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Head of customer experience Gavin Hoban gives customers a sneak preview in the article below of the ways we’re planning to improve our services, what this will mean for you and how you can get involved.

A big part of my role is managing complaints, so I’m well aware that there are some things that Yorkshire Housing could do better.

The issue we get most complaints about is appointments – they’re not being kept, or you’ve had to take time off work on several occasions to get a repair completed.

We know things like this are not great – so we’ve started working on big project to change how we do things so we can offer you a better service.

Our appointment system is one of the things at the top of the list to change. We plan to offer tighter time slots and give you more choice about times so you can fit appointments around your other commitments.

We’ll be able to send you text reminders, like you get from your doctors or dentists, so you don’t have to worry about missing an appointment. And if anything does go wrong, we’ll be in a better position to keep you informed.

We’re also going to launch a new online portal which will make it easier for you to do things like paying your rent or booking a repair. You’ll even be able to upload pictures of repairs to help make sure we can fix it first time.

With so many of us doing more things online, it’s vital Yorkshire Housing keeps up to speed.

While some of these things may sound simple, there’s actually a lot of work to be done to make them happen, such as developing and installing new technology and changing the systems and processes our staff follow.

We expect you’ll start to see some big changes for the better during 2020.

In the meantime, there’ll be some good opportunities for you to get involved and help shape the changes through our customer voice panel.

It only takes a couple of minutes to sign up and you can get involved as much or as little as you like – completing surveys, attending focus groups or even testing the new portal.

And as a thank you for your time, you’ll also receive points that you can put towards high street vouchers.

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