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Tenant and leaseholder feedback

We value feedback from our tenants and leaseholders, and will take every opportunity to improve our services.

Your feedback can and does change how we deliver our services; we make changes based on feedback you give us. You can give us your feedback in many ways, including:

  • through surveys
  • customer complaints
  • direct contact with our tenants and leaseholders
  • focus group meetings

When we need a customer's point of view, we can also approach our Tenant Scrutiny Panel, who meet every month.

We welcome your suggestions to improve services. Complete our tenant and leaseholder feedback eform:

Tenant and leaseholder feedback form

You can also contact our Housing Equalities and Engagement Facilitator to make suggestions.

You said, we did

We'll share examples of changes we have made as a result of what you have told us on this page, sharing examples of what you said and what we did in response.

Our Housing Charter

You said...

You told us a good housing service:

  • is a non-judgemental service that listens to tenants and has their best interest at the centre of all they do
  • works in partnership with other services
  • has services that are easy to access
  • delivers and sets the standard for safe, secure and efficient council homes
  • has the capacity to meet demand
  • has professional, well trained and compassionate staff with the right skills and attitude

We did...

We produced our Housing Charter which is the first step in improving the way we work with you and making clear what you can expect from the housing service. We'll be reviewing this charter in winter 2023, please use the feedback form if you would like to give us your thoughts.

Our Contractor Code of Conduct

You said...

We recently sent a survey to over 1,000 tenants asking about our draft Contractor Code of Conduct.

Through the survey, the following feedback was gathered:

  • contractors should be respectful
  • they should tell you what they need to do and what you should expect - for example, how much disruption there will be
  • parking and keeping appointments is important

We did...

With the feedback we received we produced a new Contractor Code of Conduct, which will be shared with all contractors working with us.

The Contractor Code of Conduct states that contractors should:

  • show their identification card
  • confirm the work they need to do with the tenant, explaining the extent of the disruption and telling them how long it will take
  • undertake work with courtesy, consideration and respect

Also see

Housing Equalities and Engagement Facilitator

West Offices, Station Rise, York, YO1 6GA

Telephone: 01904 552097