W elcome to your news and updates about your vi ews. Hi from Your Homes Newcastle's Customer Involvement Team. We are Heather, Libby, Jill, Lou and Amina. October was all about customer service! First of all a big thank you to all our customers who have been involved in lots of different ways in helping us understand how we are doing at the minute and where we need to improve our customer service. We have spoken to over 200 customers in a number of ways including through social media, our customer event at St James Park, an online survey and through real-time exit surveys with customers at our local offices. In this special edition of Your Homes, Your Views we want to give you a snapshot of what you have told us during customer service month so please read on. We will be in touch again in the next 6 months to show you how we have listened to your views and what we are going to change.
Thanks for making a difference! The Customer Involvement Team, November 2016
The Main Event On 4th Oct customers met with us at St James Park to have a chat with our new Managing Director Tina Drury, tell us your thoughts on our current customer experience and where to improve and focus our efforts. Watch this video to see what you told us and what you would like to see YHN doing differently in the future.
Work Shadowing Customers spent some time work shadowing a range of YHN services. This was really insightful for us and they all said they hadn't realised the variety of things we do. They scored the services highly for customer service. Watch Ben's insight here, here and here from his time with our tenancy and estates and housing options team at Walker.
How Did We Do? During customer service week we asked customers who visited their local office to tell us what they thought of the service they had just received. From this you scored the service from our hubs 4 out of 5. You felt staff were knowledgeable and helpful. The main improvement area was to reduce waiting times.
Survey Results Customer completed an online survey on our overall customer service. We received 124 response with 84 from customers who had used our services during customer service week. In 96% of responses people had to contact us twice to get their issue resolved.
Tap the App We piloted at our local housing offices our new customer service app to rate YHN's real-time customer experience. You rated your experience great 96% of the time at the East End hub, 84% of the time at the Kenton hub, 94% of the time at the Outer West hub,
Congratulations! Well done to Alan who was the winner of our Main Event tablet prize draw and Hazel who was the winner of our customer service online survey Intu shopping voucher prize draw. Just for taking part in these activities and getting involved these customers have won a
The repairs service was contacted the most which we'll feed into the Repairs and Maintenance Service review.
89% of the time at the Walker hub and 91% of the time at the West End hub.
little something. Congratulations, we hope you enjoy your prize!
Joi n us on YHN Chi tChat
S tay C o nne c te d 1234 Main Street, Awesomeville, MA ¡ 555.555.5555