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Ways To Get Involved

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For customers wanting to get involved at a decision-making level there is:

• Board Membership - there are positions for five Tenant Board Directors on Yorkshire Coast Homes' Board. The positions come up for renewal on a rolling basis and are advertised in our Coasttalk newsletter.  The Board decides policy and strategy and is repsonsible for monitoring performance.

For people wanting to join organisations we have:

• The Federation (currently dormant) - umbrella organisation supporting and advising the Tenants and Residents Associations 
• Tenants and Residents Associations (Barrowcliff, Castle Ward, Eastfield, Edgehill, Whitby Westside) - local groups including Yorkshire Coast Homes' tenants that voice the concerns and needs of people in their area as well as organising activities and projects. 
• Estate Agreements (Edgehill area pilot) - targets to improve an area’s service facilities and environment agreed by all interested groups e.g. tenants, residents, landlords, and council departments. (The successful pilot in the Edgehill Area will soon be rolled out across the Borough.)

Customers who wish to give us feedback to specific issues can become involved in:

• Focus Groups - an organised discussion with a small group of service users to gain detailed knowledge of their perspectives and experiences of a particular service area
• Drop–Ins - the opportunity for tenants to see their Tenancy Services Officer in person on a weekly basis in their neighbourhood (Barrowcliff and Edgehill)
• Comment and Suggestion Cards - feedback cards available in our offices and sheltered housing schemes enabling customers to comment on any area of our services
• Public Meetings - we can help you to organise and run a meeting in your local area on a topic relating to our housing services
• Complaints Policy - a procedure for customers to follow if they have had an unsatisfactory experience with Yorkshire Coast Homes
• Editorial Group - customers involved in shaping the design and content of our Coasttalk newsletter
• Readers Group - tenants and leaseholders who check our written material e.g. leaflets and website, to make sure it is easy to read and interesting
• Consultation Database - details of tenants who are willing to be consulted from time to time on policies and ideas that affect them
• Mystery Shopping - tenants and leaseholders who assess our front line services in person and over the phone, to ensure that services are delivered consistently and to a high standard across the organisation

And, for those residents who want to keep informed about Yorkshire Coast Homes’ developments from the comfort of their own home, we have:

• Customer Satisfaction Survey - questionnaire that is sent out to our tenants at least every 3 years to find out what you think about our services and identify where Yorkshire Coast Homes needs to improve and why
• Day-to-Day Repairs Survey - a short questionnaire for customers to complete following a repair to find out your opinions about our contractors
• Improvement Programme Survey - a short questionnaire for customers to fill in following improvement work to their home so we can continually monitor our service
• VoiceBox - a freephone answerphone for customers to leave their comments and suggestions 0800 0830429
• Newsletter - Yorkshire Coast Homes' newsletter Coasttalk keeps customers up to date on our services, activities and future plans
• Website - up to date information about our services, activities and future events
• Leaflets - information about Yorkshire Coast Homes' policies and service standards in plain English
• Annual Report - assessment of Yorkshire Coast Homes' performance against our targets over the last year
• New Tenant Visits – a Customer Initiatives Officer visits new tenants to check they have settled in, gather feedback about Yorkshire Coast Homes' services, and explain the opportunities for them to get involved in our activities and managing their homes