yhn promises Local offers

Each year a number of YHN’s targets are set based on customers’ priorities – we call these “local offers”

Throughout the year we have gathered feedback from the customers on the issues that matter to them. Based on these priorities, there are eight customer priority actions (local offers) included in the targets for next year.

Tenants identified their priorities as:

  • Collecting rental income
  • Managing empty properties and the cost to the organisation
  • Repairs satisfaction level and how long it takes to complete a repair
  • Having decent neighborhoods; listening to customers views and understanding satisfaction levels
  • How support makes a difference to older people living in our communities
The Targets are in this year’s delivery plan which can be found here

Our customer promises are a commitment from us to deliver the quality and range of services you have told us you want.

We worked with customers to develop the promises so that they reflect what matters most to you.

We’ve grouped the promises into themes to show the journey of a YHN customer, so they cover things like getting your home, maintaining your home and living in a YHN managed neighbourhood. 

Our customer promises are:

  • Support to find a home
  • A decent home and reliable services
  • Neighbourhoods to be proud of
  • Support during your tenancy
  • Good customer service and treat you fairly
  • Clear information and ways to have your say
Click on the headings below to read more about each customer promise.

  Putting things right

We will always try to provide the best services that we can. If, however, you are not satisfied with our service, please let us know and we will try to sort out your complaint immediately. If you are still not satisfied, please visit Complaints and Comments which gives you details about how to complain. A senior manager will investigate your complaint and write to you within 10 working days.

  • Support to find a home

    Support

    Housing Options

    • When you are looking to move home we promise to make your application and viewing process quick and easy.
    • We promise to explain the different housing options and help you decide on the best one for you.
  • A decent home and reliable services

    Decent home

    Repairs and investment in your home

    • We are committed to providing a repairs service where staff turn up on time and repairs are completed to a high standard at first visit.
    • We promise to contact you before carrying out any major investment work in your home.

     

  • Neighbourhoods to be proud of

    Neighbourhoods

    Tenancy and Estate Management and Environmental Services

    • We promise to work with residents to create clean and safe estates

    Concierge

    • We promise to work with residents to create clean and safe estates
    • We promise to provide a concierge response service 24 hours a day, seven days a week.
    • Our concierge service promise to carry out a security check on anyone requesting entry to your block of flats.

    Anti-social behaviour

    • We promise to make best use of partnership working when dealing with cases of anti-social behaviour

    Sheltered housing

    • We promise that each sheltered housing scheme will have an officer to provide support and carry out a daily Health and Safety check.
  • Support during your tenancy

    Support during

    Income Management and Advice and Support

    • We promise to provide a range of ways to pay your rent and we will help you decide which method is best for you.
    • We promise that we will provide expert and confidential help if you need advice about money, rent or benefits
    • If you are receiving advice and support from us we promise to agree how often we contact you.

    Housing Options

    • If you are having an adaptation done in your home we promise to clearly explain the different roles of the officers who you work with.
    • We promise to check the quality and safety of your adaptation when it is fitted.

    Community Care Alarm Service

    • We promise to be quick and efficient when responding to Community Care Alarm calls and requests for installations.

    Young People's Service

    • Young People's Service promise to provide new opportunities and choices to help young people live independently.
  • Good customer service and treat you fairly

    Customer service

    Customer Service

    • We promise that YHN staff will be friendly and welcoming
    • If you make a complaint we promise to deal with it quickly and fairly
    • We are committed to using your preferred method of contact if you have told us that you have one
    • If you have a query or a complaint, or you use one of our services, we promise to provide you with a named officer and we will keep you informed in a way that suits you

    Equality and Diversity

    • We promise that our staff will respect and treat customers fairly
  • Clear information and ways to have your say

    Clear information

    Leasehold, Right to Buy and Customer Involvement

    • We promise to give you the right information at the right time.
    • We promise to promote new schemes and opportunities that we are providing.
    • We promise to give customers who get involved with us the opportunity to develop their skills.
    • We promise to inform customers how their involvement has made a difference to the services that we provide.

    Furniture Service, Garden Care and CCAS

    • If you are signing up to a service with us we promise to clearly explain the terms of the agreement.

    Older person's housing

    • We promise that our older person's housing customers will be kept informed through house meetings
  • Rent collection

    Our objective2016-17 target

    Make the money deliver

    Collect £110.69m of rent by 31/03/2017

    Make the money deliverRent arrears not to exceed £2.87m by 31/03/2017

     

  • Letting empty homes

    YHN objective

    Proposed 2016-17 target

    Make the money deliver

    The void rent loss not to exceed £1.40m by 31/03/2017

    Make the money deliver

    The average re-let time for void properties not to exceed 53.3 days by 31/03/2017

     

  • Anti-social behaviour

    YHN objectiveProposed 2016-17 target

    Working together to realise a brighter future

    Resolve 96% of Anti-social behaviour cases investigated by 31/03/2017

     

  • Effectively manage local estates

    YHN objectiveProposed 2016-17 target

    Create homes and neighbourhoods we can all be proud of

    80% of customers who are satisfied with the condition of their neighbourhood by 31/03/2017

     

  • Capital programme

    YHN objectiveProposed 2016-17 target

    Create homes and neighbourhoods we can all be proud of

    Build at least 137 new council owned homes by 31/3/2017

    Create homes and neighbourhoods we can all be proud of

    Deliver the capital programme on time and in agreed budget during 2016-17