The four 'what's' Secure and connected

Your voice is helping us improve

Nearly 15,000 of you have shared your views through our surveys – and we’re listening. Thanks to your feedback, customer satisfaction has gone up for the sixth year in a row.

From lettings to repairs and everything in between, we’re proud of the progress we’ve made together – and we’re excited to keep improving with you.Satisfaction improved across:

• Lettings
• Tenancy support
• Repairs
• Investment programme
• Antisocial behaviour (ASB)
• Complaints
• Your Response
• Adaptations (still at 100% CSAT!)
• Income team
• New builds and sales

Listening, learning, and acting – together

For us, customer engagement isn’t just about asking questions – it’s about truly listening, learning from your experiences, and acting on what matters most to you.

When you share your ideas, concerns, and stories, it helps us shape services that work better for you – now and in the future. It’s how we make sure our homes are more than just places to live – they’re places where you can thrive.

Over the past year, we’ve worked hard to connect with more of you through surveys, face-to-face chats, and new ways to get involved. Here’s a quick look at what that’s looked like:

• Over 1,300 customers engaged through formal channels
• New monthly “Out and About” activities in our neighbourhoods
• ‘Your Time’ sessions launched across our Older Peoples Services (OPS) for 1:1 engagement
• Site safety walks completed at all high-rise buildings
• Held 2 high-rise forums
• Hosted our first-ever Customer Engagement Annual Awards

Making data work for you

We’ve been working behind the scenes to make sure our teams have the right information to give you the best possible service.

Our Data and Business Intelligence team has created a clear plan to help us understand what’s working and where we can do better. By improving how we collect and use data, we’re helping colleagues make smart decisions, respond quickly, and keep improving the services you rely on.

Creating fair and inclusive spaces

Everyone deserves to feel safe, respected, and supported in their home and community. That’s why our values – caring, respectful, fair, honest, and reliable – guide everything we do.

We’re committed to listening, doing the right thing, and making sure our services are fair and inclusive for everyone, no matter your background or circumstances.

We know every person and community is different. That’s why we’re working to remove barriers, make our services easier to access, and create a culture where different ideas and experiences are welcomed.

This year, our Board approved a new Inclusion Strategy and Action Plan focused on six key areas:

• Leadership and culture – making inclusion part of how we lead
• Training and development – helping our teams grow and learn
• Understanding – listening and learning from lived experiences
• Engagement – involving more voices in shaping services
• Improvement – always looking for ways to do better
• Data monitoring – using information to track progress and make changes

By listening, learning, and using data to guide us, we’re working to make inclusion a natural part of how we lead, make decisions, and improve – for you and your community.

Tenancy support team

Sometimes a bit of extra support can make a big difference. That’s where our Tenancy Support team comes in – offering free, confidential help to make sure you feel secure and confident in your home.

Whether you’re new to YHG or have been with us a while, we can help with things like paying rent, managing bills, finding furniture, or accessing benefits. We can also connect you with specialist services, including mental health support, drug and alcohol services, and help for families.

Whatever you’re facing, we’re here to support you – every step of the way.

• 2,002 customers assisted by our Money Advice Team who have secured £4.64m in financial support
• 100,000+ calls handled by Your Response with a call quality score of 92%
• We offered 345 customers help and support and worked with 247 customers to sustain their tenancy.
• We got a total of £42,200 in grants for customers and £11,980 in Discretionary Housing Payment.