Your feedback: We’re listening, learning, and improving
We’ve been busy listening to what matters most to you, and it’s made a real difference.
Nearly 15,000 surveys have been completed by our residents, which has shown customer satisfaction rise for the sixth year in a row - proof that your feedback is helping us shape better services and stronger communities.
From lettings to repairs, and everything in between, we’re proud of the progress we’ve made and excited to keep building on it.
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
Engaging with you
At its core, customer engagement is about listening, learning, and acting.
When residents share their experiences, ideas, and concerns, it helps us shape services that truly meet your needs; not just now, but for the future too. It’s how we make sure our homes are more than just places to live, they’re places to thrive.
We’ve been working hard to connect with more customers in meaningful ways. Whether that’s through surveys, face-to-face chats, or new ways of getting involved. Here’s a snapshot of how we’ve been engaging with you over the last 12 months:
Making data work for you
We’ve been working behind the scenes to make sure our teams have the right information at their fingertips to deliver the best possible service to you. Our Data and Business Intelligence team has developed a clear strategy to help us understand how we’re doing and where we can do better.
By improving how we collect, manage and use data, we’re making sure colleagues have the insight they need to make smart decisions, respond to changes, and keep improving the services you rely on every day.
Inclusion [Shabanna Hameed and Dean Slavin]
Tenancy Support team
Here when you need us most.
Our Tenancy Support team provide a free and confidential service to help you if you are a new or existing YHG customer and might benefit from a little extra support to manage your tenancy.
We can support you with getting started with your tenancy, like paying rent, managing bills, and finding furniture or white goods, help with accessing benefits, or giving guidance on specialist services including mental health, drug and alcohol support, and family services.
We’re here to make things easier and to help you feel more confident and secure in your home.
Vulnerable Tenants Support Service (VTSS)
Our Vulnerable Tenants Support Service (VTSS) is designed to help residents who may need extra support to live safely and independently in their homes. The goal is to make sure every resident feels safe, supported, and able to maintain their tenancy with confidence and our team has supported 256 residents in the last year, assisting them to access over £40,000 in grants.
Amongst other things, the service:
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Provides practical help with things like managing rent, bills, and day-to-day living
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Supports tenants facing challenges such as mental health issues, domestic abuse, substance misuse, or financial hardship
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Connects residents to specialist services like social care, health professionals, or community support groups
Helps prevent tenancy breakdown by making sure vulnerable tenants have the tools and support they need to stay in their homes.
Chapter 1:
The four 'what's'
The four ‘what’s’ set out in The YHG Plan defines what we will do to make a meaningful difference in the lives of our residents and communities, highlighting our areas of focus to deliver our vision.
Chapter 2:
The five 'how's'
The five ‘how's’ are about how we will deliver what’s set out in The YHG Plan, which is how we treat people, make choices, and get things done.
