As part of National Customer Service Week, we’re asking our customers to “talk to Tina” and tell our managing director how we can improve their experiences.
Our customers are invited to a series of events across the city throughout the first week of October where they can provide feedback on their recent experiences and they are being encouraged to share the good, the bad and the ugly.
Tina Drury, who became YHN’s managing director in June, has a strong background in working in customer service within the North East’s housing sector and she is keen to find out exactly what customers think of the way YHN provides services.
Customers have been invited to two events taking place on Tuesday 4 October where they will have the opportunity to meet Tina in person and take part in a question and answer session with her. Those attending will also have the opportunity to rate YHN’s customer service from a Big Brother style diary room video booth, and their responses will be recorded to help YHN make improvements.
Each of our five local housing offices will also be celebrating Customer Service Week from Monday 3 to Friday 7 and tablets will be set up with an app that customers can use to rate their experience and the service they have received.
YHN staff are also taking Tina “on tour” (by way of a cardboard version!) and will be encouraging customers to ask her a question from each of the local offices and via the organisation’s social media profiles – customers can search YourHomesNewcastle on Facebook and access @NewsfromYHN on Twitter.
Customers can also provide feedback via YHN’s “Chit Chat” group on Facebook (you will need to request to join first) and an e-newsletter will be sent out asking customers about their experience when contacting YHN during the month of September.
Steps are also being taken to help YHN staff better understand the experiences of customers, with senior managers including Tina Drury taking part in a “back to the floor” exercise in customer-facing teams. And some customers will have an opportunity to better understand YHN’s practices by taking part in some work-shadowing later in the month.
Anyone who wishes to attend one of the events on Tuesday 4 october should contact YHN’s customer involvement team on 0191 278 8600 or via firstname.lastname@example.org
to book a place – there’s a session from 10am-1pm and another from 5.30-8pm, both in the Sir Bobby Robson Suite at St. James’ Park.