Listening to your views, and acting on them
As our customers, you are the best people to tell us how our services are performing and where we can improve.
Our Customer Insight and Engagement Team want to make it as easy as possible for all YHN customers, leaseholders and Leazes Homes tenants to have their say about our services.
Engagement is a two-way process:
Our aim is to offer you the best and easiest ways to have your voice heard, and most importantly, listened to and acted upon. In return we will keep you informed about how your involvement has shaped and improved what we do.
We send out regular newsletters to customers who want to be kept updated on our engagement news, you can read previous copies below and can email us at email@example.com to let us know if you’d like to receive them.
How you can get involved
There are lots of different ways you can get involved no matter what your needs are, the skills and experience you have, or the amount of time you have to spare. To contact the Customer Insight and Engagement Team about getting involved you can email firstname.lastname@example.org or call us on 0191 211 5400. We also have an online contact form if you would like to register your interest with us.
Here are some of the ways we can work together:
Customer Voice Group
The Customer Voice Group ensures that customers’ voices are heard by YHN leadership team and the YHN Board. The group directly influences the way YHN delivers services and you can read more about them here. They recently interviewed our Managing Director, Tina Drury, and put some of our customers' most pressing questions to her - you can read her responses here.
To find out more or register your interest please get in touch with us.
We have a customer-led Complaints Panel which is supporting us to learn from complaints made by customers and to make service improvements. You can find out more about that here.
Scrutiny Involvement For Tenants (SIFT)
SIFT are a representative group of tenants and leaseholders who work as a team to improve services for all Newcastle City Council tenants and leaseholders. SIFT members are all volunteers. You can find out more about SIFT here > https://www.sift-newcastle.org/
Newcastle Independent Tenant Voice (NITV)
Newcastle Independent Tenant Voice (NITV) gives all YHN tenants and leaseholders a voice on important local and national social housing issues. This includes when the government decides to change housing policies, or when the council makes decisions affecting YHN tenants and leaseholders, for example: how properties are allocated, where new properties are placed and changes to the tenancy agreement. It’s an opportunity for customers to share their views and influence housing policy. For more information please visit: https://www.newcastle.gov.uk/services/newcastle-independent-tenant-voice
Our engagement menu
Whether you’re interested in longer term engagement or just one-off engagement, we’ve got a range of ways you can get involved. If you want to get involved but not sure how, our team can help, just contact them by emailing email@example.com
The YHN Community Fund aims to have a positive impact on the communities where YHN has homes by investing in community projects and partners that are already doing great work and helping them to achieve more.
The fund is open to voluntary and community sector organisations in Newcastle. Visit the news section of our website to see the projects that received funding from this year’s fund.
How we engage with you
To make sure your voice is heard, we sometimes carry out satisfaction surveys over the phone and you might get a call from one of the following numbers to give your feedback:
0191 622 4213
0191 622 4214
0191 622 4215
0191 622 4216
Our Customer Insight and Engagement Team are often out and about across the city and could visit your home to ask your views. All our staff wear an ID badge, so remember to ask for ID if someone comes to your door.
Connect with us online
Check out our news and what's onpages or connect with us on social media to keep up to date with what's happening in your community or take part in one of our Engagement events or surveys.
- Follow us on Facebook
- Join our YHN Chit Chat Facebook group – where you can interact with other customers and have your say.
- Follow us on Twitter
What getting involved means for you?
We want all of our customers to have a voice and here’s some of the benefits of getting involved:
- Out of pocket expenses
- Learning opportunities
- Making a difference
Now it’s up to you…
Do you want your voice to make a difference and work with us to improve our communities? If you do then you can get in touch by emailing firstname.lastname@example.org to speak to our team or calling us on 0191 211 5400.
Need more information?
If you would like to register your interest in taking part in customer engagement opportunities, please complete our online form.