LYHA coronavirus service update - April 2020
We recognise that this is a very difficult time for everyone in light of the Coronavirus (COVID-19) situation and its impact on our daily lives. Our focus, as always, is on maintaining customer safety and providing high quality services, but we are having to deliver these services a little differently at the moment as our customers’ and colleagues’ health must come first. 

This Customer Bulletin will outline some of these changes and how we can still support you in these challenging times.

Please look after yourselves, keep an eye out for your neighbours and don’t hesitate to get in touch with us if you need to: Tel: 0113 278 3335; Email: info@lyha.co.uk
Coronavirus update

Please click on the video link to see a message to customers from our Chief Executive, Mark Pearson.

We have also created a dedicated Coronavirus section on our website providing FAQs and links to support services in our region, and are posting regular updates via our social media channels. Why not start following LYHA on
Financial worries

We understand that many people have worries about money at the moment.
We want to reassure you that NO Leeds & Yorkshire Housing Association customer will lose their home as a result of COVID-19.  

If you are having difficulties paying your rent or service charge (if you have lost your job, been furloughed or working reduced hours) please speak to one of our Income Officers who will be able to provide support. Please contact us on Tel: 0113 278 3335 or Email: info@lyha.co.uk

Even though our offices are currently shut to the public, you can pay your rent in the usual ways: https://www.lyha.co.uk/ways-to-pay-your-rent

For benefits advice, please check out the latest information from the DWP .
Looking after vulnerable customers

We are doing everything we can to support our older and more vulnerable customers and those people defined on medical grounds as being extremely vulnerable to COVID-19.

Our team has been making calls to customers over the last few weeks to find out if they need any additional support. Please make sure that we have your up to date contact details.

If you have not spoken to a member of our team and are in need of assistance, please contact us: Tel: 0113 278 3335 or Email: info@lyha.co.uk We have also provided links to local support services in each of the areas where we have homes:  Leeds , Barnsley and North Yorkshire .

In Leeds support for vulnerable customers is being coordinated by Voluntary Action Leeds. To access support please call 0113 378 1877. Or to sign-up as a volunteer/ find out more, visit https://doinggoodleeds.org.uk/ . In Barnsley, please call (01226) 774444 to access support and in North Yorkshire, please call 01609 780780.

If you have any elderly or vulnerable neighbours, please keep a look out for them.
Changes to our repairs service

We are currently only carrying out emergency and urgent repairs (such as electrical faults, drainage problems and any major structural damage). You can report a repair in the usual ways: Tel: 0113 278 3335 , Email: repairs@lyha.co.uk or via our customer portal: https://mylyha.lyha.co.uk/  

If we need to enter your home to carry out an emergency repair, we will contact you in advance to carry out a short questionnaire and ensure all precautions are taken. We will also wear full protective equipment and disinfect any areas we come into in contact with.

If you have a repair that is not an emergency you can still report it, but we will keep it logged and contact you as soon as the current restrictions have been lifted. The same applies for any planned improvement works (such as new kitchens, bathrooms and boilers) which will now be rearranged for a later date. We apologise for any inconvenience, but the health of our customers, staff and contractors must come first.
On a more positive note we'd like to say welcome to our new Barnsley customers

We are delighted to welcome our newest LYHA customers who got the keys to their brand new homes in Barnsley a few weeks ago (prior to the lockdown). The 54-home Catherine's Walk scheme is the largest LYHA has built for a number of years, providing 40 houses, 8 apartments and 6 bungalows.

We held an event to mark the completion and were delighted to welcome our partners, board members and local councillors who have supported us in building these homes, as well as the two girls who named the streets for us: 'Tawny Street' and 'Blossom View'.

We hope the residents will be very happy. For full details, please read our press release .
We value your feedback

We are committed to continually improving our service to customers and to do that we need your feedback. From the end of this month an independent research agency (MEL Research) will be contacting a sample of our customers every quarter to ask a selection of questions about your experience of our service. All responses will be strictly confidential and LYHA will not be told individual customer's comments unless there is something specific you want to raise with us.

We hope that by switching to more frequent telephone rather than paper surveys, we will get a fuller picture of how we are performing - what we're doing well and where we need to make improvements.
Meet our team
Elaine Hindes

Job: Sales & Project Officer

How long have you worked at LYHA?
Two years.

What is your favourite part of the job?
I deal with sales of shared ownership properties and there is nothing better than seeing the smiles on people's faces when I hand them their keys to their new home. It really does make a difference to people's lives. 

Where would be your ideal day out in Yorkshire?
My ideal day would be a nice walk round Otley Chevin with family and friends followed by a lovely pub meal.  

If a visitor to Yorkshire only had time to visit one place in Yorkshire, where should they go?
A walk in the Yorkshire Dales.The scenery and views are amazing. 
Craig Warren

Job: Neighbourhood Services Team Leader

How long have you worked at LYHA?
Eleven months.

What is your favourite part of the job?
The variety of work and making a positive impact on customers.

Where would be your ideal day out in Yorkshire?
Walking the old railway line from Goathland to Grosmont and enjoying a pint at the pub in Beckhole along the way, followed by a BBQ to end the day.

If a visitor to Yorkshire only had time to visit one place in Yorkshire, where should they go?
As a child I was always taken to Whitby for holidays. It's still very close to my heart today.
And finally..............

If you would like to receive this Customer Bulletin in braille or any other language options, please contact georgina.thompson@lyha.co.uk
Leeds & Yorkshire Housing Association | 0113 2783335 | georgina.thompson@lyha.co.uk | www.lyha.co.uk