We believe a safe place to call home is about more than just bricks and mortar, it’s about feeling secure, connected, and supported. Our Customer & Community Strategy sets out how we’ll deliver services that meet our resident’s needs, support those who need extra help, and build stronger communities across Your Housing Group (YHG). 

We’ve listened to our residents and know that feeling safe, supported and connected matters just as much as the quality of the home itself. This strategy helps us respond to changing needs, rising expectations, and new regulations. We have the strategy in place to:  

  • To improve services and make them more responsive 

  • To support residents with vulnerabilities 

  • To strengthen communities and neighbourhoods 

  • To meet new consumer standards and regulations. 

What we've already done

We’ve made real progress over the last few years, and we’re building on strong foundations. 

So far, we’ve: 

  • Increased customer satisfaction by 30%

  • Improved how our residents can engage with us 

  • Created a regional model with more front line support 

Our goals by 2027

We want every resident to feel heard, supported and safe in their home and community. 

By the end of 2027, we aim to: 

  • Deliver high-quality services that meet resident expectations 

  • Meet all regulatory standards and go above and beyond where we can 

  • Offer tailored support for residents who need it 

  • Use data to understand and respond to our resident’s needs 

  • Strengthen neighbourhoods with local plans and partnerships 

  • Make better use of technology to improve services and communication. 

What we're doing next

We’re focusing on what matters most to our residents - safe homes and communities, and services shaped by them. 

Our next steps: 

  • Promoting a Customer First culture across YHG 

  • Supporting colleagues with the right training and qualifications 

  • Improving how we use data to identify needs and offer support 

  • Expanding opportunities for customers to engage and influence our services 

  • Developing neighbourhood dashboards to target support where it’s needed most 

  • Working with partners to tackle ASB, domestic abuse and improve access to services. 

Measuring our improvements

We’ll know we’re making a difference when residents tell us they feel heard and when our services reflect what they need. 

We’re aiming for: 

  • Services that residents trust and value 

  • Support in place for those who need help to live well 

  • Safer communities 

  • Better value for money through smarter service delivery 

  • Higher customer satisfaction with YHG as a landlord. 

Challenges we're watching

We know there are risks, and we’re planning ahead to manage them so we’re 

  • Making sure we have the right skills and capacity to deliver 

  • Staying ahead of changes in law and policy 

  • Responding to rising mental health needs, domestic abuse, and the cost of living crisis 

  • Adapting services for older residents, those with mobility issues, and those facing poverty. 

Making the most of every pound

We’re committed to delivering value for money and we’re doing this by: 

  • Investing in technology to improve service delivery 

  • Building strong partnerships to share resources and expertise 

  • Using data to target support where it’s needed most 

  • Encouraging community-led initiatives and volunteering. 

This strategy is about putting our residents first by making sure they feel safe, supported and part of a thriving community. By listening, learning and working together, we’re building a future where our services reflect what matters most to the people who live in our homes.