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    • Coronavirus Update | Yorkha

      Coronavirus Update As a result of the new three tier system the Government has introduced, City of York has been placed into Local Covid Alert Level High. We're currently following the current government guidelines in relation to coronavirus. Our priority is to ensure our customers and colleagues are kept safe and well as much as possible. ​ You can find out more about the high-level category restrictions for the City of York . here Throughout the coronavirus pandemic, our priority has been the health, safety and wellbeing of our customers and colleagues, and this will continue as we aim to deliver our services to you as efficiently as possible. We need to ensure we take a careful and measured approach as we are aware that everyone’s individual circumstances are different. We have detailed risk assessments in place and Covid-Secure workplace arrangements that enable us to continue to deliver our services safely. Whilst we are pretty much back to business as usual, we are having to deliver services in slightly different ways and taking new measures to make sure everyone is safe. Things may therefore take us a little longer than usual as a result. We have had to introduce additional cleaning and social distancing practices and the Government Track and Trace isolation guidelines have also reduced the number of colleagues available in some circumstances. We are also finding our supply chains are still impacted, making it harder to get certain materials. [ND1] We appreciate this may be a little frustrating, however please be reassured that we are working hard to get to you as soon as we can whilst maintaining a safe environment for everyone. I’d like to thank you for your patience as our colleagues try and provide the best service possible in these challenging times. As always, our teams are here to help you so please get in touch with us on 01904 636061 or via email on info@yorkha.org.uk. We’ll continue to review how we deliver our services as local and national guidance changes and keep you updated. Replace have with may reduce [ND1] ​ Please see the sections below that contain more information for you ​ ​ Face coverings The Government recently announced they are extending the requirement to wear a face covering to more settings, specifically indoor places where you’re likely to come into contact with people you don’t normally meet. From today we advise all colleagues and customers to wear face coverings in communal areas of our schemes and blocks including communal lounges, kitchens and laundry facilities. Further information on the Government’s guidelines on face coverings can be found here : ​ https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own How we can help you Worried about money? We want to reassure you that no one will be evicted because of coronavirus. If you are worried about paying your rent because of Coronavirus, please call us so that we can talk to you about how we can help you with this. ​ Worried about your personal safety? ​ If you feel that you are at risk of abuse, it is important to remember that there is help and support available to you, including police response, online support, helplines, refuges and other services. You are not alone. Please talk to us. ​ ​ Access additional support if you're vulnerable ​ You can register if you or someone you support has a medical condition that makes you/them extremely vulnerable to coronavirus. For example, you'll be able to ask for help getting deliveries of essential supplies like food. If you're not sure whether your medical condition makes you extremely vulnerable, register anyway. You can register yourself, or on behalf of someone else at If you've already received your shielding letter from the government don't forget to register too. www.gov.uk/coronavirus-extremely-vulnerable. Changes to our services Repairs ​ We are continuing to do emergency repairs inside or outside of your home and have restarted non-essential internal and external repairs to your home. To help us in doing this, please make sure you clean the affected surface ahead of our team visiting your home. We can assure you that we have carried out a thorough risk assessment of all the work that we do to ensure it is safe for you and our colleagues. We may wear appropriate personal protective equipment (PPE) depending on the type of work we are doing. When you book a repair, you will be asked whether you or any member of your household is shielding or is confirmed to have or is displaying symptoms of COVID-19, to protect both you and our colleagues. Although we are not yet booking new internal repairs at the moment, the team are getting prepared for this now to ensure our procedures are as safe as possible for everyone. Our normal repairs service will resume on 01 August. We appreciate this may be a little frustrating, however, our dedicated response team have been working hard to plan and prepare for this. We aim to reinstate services as effectively and efficiently as possible, whilst maintaining a safe environment for everyone. ​ Planned external maintenance ​ We will work with our partners to deliver any planned maintenance works to the outside of your home. These include external painting, fencing, structural improvements and re-roofing works. All this activity has been carefully risk assessed for safety and new social distancing procedures introduced. If any works are planned to your home, please ensure you carefully follow any guidance we provide on maintaining social distancing to protect both you and our team. If you have any concerns about the planned works or you are unwell, please let the site manager or one of our team know. ​ Office closures To ensure the safety and wellbeing of our customers and colleagues, our offices are closed to customers. ​ Paying your rent ​ If you'd like to check your current balance or make a payment to us, you can do this via your online account through this website. ​ Gas Servicing We're following the latest directive from the Health and Safety Executive (HSE) and meeting our legal responsibilities by continuing to undertake gas servicing in customers' homes ​ Gardening ​ Our contractors are now out and about on site carrying out grass cutting and maintaining communal areas. Due to the time away from some schemes contractors will be catching up on some areas of work, some hedging areas may take longer to resolve due to nesting birds. If you would like to highlight an area which you think we need to know about please use our contact page to do so. Finding a home to rent Allocations of new properties are slowly resuming across the region with each CBL provider responding differently. Please check with your local Choice Based Lettings provider for more regular updates ​ Finding a home to buy ​ We have a number of new homes available on a Low Cost Home Ownership basis, as Shared Ownership, Discount for Sale or Rent to Buy across the Yorkshire and Humber regions. Further details on these homes is available by emailing homebuy@karbonhomes.co.uk How we can help your community ​ Supporting older and vulnerable customers ​ We've been contacting our most vulnerable customers by phone to check on their situation and find out what type of support they need. We've already contacted over 700 of our residents and will continue this work over the coming weeks. If we have not been in touch with you yet or are unsure whether we have your contacts details, please contact us. ​ Reporting Anti-Social Behaviour ​ Our dedicated Housing Officers are continuing to work with our local partners including the police and local authorities to tackle anti-social behaviour in our communities at this time. We ask customers to please follow these guidelines to avoid any behaviour that may be considered antisocial: ​ Do not invite external visitors into your home unless they are carrying out essential activities - for example, providing care, undertaking emergency repairs etc. Allowing multiple visitors into your home without good reason will be considered to be antisocial behaviour and will be tackled. Do not dump rubbish in your garden or near your home. Please use the bins provided by your local council. Do not burn the rubbish as it will create unpleasant fumes for surrounding neighbours. If you want to report anti-social behaviour, please contact us on 01904 636061 and we will do our best to tackle the problem. Getting in touch We're still here to help but we are running a reduced service across our customer relationship team. We have a dedicated contact us page on this website which you can use to get in touch with us but you can also: Call us: 01904 636061 ​ 9am - 5pm weekdays ​ We're here for emergency repairs, rent payments and general enquiries. To help us continue to manage call volumes please use the telephone for essential matters. ​ Post All offices are currently closed to visitors, but we are still accepting post to our Alpha Court address only. Write to us at: York Housing Association 2 Alpha Court, Monks Cross Drive, Huntington, York YO32 9WN Your Online Account ​ Use your online account to check and pay your rent balance and update contact details. If you've not already done so, set up your account today. ​ ​ My Online Account Customer Portal Keep up to date with your rent. Report repairs or issues you may have. Find a Home Find a home to rent or buy "They would have to buy a magic wand and wave it around to make things any better. I just can't fault the service I receive. I am a very satisfied resident." Mr A from York

    • Homes to Rent or Buy | York Housing Association | Yorkshire

      Providing a strong foundation for life Customer Portal Keep up to date with your rent. Report repairs or issues you may have. Find a Home Find a home to rent or buy Coronavirus Update As a result of the new three tier system the Government has introduced, City of York has been placed into Local Covid Alert Level High. We're currently following the current government guidelines in relation to coronavirus. Our priority is to ensure our customers and colleagues are kept safe and well as much as possible. Read More... York Housing Association is all about providing foundations, about the importance of a home for enabling people to lead successful lives. We believe having a strong foundation offers the possibility for people to develop the life they want, and this is the opportunity we aspire to offer all our customers. Read More... Latest News What our Tenants think about us... ​ “I have been here for 20 years and although the staff have changed the service has remained consistently good.” Mr R from York Join Us YHA are looking for dynamic, dedicated individuals to join our team Read More... Newsletter Latest Issue of the YHA Newsletter Annual Report The latest YHA Annual Report Customer Survey The latest results from our most recent survey Supported living for the over 55's at Auden House Read More...

    • Complaints Policy | York Housing Association | York

      Complaint Handling Procedure York Housing Association aims to provide an excellent service to all its customers and to treat all feedback as a learning opportunity to improve services. We recognise that sometimes things will go wrong and we aim to resolve any complaint promptly and effectively learning from complaints to improve service delivery. This procedure has been put together to help provide guidance for staff when dealing with complaints to ensure we deliver a consistently high standard of service, an individual and personal response, and offer a fair resolution. We define a complaint as feedback received when someone is dissatisfied with an action or lack of action, or about the standard of a service. For example, when we may have: Done something wrong or below standard. Not done something we should have done. Not delivered a service within the time we promised. Not followed the correct policy or procedure. Complaints can be received: By telephone. By Post In person. By Email Through the website Links to Other Documents Complaints Policy Compensation and Discretionary Payments Policy 1. Receiving a Complaint When a customer makes a complaint the staff member receiving it must notify the Corporate Resources Manager (CRM) within 1 working day. If a complaint is made verbally to you, in person or on the phone, record all the information on the Complains Log and give this to the CRM. This is a crucial part of the process so we have a clear idea of what the complaint is about. The CRM is responsible for logging all complaints on the Complaint Tracker, and allocating a unique reference number to be used in all correspondence. This number is made up of the year eh 2015/16 corresponding number on the tracker followed by the initials of who is investigating eg 2015/16/5/JB The CRM will assign the complaint to the appropriate member of staff and give them all the information that has been received so far. They CRM will also write to the complainant using the standard letter, acknowledging the complaint, detailing the unique reference number, and advising who will be investigating the complaint. A complaint about service delivery will be assigned to the frontline member of staff; any complaint about a member of staff should be assigned directly to their line manager. All staff will receive initial and refresher training on complaint handling. 2. Investigating the Complaint Wherever possible the investigating officer should arrange to visit the complainant to gather details of the complaint. Where this is not possible telephone contact should be made. In all instances a thorough investigation should be carried out and detailed notes prepared. Key points to remember are – ensure that we have full details of the complaint, find out what outcome the customer would like to see, ensure that the customer is aware of their rights and responsibilities and has realistic expectations of the possible outcome, identify any support needs, explain how the process will work, check their preferred method of contact, focus on, wherever possible, finding a satisfactory resolution. Our aim is to provide a simple, straight forward, personal, and fair service. It is important to make timely decisions and explain these fully to the customer to ensure a satisfactory resolution. If you are unsure at any stage about any decisions or next steps please make sure you discuss this with your line manager. Throughout the process investigating staff must complete and update the Complaint Tracker. The CRM will monitor the Complaint Tracker and ensure that timescales are being met, and the tracker is being updated and completed. It is very important that the progress is fully documented and recorded using the Complaints Summary Sheet because; if the complaint goes to review these notes will be referred to by the review panel. The complaints policy details time scales for responses as five working days to acknowledge receipt of a complaint and 15 working days from the acknowledgement letter to provide a full written response. The timescale of 15 days gives an opportunity to carry out a thorough investigation; however, where the matter is straightforward you should aim to provide the full written response in the shortest possible time. In exceptional circumstances, the investigation may take longer than the agreed timescales in which case we should keep the customer informed and explain why we cannot meet the timescales and inform them of a date that they can expect a full response. If the investigating officer finds that the complaint is in relation to a matter of Serious Detriment then they must immediately report the matter to the Head of Property and Maintenance. Serious Detriment is where there is a risk to health and safety and will include, but is not limited to; Breaches of gas safety legislation Failure to adhere to legislative requirements in relation to fire safety, management of asbestos or risk of legionella Any health and safety issue which has resulted, or could have resulted, in personal injury The Head of Property and Maintenance will immediately alert the executive team that they are carrying out a potential serious detriment investigation and must conclude their investigation within three working days. The Head of Property and Maintenance will produce a written report of their findings to the executive team within five working days of the commencement of their investigation. If a staff member is unsure whether a matter falls into the category of Serious Detriment then they should take advice from a member of the leadership team. 3. Responding to the Complaint The findings and outcome of the investigation must be discussed with your line manager before a full response is sent using the Complaint Standard Response letter within 15 days from receipt of the complaint. Managers are responsible for reviewing the response before it is sent out and should therefore countersign the copy letter. The standard response letter is intended as a guide and will require tailoring to meet the individual circumstances. Appendix 1of this procedure contains guidance to support staff when responding to a complaint with some helpful phrases that you can use. Investigating staff should complete the Complaint Tracker with the outcome and any learning that has come from the investigation. Where the investigation has led to a change in policy or procedure then the relevant manager is responsible for ensuring that these are updated and approved by SMT or Board as appropriate. Sometimes we may need to offer compensation and in these cases we should ensure that we are following the Compensation and Discretionary Payments Policy. All compensation payments must be discussed with and signed off by the Housing Services Manager. A copy of the Complaint Summary Sheet, any letters, emails and relevant correspondence must be given to the CRM who will keep them in the Complaints Folder for reference. A file note should be made in a tenants file that they have made a complaint, including the reference number and the outcome. 4. Request for a Review If the customer does not agree with the response they should be advised that they can ask for the complaint to be reviewed explaining why they feel the case is unresolved. If the customer requests a review the person who receives this must notify the Corporate Resources Manager (CRM) within 1 working day. The CRM will notify the Operations Director (OD) that a review has been requested and pass copies of all correspondence (retaining the originals on the complaint file) to the OD. The OD will liaise with SMT to set up a panel of one SMT member and two Board members. The OD will be responsible for ensuring that the complainant receives an acknowledgement within 5 working days, along with an invite to attend the review meeting. The review meeting should take place within 10 working days of the request being received. A full written response should be sent out within 15 working days of the review meeting. All Board members who are likely to be involved in a review panel must have undertaken appropriate training. 5. Implementing learning from complaints Complaints are a useful learning tool and as such it is important that we share the outcome of complaints with staff, board and tenants. The CRM is responsible for producing a quarterly report detailing; the number and type of complaints whether timescales were met outcomes (which could include explanation, apology, changes to policies and procedures and any details of compensation paid) Leadership team and Managers are responsible for monitoring the detail of complaints, reviewing outcomes and agreeing further actions at Leadership team meetings. Where an outcome of a complaint leads to a change to any policies, procedures and working practice the relevant documents should be immediately updated. Where Board or Executive team approval is required to policy changes this should be flagged up at Leadership team and approval sought at the next opportunity (Board or Executive team meeting). Changes to policies and procedures should be notified to all staff and managers are responsible for ensuring appropriate training. Outcomes and learning from complaints should be reported annually as follows; To Board through annual complaints report To tenants through the Tenant Newsletter References The Complaints Policy, Complaints Handling Procedure and the Compensation and Discretionary Payments Policy are held on the YHA Intranet Documents to be used in the Complaints Handling Procedure are in the following folder – Mail01\company\WORKING\Complaints If you need help or advice, talk to your housing officer Call 01 904 636061 Call now Repairs Your questions answered Find out more Your Rent You need to pay your rent, here is how you do it. Find out more Benefits & Money Free financial advice from York Housing Association Find out more Do you need Insurance? Is your home properly insured? Find out more Anti-Social Behaviour Certain behaviours are unacceptable in our homes and neighbourhoods. Find out more Maintenance Maintaining your home - what you can do to help. Find out more

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    Blog Posts (10)
    • Neighbourly support, building a community

      Here’s a great story about partnership working between YHA and City of York Council for one of our York customers…. Near the beginning of lockdown, a customer told Paul Grainger, his Housing Officer, that he was being furloughed and would get 80% wages. It subsequently transpired he did not qualify for the scheme through his employer due to the time he had been in employment, and, unfortunately, was laid off. This had an impact on his mental wellbeing, and he didn’t know where to turn as he had no family or friends to support him. Paul kept in contact. The customer advised Paul he’d been unable to contact the support and advice services Paul had signposted him to as he had no internet access and could not make outgoing calls on his phone. He was not in a good place. Paul contacted City of York Council’s COVID19 Help Group and explained the customer’s situation to them. Paul also emailed the Income Services Team and Benefits Team, also at the Council. After some conversations with various teams to find out if support could be provided for the customer, it was agreed someone from the Council would phone him to see what they could put in place. The Council rang the next morning to advise Paul they had been able to get one of the Universal Credit Case Managers to call the customer direct. His claim for Universal Credit was processed over the phone, and he received the money that day. The Customer’s Council Tax support claim was completed online, and additional support was provided by the York Financial Assistance Scheme (YFAS), again, through city of York Council. In the space of less than 24 hours, our customer went from feeling very low and depressed with nowhere to turn, to having a more positive outlook. So, because Paul knew who to contact, he was able to help one of our customers when he really needed our support.Well done, Paul.

    • Developing a Community Spirit

      During the testing time of physical distancing and isolation the nation went through, we heard of some fantastic examples of neighbours looking out for each other, helping each other and some real community spirit. · A customer on Richmond Street, a key worker, who was putting cards through neighbours’ doors with her contact number if anybody needed any shopping / emergency supplies. · A couple in Margaret Philipson Court were doing shopping for their neighbours. Let’s share these positive stories of good coming from a difficult situation. So, if you were checking on your neighbour, or doing shopping for someone who couldn’t, or started talking to someone you hadn’t done before, then we want to know about it. Share your story at rachael.simmons@yorkha.org.uk or tell your Housing Officer. We really would love to hear from you.

    • Developing a Community Spirit

      During the testing time of physical distancing and isolation the nation went through, we heard of some fantastic examples of neighbours looking out for each other, helping each other and some real community spirit. · A customer on Richmond Street, a key worker, who was putting cards through neighbours’ doors with her contact number if anybody needed any shopping / emergency supplies. · A couple in Margaret Philipson Court were doing shopping for their neighbours. Let’s share these positive stories of good coming from a difficult situation. So, if you were checking on your neighbour, or doing shopping for someone who couldn’t, or started talking to someone you hadn’t done before, then we want to know about it. Share your story at rachael.simmons@yorkha.org.uk or tell your Housing Officer. We really would love to hear from you.

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York Housing Association
2 Alpha Court
Monks Cross Drive
Huntington
York 
YO32 9WN

Email: info@yorkha.org.uk

Phone: 01904 636061

Homes to rent or buy across Yorkshire: Leeds, Malton, Scarborough, York, Beverley, Whitby and Selby.

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York Housing Association Ltd. is a housing association with charitable status.Registered as an Industrial and Provident Society No.16826R. Registered with the Housing Corporation No L1019