www.leazeshomes.org.uk
January 2019
LeazesHomes & People Christmas celebrations see page 6
Our new Chair see page 3
Twelve highlights from twelve months see pages 4 and 5
Our new housing management contract see page 7
YHN Housing Housing Services Services YHN
Housing management services to Leazes Homes are provided by Your Homes Newcastle. Housing management services to Leazes Homes are provided by Your Homes Newcastle. YHN Housing Services @ East End 0191 278 1566 YHN Housing Services @ East End 0191 278 1566 YHN Housing Services @ Kenton 0191 277 4360 YHN Housing Services @ Kenton 0191 277 4360 YHN Housing Services @ Outer West 0191 277 7940 YHN Housing Services @ Outer West 0191 277 7940 YHN Housing Services @ Walker 0191 278 8455 YHN Housing Services @ Walker 0191 278 8455 YHN Housing Services @ West End 0191 277 1484 YHN Housing Services @ West End 0191 277 1484
Other numbers
Leasehold 0191277 2782020 7725 Adaptations 0800 277 0911144 1255 Advice and Support Service 0191 Housing Options Centre 0191 0191 278 8633 †dvb K‡i Avcwb GKwU wjwLZ Abyev‡`i Rb¨ ej‡Z cv‡ib| 0191 8600 Leasehold 0191mvnv‡h¨i 278 7725 Newcastle GB Z_¨ nj BDi †nvg wbDK¨vmjKvDw݇ji mvwf©m mg‡Ü Furniture hviv †Ubv›U‡`i Ni evox mvRv‡Z Rb¨ ewcastle Customer Furniture Ostara Involvement 0191 278 277 7470 dvwb©Pvi dvwb© P vi mieivn K‡i| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ ‡ qvRb nq Zvn‡j GB bv¤^ v ‡i †dvb Ki“brvice Service (NFS) 0191 278 1888 Community Care Alarm Service 0191 278 8699 Newcastle Furniture 0191 278 8633 Envirocall 0191 278 7878 Service (NFS) 0191 278 1888 Envirocall 278(fvovi 7878wnmve wbKvm) GB Z_¨ nj Avcbvi †i›U0191 GKvD›U m¤^‡Ü|centre GB Z_¨and hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq Repairs gas ent nq Zvn‡j GB bv¤^0191 v‡i †dvb278 Ki“b-8740 0191 278 servicing 8633 Repairs Centre and Gas Safe Living cÖ‡qvRb HASBET (Housing Anti-Social 0191 277 8888 Servicing 0191 278 7878 Behaviour Enforcement Team) 0191 278 8740 Housing Advice Centre 0191 277 1711 Young people’s service 0191 277 1190 Service 0191 1190 Centre 0191 277Ki‡Z 1711PvIqv m¤^‡Young Z_¨ nj Avcbvi Ni evox †givgZ Ü|GB Z_¨People’s hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq 277 cÖ‡qvRb nq epairs Housing AdviceGB Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633
Rent
这是有关您的租金账户的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 GB Z_¨ nj †Ubv›U‡`i KvDw݇ji Ni evox †Kbvi AwaKvi m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq 8633 索取。 cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 Repairs This information is about Leazes Homes. Your Homes Newcastle provides a housing management service to0191 Leazes 这是有关要求维修您的住房的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 Rent 這是關於您的租金賬戶的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 278 GB Z_¨ nj wbDKvm¨vj KvDw݇ji †Ubv›U wnmv‡e Avcbvi `vq `vwqZ¡ m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb nancy 278 8633 索取。 Homes tenants.téléphoner If you want this information in your own language we will arrange for an interpreter to help you on au 0191 278 8633 pour obtenir une traduction écrite. fvlvq 索取。 cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 8633 Right to Buy 0191 278 8633.这是有关租客有权购买他们的市政房屋的信息。如果您需要此信息的普通话版本或其它语言版本，请致 ThisZ_¨ information is also in easy read, m¤^ large Braille audio tape. also arrange GB nj Avgv‡`i †jwUsavailable mvwf©m( fvov welqK) ‡Ü|print, GB Z_¨ hw`and <evsjvq> A_ev We Ab¨can †Kvb fvlvq cÖ ‡qvRb nq CH Repairs 這是關於如何要求維修您住房的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 0191 0191 Sign 278 Language 8633 索取。 for you to see a电 British interpreter. Zvn‡j GB 索取。 bv¤^v‡i †dvb Ki“b- 0191 278 8633 278 8633 Tenancy 这是有关您作为纽卡斯尔市政租客所需要承担的责任的信息。如果您需要此信息的普通话版本或其它语 Newcastle Furniture informations concernent le service « mobilier de Your Homes qui fournit du mobilier GB Z_¨ nj BDi †nvgm wbDK¨vmj mg‡Ü| Ges Avgiv » wKfv‡e `vwqZ¡ cvjb Newcastle, KiwQ †m mg‡Ü| BDi †nvgm wbDK¨vmj, HN + Ces Rightgeneral/Homes to Buy 這是關於租客有權購買他們的市政房屋的信息。如果您需要此信息的廣東話版本或其它語言版本，請致 言版本，请致电 0191 8633 索取。 dans leur logement. Si vous avez besoin de ces service aux locataires pour les278 aider àKvDw݇ji s’installer wbDK¨vmj wmwU KvDw݇ji c‡¶ Ni evox e¨e¯’ v cbvi `vwqZ¡ c Ö v ß| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb ople 電 0191 278 en 8633 索取。ou dans une autre langue, téléphonez au : 0191 278 8633. YCH 这是有关我们的出租服务的信息。如果您需要此信息的普通话版本或其它语言版本，请致电 0191 278 informations fvlvq cÖ‡qvRb nqfrançais Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633 8633 索取。 Tenancy 這是關於您作為紐卡素市政府租客所需要承擔的責任的信息。如果您需要此信息的廣東話版本或其它語 Rent Ces informations concernent votre loyer. Si vous avez besoin de ces informations en français ou YHN general / Homes + 这是有关代表纽卡斯尔市政府（Newcastle City Your Homes Newcastle 言版本，請致電 0191 278 8633 索取。 dans une autre langue, téléphonez au : 0191 278Council）负责管理市政房屋的 8633. People （您的纽卡斯尔住房）组织的信息，内容解释了我们是如何运作。如果您需要此信息的普通话版本或其 Repairs Ces informations concernent les demandes de travaux pour votre logement. Si vous avez 0191 besoin de YCH 這是關於我們的出租服務的信息。如果您需要此信息的廣東話版本或其它語言版本，請致電 278 它语言版本，请致电 0191 278 ces informations en français ou 8633 dans 索取。 une autre langue, téléphonez au : 0191 278 8633.
ght to Buy
Right to Buy / Homes + YHN general People
Tenancy
Repairs
N general / Homes + ple
Right to Buy
YCH
Rent
YHN generalTenancy / Homes + Repairs People
Right to Buy
YCH
Tenancy YCH
YHN general / Homes + People
Repairs
YHN general / Homes +
People Right to Buy
Tenancy
YCH
YHN general / Homes + People
8633 索取。 Ces informations concernent les droits des locataires relatifs à l’acquisition de leur logement social. 這是關於 Your Homes Newcastle（您的紐卡素住房）機構的信息，內容解釋了我們代表紐卡素市政府 Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : （Newcastle City Council）負責管理市政房屋以及如何運作。如果您需要此信息的廣東話版本或其它 0191 278 8633. 語言版本，請致電 0191 278 8633 索取。 @ói@óäb @NóäbmóØòìíäb‚@ñòìó䆋ÙØbš@üi@ðîŒaí‚a†@ðmóïäüš@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Ces îŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ informations concernent vos responsabilités en tant que locataire de la municipalité de Nç‹i@ñ‡äòí—q@ 0191 278 8633 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous deآن ces informations enدرfrançais dans uneدرﺑﺎره autreاﻃﻼﻋﺎت langue, ،Newcastle. ﺷﻬﺮدارى ﻧﻴﻮﻛﺎﺳﻞ از ﺳﻮىavez ﺳﺎزﻣﺎنbesoin اﻳﻦ.اﺳﺖ ﻋﻤﻠﻜﺮد ﻧﯿﻮﮐﺎﺳﻞ« و ﻫﺎى ﺷﻤﺎou ﺧﺎﻧﻪ » ﺳﺎزﻣﺎن اﻳﻦ téléphonez au :ﻫﺎى 0191 278 8633. @ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NòŠb’@ñaŠü’@ðäbØòìíäb‚@î ‹Ø@üi@çbåï“å–‹Ø@Àbà@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ ﺗﻠﻔﻦ ﺷﻤﺎره ﺑﺎ دﻳﮕﺮ زﺑﺎن ﻳﺎ ﻓﺎرﺳﻰ زﺑﺎن ﺑﻪ اﻃﻼﻋﺎت اﻳﻦ ﺑﻪ ﻧﻴﺎز ﺻﻮرت در .دارد ﻋﻬﺪه ﺑﻪ را دوﻟﺘﻰ ﻫﺎى ﺧﺎﻧﻪ اداره ﻣﺴﺌﻮﻟﻴﺖ <português> ou noutra língua, queira ligar para o 0191 278 8633. Ces informations concernent notre service location. @óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ Si vous avez besoin de ces informations en Nç‹i@ñ‡äòí—q@ 278 8633de .ﺑﮕﻴﺮﻳﺪ ﺗﻤﺎس ٠١٩١٢٧٨٨۶٣٣ Esta informação refere-se à sua0191 renda. Se @ðäüÑïÝm@òŠbàˆ@ói precisar desta informação em <português> ou noutra français ou dans une autre langue, téléphonez au : 0191 278 8633. @m‹ Šòì@óÜ@çbmŒóyŠó ó÷ óîa‡Ý—bØüïä@óÜ@Šb’@ñaŠü’@ðÙ—åï“å–‹Ø@íØòì@òí—÷@ðäbØóïmóîb‹qŠói@ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ língua, queira ligar@Npara o 0191 278 8633. Ces informations concernent Your Homes Newcastleem : qui chargé gérer les logements sociaux Esta informação refere-se ao8633 pedido de reparações suaest casa. Se de precisar desta informação em Nç‹i@ñ‡äòí— q@0191 278 @ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ@ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷ au nom de ðäbàŒ@ la ou municipalité de Newcastle et para comment nous procédons. Si vous avez <português> noutra queira ligar o 0191 278 8633. ói@ pòŠbió@ @Šóè@ bî@ ñ†ŠíØ@ ói@ óäbîŠbïäaŒ@língua, ãó÷@ m‹ Šòì@ óÜ@ çbmŒóyŠó ó÷ @ Nóîóá—÷@ ð–‹Ø@ ðäbØómóà‚@ óäbîŠbïäaŒ@ ãó÷ besoin de ces Esta informação refere-se direito os langue, inquilinos têm de comprar a sua social. Se informations en français ouao dans uneque autre téléphonez au : 0191 278habitação 8633.
Nç‹i@ñ‡äòí—q@ 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ precisar desta informação em <português> ou0191 noutra língua, queira ligar para o 0191 278 8633. @òìóÝ—bØüïä@ñŠb’@ñaŠü’@çóîý@óÜ@óØ@óîóØó䆋؊bØ@ðmóïäüš@ì@ Your Homes Newcastle @ói@pòŠbió@óäbîŠbïäaŒ@ãó÷ Esta informação refere-se às suas responsabilidades como inquilino social em Newcastle. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633. @ðäbàŒ@ói@óäbîŠbïäaŒ@ãó÷@m‹ Šòì@óÜ@çbmŒóyŠó ó÷ @NpbÙi@ðmóîaŠóiòí–Šói@Šb’@ñaŠü’@ðäbØòìíäb‚@óØ@òìaŠ‡—q@ñòìó÷@ðØŠó÷ idioma, llame al 0191 278 8633. Esta informação refere-se ao serviço0191 de arrendamento. Se precisar desta informação em Nç‹ i@ñ‡äòí—q@ 278 8633@ðäüÑïÝm@òŠbàˆ@ói@óîóè@óÙî†@ðÙ—äbàŒ@Šóè@bî@ñ†ŠíØ Ésta es información sobre cómo pedir quepara se realicen reparaciones en su casa. Si necesita esta <português> ou noutra língua, queira ligar o 0191 278 8633. Esta informação refere-se a organização información en español oà enYour otroHomes idioma,Newcastle, llame al 0191 278 8633. responsável pela gestão da habitação social em nome e a anossa situação actual. municipal. Se precisar Ésta es información sobredo losMunicípio derechosde deNewcastle, los inquilinos comprar su vivienda Sidesta necesita informação em <português> noutra para278 o 0191 278 8633. esta información en españolou o en otro língua, idioma,queira llame ligar al 0191 8633.
Ésta es información sobre sus responsabilidades como inquilino municipal de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre nuestro servicio de adjudicación. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633. Ésta es información sobre Your Homes de Newcastle, que es la responsable de gestionar las viviendas municipales en nombre del Ayuntamiento de Newcastle, y sobre nuestra manera de hacerlo. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.
Leazes Homes Limited, Jubilee Court, Kenton Road, Newcastle Upon Tyne, NE3 3BW. Designed by: barkingdog design and layout. Leazes YHNPrint House, Benton Park Road, Newcastle upon Tyne, NE7 7LX - Designed by: barkingdog design and layout. PrintedHomes, by: Mosaic Management plc. Printed by: Mosaic Print Management plc.
2 2
Our new Chair! We’re very pleased to announce that Dawn Keightley, who joined our Board in August 2017 as an independent trustee, is now our Chair. Dawn brings a wealth of experience to the role, having spent over two decades in the social housing sector. Her background is in supported housing and she is working with the NHS England Transforming Care Programme, focusing on increasing housing choices for people with learning disabilities and/ or autism. She is also the Chair of the North East Housing Learning and Improvement Network (LIN), which explores innovative housing solutions to support older people and people with long term health conditions. Dawn took over from our previous Chair, Bill Midgley, who had been with Leazes Homes since the very start and had served the maximum term he was able. She said: “It’s an honour for me to be leading Leazes Homes as it approaches its
tenth year of operation. I’m looking forward to building on the very strong foundations already laid by my predecessor and the rest of the Leazes Homes team.” We’re also pleased to announce that we gained two new Trustees earlier this year, with the appointment of William Thompson and Ged Walsh. William Thompson currently works for Thompsons of Prudhoe Limited, he is a non-practising, qualified solicitor and during his career has held several directorships and company secretary positions. Ged Walsh currently works for Karbon Homes and has over 30 years of experience working in the construction and housing sectors. He is a chartered surveyor and has worked for several large social housing organisations.
Happy New Year everyone! I’m Dawn Keightley and I’d like to introduce myself to you. I joined the board in 2017 as an independent Trustee, later becoming Vice Chair, and I’m thrilled to be leading the charity now. This is an exciting time for Leazes Homes as we enter our tenth year of operation and with a new housing management contract in place (you can read more about that on page seven). From a personal point of view, I spent the first eighteen years of my life living in social housing and I took the secure, safe and healthy home for granted. It was only when I started working in housing that I realised how different my life could have been without that security and the quality of the property.
I’m very much looking forward to seeing and being a part of the difference Leazes Homes is making to your lives and I hope to meet more of you soon. I also hope you take the opportunity to get involved in helping us to make sure our services suit your needs by considering joining our tenants’ panel – you can read more about that on page seven too. Dawn Keightley Chair of Leazes Homes
3
Twelve highlights from twelve months A review of our year, 2017-18 One
Two
During the last financial year, we added a further 127 properties to our portfolio, bringing the total number to 718. Two of our new developments were specifically designed to support those with dementia.
Streets on our new housing development in Dinnington were named in honour of local soldiers who lost their lives in the first world war. Holmes Close, named after Private Robert Holmes who died towards the end of the Battle of the Somme, is home to five bungalows managed by Dementia Care. Private Holmes’ family attended the official opening, which also included and a minute’s silence for the fallen.
two
Three
Four
While building work was going on in Benwell, Roman remains were discovered which were described as; “perhaps the most significant find in the region for over 50 years” by the archeologist who discovered them.
We gained two new Trustees in 2017, Dawn Keightley, who would go on to become Vice Chair and later Chair in 2018, and Mick Brady who joined as a tenant trustee after all of our tenants were invited to apply for the position.
The Archaeological Practice
Five
Six
Residents of Trevelyan Court, our extra care development in Newbiggin Hall, took part in a Rookie Golf competition with local children from Cheviot Primary School. The children originally met residents through a science project on the aging process and the group got on so well that they arranged a social get together. Many of our developments have regular social activities and last year this included Halloween and Christmas parties, film and games nights, and summer BBQs.
Leazes Homes got its own new home, with an office move to Jubilee Court near Gosforth in September. This was good news for us as it means we’re closer to our communities and able to see some of our tenants more often.
Eight
Seven
A group of tenants met up in March to get involved in procurement for the repairs and maintenance service, they also discussed tenant involvement in general and together we decided to set up a tenants’ panel. They’re always looking for new members if you’re interested in taking part – just get in touch if so! We also created three new apprenticeships to help support young people into work.
In October, we adopted the National Housing Federation’s Code of Governance, helping us to demonstrate the highest standards of governance. We also continued to qualify as a Homes England investment partner, meaning we can continue to receive grants to develop new properties
Nine
Ten
New accommodation for older people in Throckley was officially launched by the Lord Mayor of Newcastle in December, with a festive reception for residents. The building, which houses 46 highspecification apartments, has a “dementia friendly” design as well as landscaped gardens and a shared lounge.
We received only two complaints throughout 2017-18, which is half as many as last year. The average time taken to complete repairs reduced to 4.5 days during the year, which is below the target agreed in advance.
Eleven
Twelve
We continued to make efficiency savings throughout the year, including appointing a new grounds maintenance contractor.
We were in a very strong position at the end of the year, as we exceeded our financial forecasts and looked ahead to adding a further 46 properties to our portfolio. We also started a housing management procurement exercise to help ensure we’re getting the best possible service for all our tenants.
Want to know more?
Financial results
This year £’000
Turnover (rent and service charges) Running costs Sundry items Net interest cost Funds available for future investment in services
5,187 (3,790) 0 (1,021) 376
Last year £’000 4,286 (2,980) 6 (752) 560
A full breakdown of our financial results is available from www.leazeshomes.org.uk – please just contact us if you’d like us to explain anything in more detail too.
If you would like to learn more about our performance you can read our quarterly performance reports on our website at www.leazeshomes.org.uk For further details, or if you have any other queries regarding the information in this document, please contact us via info@leazeshomes.org.uk or call 0191 278 8784.
Christmas celebrations Station Court’s super sing-along
Lots of our tenants had a jolly old time at parties organised by YHN staff last month as you’ll see from the photos on this page! Residents of Station Court, one of our developments for people with learning disabilities, welcomed residents of a similar development in Napier Street to a fantastically festive evening the week before Christmas.
Station Court residents also showed their guests the many gifts they’d collected at their “donation station”, which was set up to help children in hospital at Christmas time – they were donated to the oncology ward at the RVI’s children’s hospital the week before the big day. Well done to Ralph who organised this (he’s our cover star in this issue!).
They were encouraged to “get their sparkles on” and were entertained by Kewen, who sang songs from the 60s, 70s, 80s and 90s. A lovely buffet was also enjoyed, and residents were able to show off the refurbishments that have recently happened in their communal areas, including new furniture and decorations, as well as a painting spruce up.
Christmas Jumper Day at Lawson House
Residents of Lawson House, our extra care development in Byker, had a similarly festive time when they marked Christmas Jumper Day with a delicious afternoon tea. There was also a singer, and a raffle, with fantastic prizes, including hampers, chocolates and even a cuddly toy! 6
Our new housing management contract Following an extensive procurement exercise, we’re pleased to announce that we have appointed Your Homes Newcastle (YHN) as our housing management contractor. You may remember that we wrote to all tenants at the start of the process to see if anyone would like to be involved, and, after a very thorough exercise, we were pleased to re-award YHN the contract. YHN has provided housing management services to Leazes Homes tenants since we were set up, but we have a new agreement with them now and this will run for the next five years. YHN will provide services such as allocating properties, collecting rent, dealing with anti-social behaviour, and providing advice and support under the new contract. We know it can be quite confusing when there are so many organisations involved in your tenancy, so, just as a reminder, Leazes Homes is your landlord (i.e. we own your property) and Your Homes Newcastle provides housing management services on our behalf (as mentioned above).
If you live in a Leazes Homes property – and you will only receive this newsletter through your door if you do – you are not a Newcastle City Council tenant. You may, however, have had some involvement with the council, possibly if you live in supported accommodation and have contact with adult social care, for example. You may also have a member of staff from the city council come to your house if you report a repair, as Leazes Homes contracts this work to Newcastle City Council. And, if you live in supported accommodation, for example in one of our extra care developments Trevelyan Court, Kilbourn House, Lawson House or Dewley House, you may also have care staff on site who help with certain needs – in these cases, the care contract is organised by Newcastle City Council and the care staff have a different role and different responsibilities to the staff from Your Homes Newcastle who are also based there.
If you have any queries about the tender process or YHN’s role, please don’t hesitate to contact us on 0191 278 8784 or email info@leazeshomes.org.uk
Would you like to suggest improvements to us? What about challenging our Board when you think we’re not meeting the needs of tenants? The tenants’ panel could be for you! A group of tenants met earlier this year to look at the procurement of our repairs and maintenance contract and we all decided it would be useful to have a panel of tenants who could help us to make sure we’re meeting everyone’s needs. We’re setting up a panel of tenants and leaseholders that will be able to review services, suggest improvements, challenge Board and
management team when performance falls below standard, help to appoint new contractors and act as a sounding board for new ideas and potential new services. The panel will be chaired by our tenant trustee, Mick Brady, and will produce an annual plan, which we’ll share in a future newsletter and on our website. This is a fantastic opportunity to influence the way we work while at the same time building up new skills and experience! Interested? Just contact us on 0191 278 8784 or email info@leazeshomes.org.uk. We’d love to hear from you! 7
We love hearing from you We know that listening to our customers is at the heart of delivering excellent customer service, so we love it when you get in touch, even when you’re telling us about something that has gone wrong. Receiving compliments and complaints helps us to think about how we are delivering our services and find ways to make them better, so we really do want to hear from you.
• Visiting one of the housing services hubs and talking to a member of staff (you can find out which hub is nearest to you on page 2).
How can I get in touch?
YHN recently improved how they deal with complaints, so they now deal with most complaints immediately.
If you have something to say then please tell YHN so they can put it right or, if it’s a compliment, carry on doing it. The easiest way for you to make a complaint or give us a compliment, is on YHN’s website (www.yhn.org.uk). Simply search for ‘complaints’ or ‘compliments’ or follow the ‘contact us’ links to find their online reporting form. Does it have to be online? Not at all. You can also give YHN your compliment or complaint by: • Calling the customer services team on 0191 278 8600 • Emailing the customer services team at yhnccc@yhn.org.uk
What will happen then?
This means that if you’re making a complaint they will always try to fix the issue at the point you tell them about it. However, sometimes this isn’t possible and they will need to spend some more time investigating the problem as a formal complaint. If this happens, they will tell you what is happening and give you the name of the person investigating your complaint. And if you’re making a compliment, you’ll make their day and they’ll make sure they pass it on to the person or team your compliment is about so they can carry on getting it right!
The easy way to report repairs Newcastle City Council has improved their online repairs portal so it’s easier for customers to report non-urgent repairs. The portal has been redesigned based on feedback received from customers and is now much more user friendly and works on computers, smart phones and tablets. They’ve also simplified the steps you need to take to report a non-urgent repair, so you can simply
8
select the repair you need and a time that is convenient for you. So, next time you need to report a non-urgent repair, don’t wait on the phone, report it online at www.newcastle.gov.uk/repairs. There’s also a link to a feedback form on the portal, so if you’ve used it and have an ideas about how we can make it even better, please let us know. www.newcastle.gov.uk/repairs