Welcome to our May Customer Bulletin – a chance to update you about our current activity.

One of our top priorities as 54North Homes is to ensure we keep our customers continually informed and provide lots of opportunities for you to feedback to us.

We will shortly be contacting you about improvements to our services, including a new central phone number and website, as well as who your key 54North Homes contacts will be. In the meantime, we wanted to send out this short newsletter to outline some of our current activity.

Mark Pearson

Managing Director, 54North Homes

If you would like to receive this Customer Bulletin in another language or format, please let us know. Or if you have any feedback or suggestions about content you would like to see in future bulletins, please contact: georgina.thompson@54northhomes.co.uk

Our team



Our York and Leeds teams are now working closely together as one team and have recently taken a few tours around the region to get to know new homes and estates, which has been really helpful for us all.

We’re delighted to welcome a few new team members and will let who know who your Housing Officer, Income Officer and Surveyor are shortly once the patches are finalised. In the meantime, please continue to contact us as before.



We are also currently recruiting for a few exciting new roles, including: a Customer Experience Manager and Officer who will be dedicated to overseeing customer involvement and feedback, and a Money Matters Advisor who, along with our Income Management team, will be supporting customers with rent payments, access to benefits and financial support.

Customer feedback

Listening to customer feedback is very important to everyone at 54North Homes. We need to know what we're doing right, what we're getting wrong and where we can improve.

If you have any complaints, compliments, or feedback for us we are always listening and ready to work hard to resolve your concerns straight away.

Our new Customer Experience Committee recently met for the first time, with customers from the Leeds, Barnsley and York areas all involved in the scrutiny of services and shaping 54North’s approach to customer engagement.

New tenant satisfaction measures

From April, The Regulator of Social Housing has introduced performance measures called Tenant Satisfaction Measures (TSMs) which aim to hold housing providers to account and give customers greater visibility of their performance. There are 22 Tenant Satisfaction Measures (TSMs) in total and all social housing providers must report on them. 

How will we collect this data? We will be working with a research provider, called Acuity, who will contact a selection of customers at random to provide feedback on the 12 customer perception TSMs. The survey doesn’t take long to complete and by providing feedback, you can help us to improve the services you use every day.

Calls will only come from this telephone number: 01273 093939. If you don’t want to participate, just let the surveyor know and you will not receive any more calls.

The responses will be collected by 54North Homes and used to drive service improvements. Annually, they will also be submitted to the Regulator of Social Housing who will track the sector's performance to see where improvements can be made. This is another example of how we are already seeing the benefits of being part of the larger Karbon group and having access to additional in-house insight.

Support with the cost of living

We are committed to doing all we can to support you if you are struggling financially and will be contacting customers with more information about this shortly. In the meantime, here is an update about government support you may be entitled to over the coming year

Three Cost of Living Payments will be made to those on means-tested benefits, including Universal Credit, Pension Credit and Tax Credits, totalling £900 during 2023/24. These will be accompanied by a £150 payment for people on eligible disability benefits this summer, and a £300 payment on top of Winter Fuel Payments for pensioners at the end of 2023. Click here to find out more.

Those who are on Universal Credit or other state welfare benefits will have also seen their regular payments increased from 10th April by 10.1% (in line with the rate of inflation - CPI Sept 2022). Please click here for a full list of state benefit and pension rates for 2023-24.

If you are on a low income and more than 10 weeks pregnant or have at least one child under 4 years old, you may also be eligible for help buying food and milk via the government's Healthy Start scheme. To find out more and apply, please click here.

Improving how we communicate

We are investing in new technology to improve how we communicate with customers. We will shortly have a new telephone system, central phone number and website in place.

As part of our rebrand to 54North Homes, we are also updating all our policies and customer literature which you will be able to access via the website.

More about this shortly…..

And finally…..

It’s great to see all the trees and gardens coming into bloom at the moment. One garden looking great is at Wood Lane Court in Leeds, where we have recently installed a new seating area, paid for through the 54North Homes Community Fund. We always welcome ideas of how to improve the area where you live and this is a great example of one of our customers approaching us with an idea and working with neighbours and 54North's Maintenance Technician, Craig, to bring it to fruition.