Customer Annual Review 2016
8
Some of the support we
provided includes:
• Working with over
70 families who are
experiencing a range
of challenges
• Funding 1 full time
worker for the charity
Herts Young Homeless
The right
home for you
• Tenancy resettlement
for 103 customers
moving from temporary
accommodation to a
settled life
We helped 44 customers
that wanted to downsize
or move to a home
that better suited
their situation.
• 2000 customers used
myNHH* to view their
rent account and
report repairs
The amount of arrears at
the end of 2015/16 was
£1.5 million.
*myNHH is your own online
portal to manage your tenancy
Facing our challenges
Asking you to pay previously unbilled service charges
was the most challenging decision of 2015/16.
Your tenancy
We understand that keeping rents low will always be
important for our existing customers.
Customer Contact Centre,
Blackhorse Road, Letchworth
Garden City
This year has been another tough year for many of you and
we understand being able to afford to run your home and pay
bills can be a constant challenge. We’ve reorganised all teams
to provide more help on the ground for customers who are
experiencing genuine difficulties paying their rent or looking
after their home.
Under-charging was costing North Hertfordshire
Homes over £1million and we could no longer
subsidise these costs.
We accept our communication was very poor and we
are sorry for the upset we caused to some of you.
There are still some costs we will start to recharge
next year and we will clearly communicate this
in 2017.
Welfare Reform and how it may affect you
www.nhh.org.uk/welfare-reform
9