Your Home

YMCA North Tyneside provides homes to over 200 people across the North East of England. As a charity and a Registered Provider of Social Housing we are committed to caring for the needs of residents that live under our roof. This means a commitment to well maintained properties, appropriate care and support and effective customer service.

If you need to report a repair to your home please contact your Support Worker in the first instance. Alternatively you can email maintenance@ymcanorthtyneside.org with your name, full address and a description of the repair needed.

Anti-social behaviour typically includes loud music from neighbours, gang nuisance, threats of violence, mate/hate crime, drug dealing or verbal abuse. If possible, you should have a friendly word with the person causing the problem. But if this approach hasn’t worked or you are afraid to approach the person then you should contact the Police on 101 (non-emergency) or 999 (emergency). You should also report anti-social behaviour incidents to your Support Worker.

When we visit your home you are offered the opportunity to give us feedback on how we are doing by way of a resident survey (we can send you an online survey to complete if you prefer – please contact us). We also measure our performance against a number of other standards required by the Regulator for Social Housing. We publish all of our data in an annual report. Here are the Results of Tenancy Satisfaction Measures for 2023-24

We aim to deliver the best services possible, however we appreciate that sometimes things can go wrong. The feedback you provide can help us to improve our services. You can send us a compliment or raise a complaint by contacting your Support Worker. Alternatively you can contact us.

Stage 1 – We will contact you within 5 working days to explain the next steps of our response. In the meantime your Support Worker or our Maintenance Team will continue to try to solve your problem. Once we have investigated your complaint thoroughly we’ll contact you with a full response. This may take up to 20 working days from our initial contact. If you are unhappy with our response you can raise a Stage 2 complaint – we’ll explain the process for this within our Stage 1 response. Please be assured that we aim to resolve all complaints at Stage 1 and learn from the issue to help us provide better services in the future. Here is our Complaints Policy. You can find out more about Complaints Handling on the Housing Ombudsman website.

Each year we publish data about our performance in complaint handling and the view of the Housing Ombudsman. Here are 3 key documents for you to review:-

• The Annual Complaint and Service Report 2023-24
• Our Self Assessment against the Housing Ombudsman Code 2023-24
• The Housing Ombudsman’s Response 2023-24

Email: customer.relations@ymcanorthtyneside.org

Telephone: 0191 257 5434

Post: YMCA North Tyneside, Church Way, North Shields, NE29 0AB