As a “customer first” organisation, Your Housing Group (YHG) believes that providing services that truly meet the needs of our customers can only be achieved by working in partnership. Customer voice is in our DNA; it is the term we use to engage customers at YHG. Whether attending a meeting, an estate walkabout, setting up your own Tenants and Residents Association, or even filling out a survey from your own home, we’ll support you every step of the way.
What we will do for you
- Provide a bespoke and tailored offer for customers living in:
High-rise buildings: The Building Safety Act 2022 defines high-rise buildings as either 18m+ in height or with seven floors or more. We own 12 buildings of this type
General needs accommodation: this refers to mainstream social housing, like houses, flats, or bungalows, provided to customers who do not require specialised housing or support services
Our older persons schemes: these refer to a range of specific housing options for customers aged 55 or over
Foyer schemes: these are supported housing facilities that provide secure accommodation, skills training, and personal development for young people aged 16 to 25 who are homeless or in housing need. - Provide a range of relevant ways for you to get involved in, from policy development to Equality, Diversity & Inclusion (EDI) and everything in between
- Provide a platform for the voice of young people through our “Young Ambassadors”
- Provide full support for you to set up and run your own Tenants and Residents Association (TARA) via our Community Group Charter
- Hold “Out and About” surgeries across our neighbourhoods, so you can come and chat to us in person
- Deliver estate walkabouts and impact days within our neighbourhoods and invite you to attend
- Capture your views on our general service through our annual Tenant Perception (TP) Survey
- Provide you with the opportunity to provide instant feedback to us following any interactions you have with us
- Provide opportunities for you to engage with the most relevant members of staff where you live
- Provide a centralised Customer Engagement Team who can give you the support you need
- Provide you with the training, skills and knowledge for you to become engaged at the level you wish
- Ensure all costs of activities are covered by us, such as lunch and transport*
- We also ensure household members can participate in engagement opportunities to share their views and experiences
- Click here to read our full Customer Engagement Framework which contains more details.
All we ask of you in return is
- To attend meetings, activities and other opportunities
- Tell us of ways you would like to get involved so we can ensure that our activities reflect your areas of interest and the time you have available
- Provide constructive feedback to our team and work with us to make improvements to our services
- Continue to provide your feedback to us through our surveys
- Speak to your friends and neighbours and encourage them to get involved too.
We will know we are getting this right by
- Using the Tenant Satisfaction Measures (TSMs) specifically around all 12 Tenant Perception measures, including but not limited to:
- Overall satisfaction
- Satisfaction that the landlord listens to tenant views and acts upon them
- Satisfaction that the landlord keeps tenants informed about things that matter to them
- We treat you fairly and with respect
- We make a positive contribution to your neighbourhood
- Gathering feedback from surveys, complaints, and compliments to improve our service continually
- Annual engaged customers survey
- Tracking the performance of the number of customers who are involved.
*Expenses are paid in line with the Customer Engagement Expenses Policy.