LYHA Customer Bulletin

LYHA July Customer Bulletin

The year seems to be flying by. It's hard to believe it's July already but it's great to see a bit more summery weather around our gardens and estates after the recent cold, wet weather.

These Customer Bulletins are a chance for us to share our latest activity and update you about our plans. If you have any comments or suggestions, please contact: georgina.thompson@lyha.co.uk

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Our new Community Investment Strategy

We have launched our new Community Investment Strategy this week, which focuses on investing resources and delivering activity in the areas where you live, such as improving the physical environment and creating opportunities for people to come together.

Part of our corporate vision is to "make a positive impact locally" and over the course of the next few months we will be supporting various community projects in and around our localities. You can view our full Community Investment Strategy here on our website and we will keep you updated on activity through these regular Customer Bulletins.

This strategy has been developed in conjunction with our Customer Experience Committee. This group of engaged customers and Board members is responsible for holding LYHA to account on customer related matters. They provide us with regular feedback and insight to ensure that all our policies and services meet our customers' needs.

Improving our repairs process

How we handle repairs is very important. We carry out over 300 repairs a month and we want to provide a consistently positive experience.

We've increased the number of customer satisfaction calls following repairs and your feedback has been fantastic in helping us improve our service.

We've worked hard with our contractors and staff to improve our processes and response times. As a result, we have seen satisfaction increase significantly over recent months rising to 88% in June 2019. But we know that there is more work to be done.

We recently held a customer focus group to discuss our repairs service and how we can make further improvements.

"The meeting was helpful and enjoyable: everyone got involved and a number of ideas for improvements came forth. LYHA shared details of the changes that have been made already, as well as those that are in the pipeline." Jane (customer)

We will keep you fully informed about future developments.

Elmetes update

Our Elmetes improvement programme is well underway.

Warmer Energy Services are currently installing the new heating and hot water system and the new recycling points are largely complete.

Our thanks go to the group of customers on our Elmetes Steering Group who have been working with us over the last 12 months to help LYHA develop and implement plans to improve the estate. They have played a crucial role; ensuring a strong customer voice has been heard throughout, shaping wider consultation and fine-tuning plans. They are also currently considering how they can able to support future community initiatives on the estate.

If you have any questions about the Elmetes programme please email: elmetes@lyha.co.uk

Committed to supporting mental health and wellbeing

LYHA is committed to helping colleagues and customers experiencing mental health issues, as well as challenging stigma and discrimination in this area. We have recently signed the employers' "Time to Change" pledge www.time-to-change.org.uk/ .

As part of our drive to promote wellbeing, we have begun 'Walking Wednesday' health walks - a chance to get outside and connect with colleagues - and these are proving great for the body and mind.

New starters

We are delighted to welcome a number of new members to our team.

Craig Warren has joined us as Neighbourhood Services Team Leader
Elizabeth Hirst is our new Corporate Governance Officer
Hayley Riffin has joined our Customer Services team
Nina Forrest is our new Neighbourhood Officer looking after properties in areas such as: Chapeltown, Harehills, Beeston, Meanwood, Mirfield, Whitby and Scarborough
Carl Pickering has joined us as a Property Surveyor, who will be covering the same patch of properties as Nina (above)

Meet our team

Mark Pearson

Job: Chief Executive

How long have you worked at LYHA?

I started here in December 2017 as Director of Customer Services and began my role as Interim CEO in March 2018.

What is your favourite part of the job?

The people. I love working with fantastic and committed colleagues who are all focused on delivering excellence to our customers and doing the right thing. I also love meeting our customers and finding out what and how they think we can do better.

Where would be your ideal day out in Yorkshire?

Scarborough (Scarbados). I was born and bred in Scarborough, the UK's first seaside resort. I always love to go home to visit family and take my daughters to enjoy the sights.

If a visitor to Yorkshire only had time to visit one place, where should they go?

Dalby Forest - it's beautiful and it has something for everyone, including 'Go Ape' activities, picturesque walks, children's playgrounds, picnic and BBQ areas.

Joe Taylor

Job: Customer Services Team Leader

How long have you worked at LYHA?

About 16 months.

What is your favourite part of the job?

I enjoy the variety that working in Customer Services brings and being part of a team working to achieve a common goal.

Where would be your ideal day out in Yorkshire?

I'm not a Yorkshireman born and bred so the ideal day for me would be looking at some of the fantastic scenery on our doorstep here in Yorkshire, followed by a trip to one of the many award winning public houses and sitting by a roaring fire.

If a visitor to Yorkshire only had time to visit one place, where should they go?

One of my favourite places in the Leeds area is the Kirkstall Bridge Inn. It has fantastic local ales and food, but also a fantastic location by the river, traditional decor and a welcoming atmosphere. To me, it has a perfect combination of all things Yorkshire: pride, tradition, modernity, familiarity and friendly by nature!

And finally..............

If you would like to receive this Customer Bulletin in braille or any other language options, please contact georgina.thompson@lyha.co.uk

Leeds & Yorkshire Housing Association | 0113 2783335 | georgina.thompson@lyha.co.uk | www.lyha.co.uk