March 2018
Customer Bulletin
Welcome to our customer bulletin

We want to try a new format to keep our customers informed and involved about what we do here at Leeds & Yorkshire Housing Association. We know we're not perfect but we're working hard to improve and one way we can do this is by communicating more regularly so that we keep you up to date with our latest news.
If you have any comments or suggestions please contact georgina.thompson@lyha.co.uk
Get in touch
Our Customer Services number for all enquiries is
0113 2783335. We know our phone lines do get busy and we are trying hard to improve our response times.
Do you know you can log a repair, pay your rent or search for a home via your Smartphone, tablet or computer? Simply click on the website link above. Once your repair is logged our contractor will be in touch with you within 24 hours.

Improving our customer service
As part of our commitment to improving customer service, we have recently welcomed a number of new team members. Mark Pearson,has joined us as our Director of Customer Service and Deputy Chief Executive, and Joe Taylor is our new Customer Services Team Leader. Wayne Fox has also joined us as Property Services Manager. All of them have many years' experience and are helping to drive our ambitious improvement plans.
What's new........
Work is almost complete on our latest
new-build development at Burley Lane in Horsforth.

We have created 13 new properties (2 houses and 11 apartments) in this very popular area, close to lots of local amenities. We have used natural stone from a Guiseley quarry and worked hard to ensure that the homes are in keeping with the surroundings. The properties sit next to an area of woodland which we have worked with The Conservation Volunteers to landscape and make safe for the community to enjoy. This includes a new pathway, bird and bat boxes and an insect hotel.

We will also be holding a Bulb Planting and Easter Egg Hunt event on Thursday 5th April, from 1 - 3pm, complete with
face-painting and chocolate treats. So if you are in the area, bring the family and join in. We'd love to see you.
Work continues with our planned works programme. This year we will be fitting 19 new kitchens and 4 new bathrooms, as well as replacing 52 boilers.


We are also pleased to announce that our new gas servicing & repairs contractor, Robert Heath Heating Ltd (RHH), has been appointed and they will take over the contract from IDM Contractors Ltd on Tuesday 3rd April. The number for you to call in the event of a repair remains the same: 0113 278 3335.

When your boiler is due for a service, RHH will contact you direct to make an appointment. All RHH operatives will carry ID badges and their vehicles and clothing will have their logo on it.
Commitment to communities
We want to make a positive impact on the communities where you live and respond to your concerns as best we can.

We recently held a drop-in session at the Elmetes in Leeds and will be holding another event in Settle next month. We want to encourage two-way dialogue so that we can address the things that are important to you and would like to hear from as many customers as possible.
Get involved
We are holding a series of 'Help Us Improve' events where we are inviting customers to help improve our processes and co-design a plan for the future. The first event was held today and was a great start. We would like more customers to get involved in future sessions and will be holding these at flexible times to suit you.

For more information about what is agreed and forthcoming events, please visit the Help us Improve page on our website.

We are introducing a new Customer Experience Committee, as part of our governance structure, to help us improve the experience we deliver to customers. This committee will meet quarterly. If you are interested in getting involved please email: joanna.elson@lyha.co.uk
And finally......

We have a number of programmes that require us to arrange access to customers' homes, such as gas and electrical servicing and the installation of smoke detectors. When our contractors get in touch, please can you agree a convenient time when you will be at home so that we can get this important work carried out; keeping your homes safe and well-maintained.
Leeds & Yorkshire Housing Association | 0113 2783335 | georgina.thompson@lyha.co.uk | www.lyha.co.uk