In the past year, big changes have been made to improve some of our key services. Like bringing the repairs team in house, expanding our complaints team and making some changes in how they work, and making sure our homes are energy efficient and fit for the future.
Download and read the full report, or play this short video and let our colleagues give you a rundown of the highlights:
Having somewhere you can be proud to call home isn’t just about those four walls, it’s about your community. So, we’ve spent £150,000 on over 300 improvement projects based on customer feedback. That’s on things like replacing old equipment and making spaces safer for children. We’ve been working closely with customers and community partners to get everyone together for activities and events too... because that’s what a community is all about!
77%
customer satisfaction
£9m
spent on repairs
59,091
day-to-day repairs
We logged 1,228 complaints this year, with the top reason being the length of time taken to complete a repair followed by the standard of work and then missed, late or cancelled appointments. We’ve made some changes to our complaints team to support the increase we’ve seen in complaints. The team now sits under one roof, with new specialist leaders, and the number of resolution experts now doubled.
To help improve services for our customers, we needed feedback! 16,831 customers were engaged with, 21 surveys were sent out, 10 policies were co-designed with customers, and 434 extra care scheme events were held. Thank you so much if you took part!
929
customers were referred for coaching
£1.5m
total customers were better off financially using our money & tenancy coaching services
312
customers that used these services improved wellbeing
Customers also told us that they'd prefer a Yorkshire Housing colleague to be the one to do their repair over a partner company...so, the whole of repairs was brought in-house across the whole of Yorkshire.
Damp and mould has been a big focus this year, and a specialist damp and mould team has been created to help with prevention and repairs. We’ve also stepped up our customer experience advisor training, so everyone has the skills and knowledge to get you the answers you need on that first call, reducing the wait times when you do need to ring us.
Last year, a total of 112,956 calls to the customer experience centre were answered by customer experience advisors.
100%
of homes meet the Decent Homes Standard
£21.5m
invested into our customers’ homes
On the road to net zero, improved home standards has been a real focus, working with the Homes & Environment Group too. An exciting part of this has been future proofing investment plans by using data to make decisions. This includes damp and mould profiling and energy performance information!
Did you know? This year we’ve installed more solar panels than ever before!
Since December 2022, almost 10,000 stock condition surveys have been carried out, to help better understand the condition of customers’ homes and plan for future investment. And any urgent remedial work has been done along the way.
In 2023, we welcomed a new Chair of the Customer Voice and Review Committee (CVRC), Phil. He’s been a Yorkshire Housing customer since 2017 and is keen to make sure the customer voice is represented at all levels of Yorkshire Housing.
In the past year, the CVRC have been working on developing place plans for our communities, joined sessions with managers to lift the lid on what it’s like to be a customer, contributed to the new customer strategy and review customer insight and engagement plans and progress – wow, that’s reet exciting stuff!
