Table of Content
Our customers and communities are really at the heart of everything that we do here at YHN. – there are some services which we can’t rate, while some might be under appeal from the provider. – the service is performing badly and we've taken enforcement action against the provider of the service. 9.1 A central record of all compliments will be held by YHN’s Customer Experience Team. All compliments will be logged within two working days of receipt and sent to the relevant manager to share with their team. 5.3 When we receive a complaint, we will ask the customer about any individual needs they have and take reasonable steps to accommodate those needs.
Housing Plus – Assisted Living housing is only available to people with a specific care need that can be met by our service. Newcastle City Council will carry out an assessment of your needs to find out if you are eligible. How we carry out our work makes a big difference to customers and colleagues. For services we haven't rated we use ticks and crosses to show whether we've asked them to take further action or taken enforcement action against them.
Complaints and compliments
To give a compliment about our staff or services, please complete our compliments form.
YHN have a range of dedicated and award-winning advice, information and support services that are available to help you through the Cost of Living Crisis. Ounded in 2004 to manage council homes, leasehold properties and a range of support services on behalf of Newcastle City Council. The complaint will be investigated by an appropriate and independent YHN manager. The manager will produce a written response which will include the Stage 1 outcome and provide reasons for the decision they have reached.
Services we don’t give a rating
The final response will also include information on the customer’s right to refer the complaint to an Ombudsman Service. 5.5 We will comply with the Equality Act 2010, and we are committed to ensuring that people are not disadvantaged in accessing our services or in their ability to make a complaint. This is reflected in our Equality and Diversity Framework which can be found online.
The customer will be advised that the Stage 1 response was the final response, and they will be provided with information on how to refer the complaint to the Ombudsman. We will not unreasonably refuse to escalate a complaint through the complaints process and will only do so when there are clear and valid reasons. The Housing Ombudsman’s Complaints Handling Code provides clear guidance about how housing providers like YHN should deal with customer complaints. We have looked at the ways we meet the guidelines set out in the Code to understand what we are good at and which parts of the complaints process we need to get better at. We don’t have pushy sales reps but people who are passionate about NFS and the service we offer. We know our service delivers tangible and long lasting benefits to you, your customers and communities.
Your Homes Newcastle Stock (58.3KB) - Newcastle City Council
A compliment is an expression of satisfaction, delight, or thanks in relation to the customer service from one of our employees or someone acting on our behalf. Compliments help us to know when we are getting things right and will be recorded by YHN’s Customer Experience Team to help us share good practice. This procedure sets out Your Homes Newcastle’s approach to managing complaints and compliments. This procedure applies to functions YHN perform on behalf of Newcastle City Council , including the management of Newcastle City Council’s housing stock. We provide high quality homes together with person-centred customer support. You can also search Find an officer to find contact details for your housing officer, income officer and caretaker (if you live in a multi-storey).
7.1 If the customer is dissatisfied with our handling of their complaint, they can take their complaint to the relevant Ombudsman service. 6.3 The AD will review the initial investigation and Stage 1 complaint response. They will also consider any new information as part of their review, including any evidence submitted by the customer. 6.2 A full written Stage 2 response will be sent to the customer within 20 working days of the complaint being escalated. 5.4 A customer can ask for a representative to deal with a complaint on their behalf.
Ombudsman service
For example, where another policy or procedure has an appeals mechanism in place, such as allocations. In this instance, where possible, we will signpost the customer to the appropriate internal process or external organisation to deal with the complaint (e.g., Newcastle City Council, the Police etc.). 3.2 A customer can be a tenant or leaseholder, or any person, group or organisation who has reason to make a complaint or compliment relating to functions YHN perform on Newcastle City Council’s behalf.
The response letter will include details of how to escalate the complaint to the next stage of the process and information about the Ombudsman service. This procedure applies to all customers who YHN deal with on behalf of Newcastle City Council. A customer can include anyone who receives a product or service from us including Newcastle City Council tenants and leaseholders, and other users of services we provide on behalf of the Council. However, we understand that sometimes things go wrong, and in some cases, we do not meet the expectations of our customers. This procedure recognises that any feedback from customers, whether a complaint or a compliment, is a valuable source of information. We are committed to taking all feedback seriously and using it to help us learn and improve our services.
For example, if the customer would like to receive correspondence in large print, in another language, or if they want to communicate only by email about the complaint. In such cases, the complaint will be considered to determine if there are any exceptional circumstances which may cause us to investigate it. You can find a copy of our complaints policy on our policies and strategies page.
We continually reinvest our money back into our homes, services and communities to create amazing places where people are proud to live. 10.2 We will involve customers in the review of this complaint procedure and report on a regular basis on themes and trends to customers via our website, newsletter, and other communication channels. 8.3 We will look beyond the circumstances of individual complaints and consider whether there are any opportunities to learn in terms of processes and systems which will benefit all customers. 6.4 A further written response will be provided to the customer’s preferred method of contact.
This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. What we have found what works well is an informal chat to talk through how the service works and how other housing providers have successfully integrated the service. Find out more about why you should work for us and how to apply by clicking the link below. We are looking for people with the right mix of skills and abilities to work with us to create homes and neighbourhoods we can all be proud of.
We work hand-in-hand with our customers and it's their voices that inform the improvement and development of our services. 8.2 We will always be accountable for our actions and transparent in the way that we handle complaints. Creating and embedding a positive complaint handling culture is very important to us.
In these instances, we will always seek permission from the customer to ensure they are happy for us to correspond with the third party on their behalf. Customers have the right to challenge this decision and seek advice from an Ombudsman Service. Details of how to do this will be provided on the letter explaining why we cannot investigate the complaint. C) The issues raised have already been considered under the complaints procedure. As one of the largest property management organisations in the region, our passion is creating great places where people can be proud to live.
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