A blog from Liviu, Customer Service Committee member

"The last 18 months provided unique challenges and opportunities for all of us trying to improve customer experience at YHN.

"The pandemic limited our ability to meet face to face and to carry out a number of useful activities like site visits that we used to do in the past, but at the same time it enabled us to meet lots of people online and to work in new ways that previously we didn’t think it was possible. We could talk to each other and collaborate online even if we were in a different country, as I attended meetings with YHN while visiting friends and family abroad. 

"Working more online helped me understand better the needs of customers when they interact with a website or an interactive portal and I used this knowledge to test the new YHN website and customer portal. I provided some feedback that I hope helped the website become easier and faster to user by customers. 

"But occasionally I managed to have very useful face to face meetings, like the visit to St James Stadium to learn more about the new building Newcastle United Foundation is constructing right in my neighbourhood. This is quite an exciting project and we can’t wait to see it finished as it will be a fantastic facility for young people with a passion for football and the entire community will benefit significantly from it. 

"During this time, I also participated remotely in the work  of the Housing Ombudsman’s Residents’ Panel. As a fairly new initiative, one of its priorities was to let tenants and residents know about what the Housing Ombudsman does and how it can be accessed. 

"Finally, I took part in quite a few debates about the white paper about social housing introduced by the Government and what will be its impact on us, tenants as well as on our relationship with housing providers. 

"All in all, it has been a very busy and productive period, despite the challenges posed by the pandemic."