service of the Year Award”.

Audit Commission

In March 2008, YHN was inspected by the Audit Commission.  Following the inspection, the Audit Commission rated YHN as providing a three star service with excellent prospects for further improvement.

Certification number: 55E13701	Certification number: 44Q13701