Meet The Team
Most of the activities designed to capture customer's thoughts and opinions on the services provided by YCH are led or assisted by the Customer Initiatives Team. This page will tell you more about the people leading these projects, and give you a little insight into what makes them tick! Anyone wanting to get involved with any of the opportunities discussed below should contact the team direct on 01723 343438.
Richard Mair
Customer Initiatives Manager
I’ve worked for YCH since August 2006, and in this time my role has changed from that of leading and facilitating focus groups and other customer focused activities, to one more geared towards policy and strategy development and performance management. That’s not to say I don’t get involved in any of the activities we have for customers to influence services…
… one of my big passions is our Mystery Shoppers, and I have been involved with the group since they were first established in 2007. Since then I and have seen them deliver lots of feedback to the organisation aimed at how we can improve our front line services. I’m also occasionally involved in some of the consultations we run, especially if they are to review the effectiveness of our strategies, and am active in the use of the satisfaction surveys we distribute to customers, ensuring that managers are confident in the feedback customers provide about the services we offer.
Steph Lake
Customer Initiatives Officer
I have been working at YCH as a Customer Initiatives Officer since the beginning of 2008. I’ve always worked in job roles where the focus is on providing a good service to customers, and part of my role at YCH means I get to meet people who want to help us improve the things that we do. The only way we can find out if what we’re doing is worthwhile is by customers getting in touch and letting us know their opinions and ideas.
Getting involved is nothing that you should feel intimidated by and it does make a difference. You can start making your mark on the way your housing service is run by getting in touch with the Customer Initiatives Team and joining one of our groups – you could be pleasantly surprised.
Claire Simpson
Customer Initiatives Officer
I became a Customer Initiatives Officer in October 2008 but have been working with YCH since 2006.
My role is varied but my main responsibility is working with YCH’s customers to ensure services are continually improving, via our “Menu of Choice”.
Stephanie and I liaise with customers in a variety of ways including facilitating meetings, focus groups and resident panels. We encourage all of our residents to realise you have a voice, so use it and get involved to really influence and improve the services provided by YCH. New members are always welcome and we’d love to hear from you, so get in touch.
Laura Davies
Customer Initiatives Officer (Improvement Programme)
From May 2010 I became YCH’s main contact for liaising with Tenants regarding the Improvement Programme. My role is to help tenants with any issues they have regarding the Improvement Programme and to proactively contact tenants to encourage them to allow Bramalls to carry out the kitchen and bathroom works. Please feel free to contact me and I will endeavour to try to help sort any issues regarding the Kitchen and Bathroom works. I am also available to make home visits if required.
