46% of our tenants
completed the survey and said…
What we do well…
92%
are satisfied with the quality of our housing services
88%
are satisfied with the overall condition of their home
93%
are satisfied with our repairs and maintenance services
92%
are satisfied that we uphold your rights
More than 85%
are satisfied with the information and communication they received from us
More than 83%
think that life has improved since renting a home from us
Some things for us to work on…
YourPlace listens to my views and acts on them
I can influence YourPlace’s decision making
I know how to make a complaint to YourPlace
I know how to appeal a decision by YourPlace
Your Top Three – Our Plan
1
What
Review our Complaints and Appeals policies & procedures to ensure they are:
- transparent, easy to understand and use
- provide different ways for you to complain or appeal a decision
How
- Draft new policy and procedures
- Get input from you to ensure that the new policy format is easy to understand and manage
- Provide training for YPH staff
- Explain changes to you in the newsletter, on our website and during tenancy visits
When
July – November
2
What
Improve the way we listen and act on your views
How
- Review the way we interact with you, across all our communication channels, to understand and improve your experience when dealing with us
- Test our ideas with you via Focus Groups discussions
When
November – Ongoing
3
What
Engage you in our Decision Making
How
- Run Focus Group discussions on a rolling basis to explore themed topics that are important to you
- Create easy ways for you to send suggestions and ideas to us about our services
- Create opportunities for you to discuss issues or ideas with your Tenancy Officer
- Set up a Tenant Reference Group to exchange ideas and give feedback to YPH
When
November – Ongoing
