April 24 Newsletter

You Said, We Did.

We receive your feedback in a variety of ways, including surveys and engaged groups. Any time a gap in service is identified, we do what we can to use your feedback to improve services for all customers.

We've included above just some of the changes that have been made, including:

You said	We did
“The new tenancy pack needs to be more accessible and easy to search for online.”	An accessible tenancy handbook was added to the website and the search function was improved.
“I’d like a guide for my heating and instructions for simple DIY.”	Heating manuals are now available in hubs and we have shared ‘how to’ videos for simple DIY projects.
“I’d like to know more about the caretaking service and standards.”	The standards are now online and were listed in Homes and People magazine. ‘Meet the caretaker’ sessions also took place in high rises.
“I’d like more information on how to use my intercom.”	An information leaflet on operating intercoms is now available from housing officers or in hubs.
“I’d like more information on damp and mould in my home.”	The Customer Voice Group made some educational videos about damp and mould, available online.
Survey feedback showed the top languages spoken by YHN customers.	The letterhead for all YHN letters was changed to include the top languages spoken.
“I am not happy about litter and fly tipping in my area.”	Our ‘Summer of Action’ included city-wide clean ups to clear the streets of litter and fly tipped items.
“I’d like to know my position in the queue when calling the contact centre.”	A trial is underway in which customers ringing the repairs line are informed of their position in the queue.
“I’d like the annual report to include things important to me.”	Customer feedback from a survey was used to influence the content of the Customer Annual Report.
“I’d like larger fridge freezers to be available through the furniture service.”	Following customer feedback from a survey, larger fridge freezers were added to the range of products available.
The Complaints Panel reviewed and gave feedback on the complaints letters.	The feedback has been sent to the complaints team to incorporate the suggestions in the letters.
“I’d like a copy of my complaints when filling in a complaints e-form.”	IT are reviewing all e-forms and looking into having an automatic reply function.