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Complaints

will smith made this Freedom of Information request to Your Homes Newcastle

The request was successful.

From: will smith

25 October 2011

Dear Your Homes Newcastle,
Please could i request the following in accordance with the freedom
of information act

1.The amount of complaints over the past two years to todays date
that have gone through the following stages 1,2 and ombudsman.

Please could you state whether ther ombudsmans investigation ended
with either local settlement or recomendations.

Please could you also state whether the ombudsmans recomendations
has caused to change policy and what that policy was.

2.How much has been paid out in compensation for complaints over
the past two years to date.

3.How many Properties with either stairlifts, walk in showers,
baths and ramps have been advertised over past two years to date
with a month by month breakdown ie may 14 properties.

4.How much has been spent on stairlifts over the past two years to
date on each of the two models provided by stannah stairlifts the
models being 420 and 260
Yours faithfully,

will smith

Link to this

From: Samples, Jane (YHN)
Your Homes Newcastle

27 October 2011

Dear Mr Smith

Thank you for your request under the Freedom of Information Act. We have 20 days to respond to your request but as an organisation we have adopted a response time of 10 working days. The officer dealing with your request is Linda Henderson Gray, Project Manager Customer Services.

Please contact me on the number below quoting ref FOI 79 if you have any queries.

Regards

Jane Samples
Right to Buy Manager
Your Homes Newcastle
Right to Buy Section, Finance & Resources
YHN House, Benton Park Road, Newcastle upon Tyne, NE7 7LX

Email: [email address]
website: www.yhn.org.uk
Telephone: 0191 2788677
Fax: 0191 2788603

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Link to this

From: Gray, Linda Henderson(YHN)
Your Homes Newcastle

2 November 2011

Committee reportQ2.doc
272K Download View as HTML

Committee reportQ3.doc
280K Download View as HTML

Compliments and Complaints Quarter Four and Year End.doc
310K Download View as HTML

Compliments and Complaints Quarter One.doc
459K Download View as HTML

Compliments and Complaints Quarter Two.doc
470K Download View as HTML

Compliments and Complaints Quarter Three.doc
485K Download View as HTML

Compliments and Complaints Quarter Four and Year End.doc
825K Download View as HTML

Compliments and Complaints Quarter One.docx
68K Download View as HTML

Copy of FOI WSmith.xls
140K Download View as HTML

Dear Mr Smith

Please find copies of information you have requested under Freedom of Information.

1 + 2 . Complaints information
The reports attached above include information about complaints over the past two years, including numbers of complaints and at what stages and outcomes, as well as payments made. These reports have been authorised by our Performance Committee. The information relates to July 2009 until June 2011. The information about complaints in relation to July - September 2011 has yet to be passed through our committee process, therefore I'm unable to release this information as yet.

3. Advertised properties
An excel spreadsheet has also been attached which details adapted properties advertised by the date they were advertised.

4. Stairlifts installed
For the period of 2010 and 2011 we have installed a total of 168, 260's and 420's, for a total cost of £518,652.00. See break down below.

420's - 79 installations at a cost of £138,636.00.
260's - 89 at a cost of £380,016.00.

I believe the information enclosed satisfies your request.

Kind Regards
Linda

Linda Henderson Gray
Project Manager - Customer Services
Customer Services Team

Tenancy Services Division Website address www.yhn.org.uk
Your Homes Newcastle Tel Direct Line +44 (0)191 2788666
YHN House Fax +44 (0)191 2788603
Benton Park Road e_mail [email address]
Newcastle upon Tyne
NE7 7LX

Your Homes Newcastle Limited. Registered in England and Wales Registration Number 5076256.
Registered Office: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne NE1 8PR. A company controlled by Newcastle City Council.

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