We’ve just published our customer annual report, and wow what a year it’s been!
Some of the big things we’ve done this year include clearing the backlog of empty homes and repairs that were a hangover from the pandemic, expanding our in-house repairs team and helping hundreds of customers access grants and unclaimed entitlements to help them with their finances during the cost-of-living crisis.
Download the report to read it in full, or hit play, sit back and watch our colleagues give you a whistlestop tour of some of the highlights:
We’re all about making sure our customers have a place they’re proud to call home, which is why we’ve been working on lots of projects to improve our communities. We spent £170,000 on 300 projects this year, like installing new fences, to planting and improving some bloomin’ lovely gardens.
83% customer satisfaction
£7.3m spent on repairs
99% gas safety certification
We like to think we get things right most of the time, but we’re human and sometimes we get things wrong. When we do, customer feedback is so valuable in helping us learn from our mistakes.
This year we’ve logged 771 complaints, which is down from 917 last year, with the top reason being about the length of time taken to complete a repair. We’re heading in the right direction with this, having completed 58,782 repairs this year - nearly 15,000 more than last year!
And talking of customer feedback, we’ve been all ears and had over 850 hours of customer involvement which has helped us roll out some positive changes to our services, policies, the way we communicate and our future plans.
money & tenancy coaching income for customers
Help at Hand visits
Over 18,000 hours
of Help at Hand support
Our customers also told us that they'd prefer a Yorkshire Housing colleague to be the one to do their repair over one of our partners...so, we’ve been bringing more and more of them in house.
And the recruitment hasn’t stopped there, we’ve also welcomed more customer experience advisors to answer a total of 122,574 calls to our customer experience centre, and have 50% more people out and about in our neighbourhoods!
in energy efficiency and larger ‘retrofit’ projects
Aiming for a Band C or above
rating of each home by 2030
to upgrade 5,000 homes
One of the biggest struggles this year has been the cost of energy bills and although there’s not much we can do about rising tariffs, making our homes more energy efficient to reduce usage has been a focus for us. You can read more about what that looks like in this news piece about our £100m investment in our homes over the next five years.
Our customer voice and review committee (CVRC) makes sure our customer voice is heard loud and clear across the business, listen to what they’ve been up to in Tracey’s video: