YHN Delivery Plan 2012-13 - Your Homes Newcastle

4. Key cross-cutting themesProviding excellent customerservicesTo achieve our mission to be the besthousing provider in the North East, weneed to consistently provide excellentcustomer services. We are committedto increasing opportunities to accessour services in ways that suit thediverse requirements of our customersand that equip us for the future whilstmaintaining high levels of customercare.Our Customer Service Strategy, ‘EveryCustomer Matters’ (2010-2014), setsout our vision for the futuredevelopment of customer services andoutlines improvements that we need tomake to ensure the on-going deliveryof three star excellent services. Thestrategy was developed aroundcustomers' needs and aspirationswhich were gathered throughconsultation with them and our ownstaff, and is closely linked to the keyprinciples of the Customer ServiceExcellence (CSE) standard.Our vision for customer services isthat:“Our customers will be able toaccess our services at whatevertime they want in a way that bestsuits their needs. Every time acustomer comes in contact with ourorganisation they will receiveexcellent and consistent customerservices, delivered by a qualityworkforce that is enabled bytechnology. Your Homes Newcastlewill be recognised as a responsive,accessible, inclusive and above allan organisation that deliversexcellent customer services”.Our main customer service prioritiesfor 2012/2013 are:To ensure we live up to thepromises and standardsoutlined in our CustomerService Charter.To maintain our corporaterecognition against theCustomer Service Excellence(CSE) Standard.To continually improve thecustomer experience whencontacting YHN by extendingthe use of the YHN EnquiryCentre to resolve more querieseffectively and efficiently.Providing value for moneyValue for money is a requirement forany successful organisation as itenables the delivery of high qualityservices, provides more choice andensures needs and priorities are met.Successfully embracing value formoney enables us to provide betterhomes, better services and contributetowards better neighbourhoods. Valuefor money is about doing more for thesame amount. It is about raisingproductivity whilst increasingeffectiveness. For YHN it is aboutenabling us to deliver the highestquality possible at the lowest possibleprice, and ultimately becoming a moreefficient organisation and achievingour organisational objectives.15