29 September 2023

Improving how we deliver housing services to you

Guides and advice

Improving how we deliver housing services to you

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From October 2023, we are merging our Housing Solutions and Housing Services teams to make it easier for customers to get the services they want from us when they need it.

What does this change mean?

From now on, instead of having one team that deals with housing applications and a different team that deals with tenancy management, these services will be provided by one team based at the housing office that covers your local area.

This means that you will have one point of contact for all of your housing management requests, from applying for a home to signing up, moving in and handling day to day enquiries.

How will this improve services?

Your local housing team will be your point of contact from the day you start the housing application process until the day you move out (if and when you choose to do so).  This means our housing teams can get to know our customers better and make sure we respond to your needs. 

We’re also increasing the number of staff working in the team so that we are able to provide a quick and efficient service, which we know is important to everyone. 

A new Housing Needs Assessment team will also take responsibility for all health application decisions and banding appeals which will streamline how these are processed.

Why are we making this change?

We have recently carried out a review of our housing management service.  This means we have spent time looking at how our teams are structured and listened to feedback from both staff and customers about how our service can be more effective and straightforward for customers who need to contact us. 

Which housing team do I contact?

Central team – Kenton Community Hub, 0191 278 8600, central@yhn.org.uk

  • Blakelaw
  • West Fenham
  • Wingrove
  • Arthurs Hill

East End team – Walker Community Hub, 0191 278 8600, eastend@yhn.org.uk

  • Byker
  • Heaton
  • Ouseburn
  • Manor Park
  • Dene and South Gosforth
  • North Jesmond
  • South Jesmond

Kenton team - Kenton Community Hub, 0191 278 8600, northkenton@yhn.org.uk

  • Gosforth
  • Kenton
  • Parklands
  • Fawdon and West Gosforth
  • Castle

Outer West team - West End Community Hub, 0191 278 8600, outerwest@yhn.org.uk

  • Kingston Park and Newbiggin Hall
  • Denton and Westerhope
  • Callerton and Throckley
  • Chapel
  • Lemington

Walker team - Walker Community Hub, 0191 278 8600, walker@yhn.org.uk

  • Walker
  • Walkergate

West team - West End Community Hub, 0191 278 8600, westend@yhn.org.uk

  • Benwell and Scotswood
  • Monument
  • Elswick
     

Other ways of getting in touch

Up to date opening times for all of our housing offices and our customer drop-in sessions in community venues are available on our website at www.yhn.org.uk/our-offices.  We review these regularly and change them as needed to meet demand. 

You can also search for contact details for your housing officer, income officer or caretaker at www.yhn.org.uk/find-an-officer. 

To report a repair or contact us about your rent account or anti-social behaviour, please get in touch with our dedicated teams:

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