We understand the impact that domestic abuse has on victims and their families. We also understand that domestic abuse can be a combination of financial, emotional or sexual abuse, physical violence or threats, and coercion and control.

We understand that domestic abuse can be experienced by women or men, in different types of intimate or family relationships, i.e. a relative by blood, marriage, partnership, adoption or similar.

We are committed to working with any of our residents impacted by domestic abuse to provide practical help and support, and we will work with agencies like the Police and specialist domestic abuse services to reduce the risk to those customers.

What we will do for you

  • We will ensure that all disclosures of domestic abuse are passed on to specially trained YHG colleagues
  • Where it is safe to do so, we will establish a safe way to communicate with you within one working day
  • We will complete a risk assessment with you to understand what you are experiencing and how it’s affecting you
  • We will keep the risk assessment updated whilst we are supporting you
  • We will listen to you and do our best to understand how we can help you and your household stay safe
  • We will identify options to increase the security of your home
  • We will refer to specialist agencies to make sure that you are receiving the right support
  • We will only ever share information about reports of domestic abuse with relevant professionals and we will make sure sensitive information is shared securely
  • We will only share information with your consent unless there is a safeguarding risk or serious risk to life
  • We will work with any agencies you are currently being supported by
  • We will maintain weekly contact with you whilst your case is open
  • We will keep your case open until all our agreed actions have been completed
  • We will be non-judgemental and supportive
  • We hold perpetrators accountable for their actions
  • Any action we take against your perpetrator will be done after consultation with you
  • We will ensure our teams are knowledgeable, trained and reliable.

All we ask of you in return is 

  • Let us know if you have additional support needs so we can respond in the most appropriate way for you
  • Work with us so we can help get the best outcome for you
  • Complete a Customer Satisfaction Survey after your case with us is closed.

We will know we are getting this right by

  • Measuring the number of customers who were responded to, where it was safe to do so within one working day of any report
  • Measuring the number of customers who are less at risk following our help
  • Measuring the number of customers who are now getting more support.