July 2018
July Customer Bulletin
This month we received the results of our annual customer survey. We know we've got a long way to go and we want to do better. However, we are firmly committed to making the improvements needed and transforming LYHA into the customer-centred organisation that we aspire to be.

These bulletins are a chance for us to keep you informed and involved. If you've got any comments please contact: georgina.thompson@lyha.co.uk
Results of our latest customer survey

First of all a big thank you to everyone that took the time to complete our annual STAR survey. Over 600 of you completed the questionnaire which is a great response.

Our overall level of satisfaction dropped to 66%.
You told us that:
  • Only 58% are satisfied with the way LYHA deals with repairs and maintenance
  • 53% believe that LYHA listens to your views and acts on them
  • 56% felt that you had opportunities to voice your opinion
  • More positively, 76% of customers are either 'satisfied' or 'very satisfied' with the quality of their homes
  • 77% believe your rent provides value for money
  • 71% believe that LYHA has friendly and approachable staff

We know we must do better. We have genuinely taken your feedback on board and already have service improvement plans in place to respond to many of the issues highlighted in the survey. We hope you that you will see a big difference as we work hard to transform the organisation into one we can all be proud of.
Important electrical safety checks
We urgently need to arrange access to homes in order to carry out essential fixed wire electrical testing. This is imperative for the safety of our customers and we need to gain access to all properties to ensure that all tests are complete.

We have recently been contacting lots of customers whose homes we have not yet been able to access. If you fall into this category, please contact Joanne Larkins immediately to arrange a convenient appointment: Tel: 0113 2208117 / 07903 740200 or Email: joanne.larkins@lyha.co.uk Likewise, please let us know if your contact details have changed. We have lots of appointment slots available in the next two weeks; it doesn't take long but it is essential that these checks are carried out.

We have also created an electrical safety flyer, which explains the importance of these tests, which we will be circulating shortly.
Elmetes update

Work continues on our Elmetes improvement programme. The installation of the cavity wall insulation will begin in August. We have also formed an Elmetes customer steering group to ensure that residents are fully involved in all aspects of these ongoing works. For further information please email: thomas.whitworth@lyha.co.uk
Forthcoming customer meetings
Continuing with the theme of listening to our customers, we have organised a series of residents' drop-in events over the coming months. These are a great a chance for you to meet members of our team, including our senior managers, and raise any questions or concerns. Our contractors, NEO, will also be there to discuss any new or ongoing repairs issues and we will organise entertainment for children.
We will be at the following locations:

  • St Ann’s: Thursday 16th August – 5-7pm
  • St Mary’s: Thursday 30th August – 5-7pm
  • Settle: Tuesday 11th September – 5-7pm
  • Horsforth: Thursday 27th September – 5-7pm
  • Kelso/Kensington Court: Thursday 25th October – 5-7pm
  • Scarborough/Whitby: Friday 30th November - Times to be confirmed

Please come along and meet us.
Housing Fast
Many of our staff recently pledged their support for the UK Housing Fast which raised over £1,000 for The Trussell Trust, which runs a network of over 400 food banks across the UK, giving emergency food and support to people in crisis.

The Trussell Trust is LYHA's chosen charity this year and we will continue to raise money for them throughout the year.
New starter

A big welcome to Elaine Hindes who has joined our team as Sales and Project Officer, working with Joanna Chambers on our new build, planned works and shared ownership programmes.
If you are interested in finding out more about shared ownership and the homes we currently have advertised, please click here .
STEP programme
Do you know anyone aged 25+, living in Leeds, who has been unemployed for more than a year? Then why not take a look at the Leeds STEP programme, which helps long-term unemployed people learn new skills and find work. To find out more Tel: 0113 3784576 or Email: STEP@leeds.gov.uk
Leeds & Yorkshire Housing Association | 0113 2783335 | georgina.thompson@lyha.co.uk | www.lyha.co.uk