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At Your Homes Newcastle (YHN), we aim to give an excellent service but we do recognise that sometimes things go wrong. When this happens we will try to put things right and continually improve our service. We aim to put things right straight away and resolve your complaint informally at first point of contact.

We are working hard to make sure we deal with complaints in the best way possible and to make sure we learn from complaints and make changes to our services where needed. We are currently looking at all of our policies around complaints to help us do this – look out for more information about this coming soon.

In order to tell us about your complaint you can contact us online here or via any of our contact numbers or offices.

Here’s a flow chart that demonstrates every stage of the complaints process and you can read our complaints policy here.

Click here to read an overview of our Complaints Handling Code self-assessment
  • What is a complaint?

    If you are unhappy about:
    • The standard of service you receive from us
    • Our response to your request for a service or
    • Something we did or didn’t do
  • Who can complain?

    Anyone who uses our services: tenants, leaseholders, applicants for housing and members of the wider community affected by our services. If you are complaining on behalf of a friend or family member, a consent form must be completed and returned before the complaint can be accepted
  • What information you need to make a complaint

    • Your name
    • Your contact details (if you do not live at the address you are complaining about we will need your address too)
    • What the problem is
    • What you would like us to do to put things right
  • How to make a complaint

    You can make a complaint by:
    • Filling in our Online Form
    • Emailing
    • Telephoning YHN on 0191 278 8600
    • Visiting your local housing office.

      Please tell us what your complaint is about, if you have already spoken to someone at YHN about it and what you would like us to do to put things right.
  • How we will handle your complaint

    Wherever possible, YHN will try to resolve your complaint informally at first point of contact. In the majority of cases, our front line officers will investigate the issue and listen to what you would like to do to put things right. If the case is more complex, or it is not possible to resolve the complaint at this point, the complaint will enter into the formal process.
  • What is a compliment?

    A compliment is when you tell us you are happy. For example if:
    • You receive a good or excellent quality of service
    • You want to praise or highlight the service given to you by a member of staff
  • How do I make a compliment?

    You can make a compliment by:
    • Filling in our online form 
    • Emailing
    • Telephoning YHN on 0191 278 8600 or
    • Visiting your local housing office