LYHA Customer Bulletin - May 2021 |
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Slowly but surely things seem to be looking up with the successful vaccine roll-out and COVID rates have thankfully been dropping significantly in recent weeks. Please continue to follow government guidance and hopefully we can begin to look forward to a return to more 'normality' in the weeks ahead.
All our services continue (although our Headingley office remains closed at the current time). Our Estates Team are working hard and we're delighted to see the gardens in bloom once again with some beautiful blossom on the trees (such as this picture taken at Kelso Court).
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Customer Experience Strategy
We have recently launched a new 'Improving Customer Experience' strategy. This is all about listening to you, our customers, understanding your needs and improving the service that we deliver to you. Our vision is 'To ensure all our customers live in a home they love and in a community in which they can thrive' and we want to provide consistently high levels of service to enable you to do this.
We are listening to your feedback - for example you told us that we need to improve our repairs service and respond to your phone calls quicker. In response we are updating our telephone system, working with GTD to continually improve how we manage repairs (more on both of these later) and increasing our consultation with customers to better understand your needs. However, we know that there are further improvements to be made and we will keep you posted on these over the coming months.
You can read a summary of our new Improving Customer Experience strategy on our website: please click here.
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Improving customer satisfaction
On the subject of listening to customers, we are pleased to see that customer satisfaction with our service has been slowly rising over the past three years. It has been a period of significant change for LYHA and we are optimistic that our planned improvements will help to drive these figures up over the coming months/years. Thank you to all of you who have taken the time to respond to our satisfaction surveys. Your feedback is very important to us.
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Our new EDI strategy
On the subject of future plans, we have also created a new Equality, Diversity and Inclusion strategy which sets out our approach to tackling inequalities, ensuring that people from all backgrounds are treated fairly, and how we intend to become a more inclusive organisation. This has been developed following discussions with customers, colleagues and board members and we will include more about this in our next Customer Bulletin.
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New telephone system
You may have noticed if you've called us over the last couple of weeks, that we have installed a new telephone system to help guide customers through their enquiries more quickly and efficiently. This forms part of a wide-reaching upgrade of our IT systems to improve the efficiency of our customer service and offer customers a choice of ways in which to communicate with us.
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Improving our repairs service
As part of our commitment to improving the customer experience, we are currently making significant changes to our repairs service. We are focusing on creating a more efficient service - improving both the quality of repairs and the quality of communication between you (our customers), us (your landlord) and the contractors who carry out the work.
The new telephone system, mentioned above, now allows customers to contact GTD (our main contractor) direct, and both LYHA and GTD staff will be able to access up to date information about live jobs when working out and about. We hope that customers will notice a positive difference and we are happy that recent repairs satisfaction feedback has been improving.
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Fire safety
Please be alert to fire risks in and around your home.
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There are around 37,000 house fires a year in the UK, the majority of which are caused by electrical equipment misuse, mainly cooking appliances.
- Never leave pans, especially chip pans, unattended.
- Unplug electrical appliances and chargers when not in use
- Never leave clothes or any other materials near a heater or bed side light
- Please don't leave bulky items in front of your doors or on landings as they could block your escape
- If your home has a balcony, please don't use a BBQ, patio heater or fire pit on it. Ideally you should keep your balcony clear (although a few plants or patio chairs are OK) - no flammable items, such as electrical appliances, BBQ fuel, or gas cylinders should ever be stored on a balcony.
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UK wide figures show that 38% of battery operated smoke alarms did not sound during a fire primarily due to missing or flat batteries. Please remember to regularly check that your smoke detectors are working. If any appear not to work or be faulty (such as going off for no reason), please call our Customer Services team straight away on Tel: 0113 278 3335 or Email: info@lyha.co.uk and we will send somebody out to service or replace it.
- Teach your household about the danger of fires and practice your fire escape plan.
- In the event of a fire, get out of the house, shut all the doors and call the fire and rescue service on 999.
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Remember to book your vaccinations
Please remember to book your appointment(s) if you are notified that you can now book a COVID vaccination.
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Be aware of scams
Please be alert to scam phone calls, texts, emails and social media messages, particularly if they are from a contact number or email address that you don't recognise. Others may appear to be from a company you do know, such as Royal Mail or Amazon, but are really from scammers faking their identity.
Fake calls or messages will often ask you to part with cash or enter personal details - a current Royal Mail scam asks people to pay a shipping fee, then the link takes you through to a website that is a scam. For advice on what to look out for, please visit: Check if something might be a scam - Citizens Advice
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EU national living in the UK?
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And finally..............
We would like to receive feedback and suggestions from customers about any other content you would like to see in these bulletins. Similarly, if you would like to receive our newsletters in large print or any other language options, please contact georgina.thompson@lyha.co.uk
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