Welcome and Introduction
Jacque Allen - Chief Executive
Welcome to this year’s Customer Annual Report 2024. As always, we have included some of our key highlights of the past financial year, covering between April 2023 to March 2024.
We’re always proud of the work #TeamYHG carries out and our focus is always on you, as residents, and how we can best provide you with the homes and services that you need, when you need them. And with that, we also know that there is always room for improvement, which we are continuously striving for, especially in the area of our repairs’ service and systems, which we know you expect, and deserve more from.
That said, I want to focus on some of the many positives over the 12-month period. We improved again in overall customer satisfaction in our annual customer survey, and once again achieved 100% compliance in all legal areas such as gas checks, electrical safety checks and fire safety.
We are continually supporting vulnerable families and residents through our supported housing teams, ensuring that everyone has a safe, comfortable and warm place to call home, and especially when they need it the most.
Our foyers were accredited with the best possible grades for the fifth year in a row and we built new homes to provide over 250 more families onto the property ladder.
It’s been another challenging year across the social housing sector and the country, but we will keep doing what we do, which is being passionate about housing so that everyone has a safe place to call home.
Mike Gaskell - Chair of the Board
This year has been, once again, a tough year financially for everyone, and we, as a business are no different.
However, by focusing on what matters to us, which is providing safe and warm homes, offering efficient and useful services, and giving support that can make a real difference for all our residents, we hope that you can see that we care and are always striving to do what’s right.
I am proud of the achievements of our colleagues this last year, and of being Chair of the Board for Your Housing Group. We are always learning, and challenging ourselves and I am looking forward to seeing further successes in the coming years.
Chapter 1
Equality, Diversity & Inclusion (EDI)
As part of our ongoing commitment to be respectful and fair to all our residents, we started work on our new Vulnerability and Reasonable Adjustments Policy. You will get to see more about this in the coming year, as we will eventually be writing to everyone to ask you to let us know what additional support you may need, as and when we, or our partners, visit you, call you, write to you or make contact with you in any way. We want to personalise our services to you whenever we can.
Other changes that have taken place over the last year include the creation of our new customer Culture Group. This focuses on all aspects of EDI. Our Balance for Better colleague group is the umbrella for all of this work.
Keeping you safe is at the forefront of everything we do, and will continue to drive our work.
Listening to you, treating you with care and respect, and doing what we say we will do, is always our aim.
