This year has seen more big changes to the way we deliver our services. From clearing the repairs backlog, investing more into your homes, and strengthening our safeguarding work, through to new systems that make it quicker and easier to get in touch with us.
Download and read the full report, or play this short video and let our colleagues give you a rundown of the highlights:
Having somewhere you can be proud to call home isn’t just about four walls - it’s about your neighbourhood too. That’s why we’ve invested over £108,000 into more than 300 community improvement projects based on customer feedback. From new benches and greenhouses to stronger bin store doors and locks, we’ve worked with you to make sure our estates are safer, tidier and better places to live.
66.3%
rental customer satisfaction
£12.5m
spent on repairs
71,483
repairs carried out
We logged 2,290 complaints this year, with the top reasons being missed or late appointments, poor communication, and the standard of work. We’ve made changes to strengthen our complaints service, with new systems in place to make sure issues are picked up and resolved more quickly.
To make sure your voices are shaping what we do, we engaged with 20,890 customers, sent out 10 surveys, co-designed 6 policies, and held 576 extra care scheme events. A huge thank you to everyone who’s taken part - your feedback has directly influenced our services.
927
customers referred for money coaching
£1.8m
better off financially thanks to money and tenancy coaching
150+
benefit claims set up or reinstated
You also told us that you prefer Yorkshire Housing colleagues to carry out repairs. So, we’ve increased our in-house repair team by 30% and set up a dedicated taskforce to tackle high demand. The backlog has been cleared, and we’re ready for the winter peaks.
We’ve also invested in new technology and training to improve services. A new phone system and contact platform mean shorter waits and smoother calls.
Our advisors answered 123,794 calls this year, with an average wait time of under five minutes.
100%
of homes meet the Decent Homes Standard
£24.59m
invested in our customers' homes
We’ve continued to invest in the future too. More solar panels and low-carbon technology have been installed than ever before, making homes warmer, greener and cheaper to run. This year also saw the launch of YH Homes 2.0, a five-year plan to improve homes across Yorkshire with upgrades like triple glazing, flood-resistant doors, and smart ventilation systems.
Did you know? We received 589 safeguarding concerns this year, up from 491 last year. We’ve provided extra safety measures to households at risk and are working towards the Domestic Abuse Housing Alliance (DAHA) accreditation – a national benchmark showing our commitment to supporting people affected by domestic abuse.
And finally, we’ve been out in communities more than ever before. From volunteering over 600 hours, to backing local projects with £21,962 in grants, to closing down homes linked to serious antisocial behaviour - we’ve taken action to keep neighbourhoods safe and thriving.