Your Housing Group Reviews 

book in work to be done no one ever turns up no phone call to let tenants know. ive had nothing but issues for four years living in a house that is rotting away. i cant move because no one wants to live in the area or a house that is rotting away. your housing group are shocking. ive had to do a disrepair claim and still its not sorted so i will be putting another claim in. the house looked like a crack den when i first moved in. i didnt even want to give one star

We had a problem with a leak in our ceiling, and after contact with the staff on the phones and then speaking with Debs @ Julie @ Martin, Also One Colleague in particular (Not remember his name) He was outstanding with contact by text always looking out for mum and dad who are vulnerable eased one of the biggest repairs we have encountered from one leak to a new roof, new ariel, and waiting for new ceilings, Everyone made the process so easy for us with the constant correspondence, and their attention to our concerns. I am eternally grateful for all that your housing group as done for us
EVERYONE IS A CREDIT TO YOUR HOUSING GROUP..
THANK YOU
MR AN MRS WAINWRIGHT

I bought a new-build house from Your Housing Group in September. At the time of sale, there was litter in the house left over by builders, cracks in various sinks and no grass in the garden (amongst 180+ other defects according to a snag report). We're nearly in March and nearly all of these issues have not been resolved.

Your Housing Group have blamed this on the construction company they used - Lane End. Whilst Lane End have been impressively inept, Your Housing Group have also got to share the blame for choosing such a company to build their houses.

Customer service has been neglectful at best and deceitful at worst. Many issues they have 'resolved' need resolving again due to the continued lack of professionalism and care carried out.

My neighbours are all having the same issues with housing defects and a lack of response both companies. It got so bad that a meeting was scheduled between Lane End, Your Housing Group and the residents of my estate. Promises were made regarding better communication and a commitment to fixing our issues. It's been predictably silent since then.

The icing on the cake has been the rent increase just months into my tenancy. There's been no attempt to address our issues and now they're asking for more money. Avoid Your Housing Group at all costs.

Absolutely no empathy for people's situations. Constantly have to chase up emails and phone calls. No interest in doing minor repairs. Get put in an absolute dump that no one else would touch.... dont blame them. Area vile full of drug activity. Seems to be just put up and shut up. Feel so let down and been struggling healthwise and now hardly sleep due to incident last month. Really disappointed.

disgrace. I've been I've been waiting for a phone call back for 2 weeks
everyone you speak to will pretend there bothered about your situation, write a few notes on the system, but never follow it up.
left my 2 year old in a room with damp and can't be bothered to come out and look at the problem never mind sort it out.
they are also about to cause the sale of my property to fall through a week from completion.
DISGRACE

Excellent accommodation! Clean , warm and comfortable. Feel safe and secure and staff at my location are fantastic and helpfull. The best thing I ever did was get a flat of your housing group ! All repairs have been carried out on time and to a high standard!!⭐️⭐️⭐️⭐️⭐️ Well done to all the staff within your housing group! U do a fantastic job….

Absolutely fuming now! Update on the leaking roof which I first reported on 13 Sept last year! This housing group are Absolutely Awful! The call centre are downright ignorant! I've just spent ages on hold after finally getting through....recorded message saying "high number of calls" the usual.....booked a call back and eventually Charlotte rang me...she put me on hold for 15mins to check with the Fix360, then just hung up! As stated in previous review I have mould in my bedroom and a bad chest since January for which I now have to use a puffer. I doubt it's a coincidence.
Update 26.4.23. The roof finally got fixed 8.3.23 but still no sign of the mouldy ceiling being fixed. I now have pneumonia. I had to spend 2 weeks in hospital due to pleurisy, pneumonia and a collapsed lung. I am back home where the mould problem still hasn't been addressed (caused by leak in roof) Every item of clothing I own smells mouldy.

Amazing personal service from Lynn and her team !!! she .arranged a viewing with a lovely lady in Apperley Bridge , unfortunately the lovely apartment wasn’t suitable , but I wanted to say a big thank you for your time and kindness

Your Housing have no regards for customer service. I reported a major issue about a leak in our porch that was effecting my house but also our neighbours house, the water was / is dripping down the main fuse box to both houses. So we call the emergency help line after waiting for 2 hours we get through. We will send a team out….This was in December 2022…Your Housing use 360 to action repairs but they are just as bad and they didn’t turn up. Next day call again wait over an hour eventually get through 24 hours later 360 turn up put a bit of silicon on the wall!!! Really job done, but no it’s a cowboy job and water still leaks in. Roll on to February and I’m still chasing the work to be completed correctly as the issue is the rendering has come away from the roof tiles.
I now have made over 12 calls about this Your Housing even gave me the direct number of the 360 team leader but she doesn’t respond.
I part own my house wish I never bothered I am also now in contact with my MP about making a complaint about Your Housing

So Danielle please see update… So after my complaint amazingly I get a phone call saying we will look into your complaint and get back to you today…..Guess what I didn’t get a phone call just unbelievable you can’t make it up

Update So at long last on 13/2/23 Your Housing have fixed the roof. It only took over two months and they only responded because I complained on Trust Pilot. Awful service so any and disappointed

I have the utmost respect and confidence in the financial team at Your Housing Group.
Universal Credit were causing so many issues with my rent payments.
Sian and Annemarie from the financial team put my mind at ease.
I was so worried about my account being in arrears.
Anyone having issues all you need to do is speak to the team, their so helpful.

I had to give up my 3 bedroom house because I couldn't manage the stairs among other issues, this was a social housing cooperative. I got my bungalow last December after many years on the waiting list. YHG have been amazing from the get go, firstly the bungalow is perfect for my current needs and future proof for my ongoing needs.
The staff have been more than helpful with any information I needed and they are prompt to respond to queries or repairs.
Having been in social housing and private landlords YHG are by far the best, I've had some right nasty, lazy and rude people during my life but these have always been polite and helpful.
“I love my home and feel beyond grateful for finding my nirvana. They have thought of everything in building this beautiful bungalow, it allows me to be the best I can be. I actually repeat a gratitude mantra every morning. ” to be listened to and supported is refreshing and to have a quality home with the correct environment is crucial for mental and physical health. I count my blessings every day.

Rather than take ownership and responsibility for their inadequate service and terrible management, housing managers prefer to enlist legal representatives on their behalf. This makes said managers redundant. What’s more is the legal reps are paid for using tenants rent thus affectively tenants are paying to have themselves prosecuted. When extra costs arise the housing managers will instruct their legal ‘heavies’ to extort money from tenants, by threatening court action or bailiffs. Were housing managers not so inept in the first place there would not be the need for courts or legal teams.
YHG are quick to take payment but never abide by their own standards.
Receipts are never sent out on time either and the online complaints procedure is nothing but a black hole.

Pathetic Housing managers.
Housing managers do not take responsibility or ownership for their inaction.
Instead they use rent payers money to enlist aggressive solicitors who are more than happy to milk YHG for work. This is then charged to the tenants. Were the housing managers not so inept there would not be any need for the legal teams.

Your Housing provided supervised accommodation for my son. From the moment the tenancy started and they were getting rent the property had no gas or electric supply after two weeks still no electric supply. A worker revealed the flat above was constantly blocking the toilet which was flooding my sons flat. There was sewage in the bathroom light fitting and the smell was unbearable and tainted everything that had been put there despite being wrapped up. Yet their staff said they couldn’t smell anything, there was black mould on the ceilings. There was a clean empty flat next door yet they put my son in that hovel. The staff at Lewis Close were unwilling to do anything at all and seemed to think renting a property to a young vulnerable adult without heat or light was perfectly acceptable. They had two months rent for nothing and the rent was probably several hundred a week due to the supported living costs yet at no point was the flat habitable. Your Housing provided in this case the most disgusting uninhabitable property you can imagine and could only say it “passed their inspection” undertaken by themselves obviously!

First of all, moving into this property has been an absolute nightmare! I moved into one of their properties in Warrington on the 5th of Dec 2022 and have literally been without any heating. It was after I paid and got the keys that I was informed that the gas in this property was not turned on and that I needed to call the gas company which I did. I stayed in this property for days without heating until the gas people at A&M came on the 19th of December 2022 to switch it on, after they did, it turned out that the boiler was bad and the person who turned it on didn’t notice that the water pressure was low, so I went back to no heating! I have had to constantly change my work start date to accommodate this repair as they can not let themselves in. I have constantly called both Your housing group and Ashley and McDonough to no avail. A repair man turned up on the 7th of January 2023 and said that some parts needed change and he would order them and come back but he did not come back. Yesterday the 10th of January 2023, another technician came to say that a wrong part had been ordered and he was going to order what is needed and come back this morning to fix it! This is ridiculous! How can a human being be left without heating in this cold? I paid for a property only to be treated like an animal. No help has been rendered so far, no one is taking responsibility, I am only constantly being passed on to other people on the phone to no avail, Please this is a cry for help! Fix my heating before I freeze to death!

I want to discuss important issues about my tenancy. The phone option says the office is closed due to 'system maintenance'. No indication of when it might be open. There is no part of the website about this. The tenancy handbook is not available online - it just says 'error' when I try to access it. All other phone options to find out info (repairs, ant-social-behaviour - in fact, the lot) says there is a 45 minutes wait. Just enough to put people off, eh?
In the very cold snap in December, my boiler broke down: no central heating or hot water. Reported it on Wednesday morning (two phone calls taking 40 minutes each to respond) and was put as 24 hour emergency. (I am disabled aged 81). Got a phone call from engineer on Saturday at 9.20pm. Some chap rang from YHG complaints office rang to make placating noises a couple of weeks later, but what help was that?
YHG has got steadily worse and if they have an email address, it doesn't seem to appear on the website.
What bothers me is that they can continue with their poor service yet there is no-one with the authority to make them toe the line. The Ombudsman will only deal with individual problems after several weeks and only if one one contacts YHG group first - and you can't get through most of the time to do this (see my second sentence). I despair that I am powerless against YHG's apathy.
UPDATE: I note below that YHG want me to contact them. There are now TWO issues with them and they still haven’t contacted me although they have my contact details. This request from them is a red herring to make them look responsive and caring. Dear Clair, YOU ring ME - look up my house details M46 ODY, because you are just as unavailable as ever.
FURTHER UPDATE: Clair has now given me her email address but messages can only be sent via their webpage. This means that a printed record of to whom, when and content of message cannot be made so no evidence in case of disputes or for reference. I believe the letting steam will contact me. Perhaps…

Appointments missed with no contact or explanation, the home hub in my experience is totally ignored, at this moment I'm trying to get through on the phone but told there's a 45 minute wait really disgraceful service.

1 star is way to generous. Trying to log several repairs on the Your Housing hub… utterly useless. Despite setting up my details on the hub, can’t log in. Tried phoning. Waited for nearly one hour, no response, second call almost identical to the first. Third call gave up after 30 minutes. There is clearly a problem with the hub. There is a bigger problem trying to engage with actual human beings. When works / repairs are done always seems to be done on the cheap. New bathroom installed less than 12 months ago - shower doesn’t work, no hot water, unable to regulate radiator thermostats, constant battle with damp & mould, due to poorly insulated walls and previously leaking ceiling. Plaster on living room wall in danger of falling off, another repair previously reported. Some defects I have had to pay out of my own pocket to get the repair fixed. I have left these comments out of frustration, clearly Your Housing needs to work on its lamentable communication skills. I have written previous reviews regarding similar issues. Surveyors , workmen have been and gone, no follow up, no resolution absolutely nothing, a truly awful housing provider.
My contact details should anyone from Your Housing wish to contact me:
Chris Clayton 07894 159677

Two hours wait for emergency to answer, my sons bungalow in warrington is flooded, the kitchen ceiling has come down, water pouring inside and outside, happening now as I type, my son is disabled, I am told someone will come out within 24 Hours,, what a dreadful group you have become, this is an extreme emergency, 24 Hours, you should be ashamed, If this is down to a disused tank in the loft not being drained years ago I will go to the press, shame on your service You should maintain your properties, pipes and plumbing should be checked yearly, no one been in the roof since the property was built, disgusting

What’s with the 24hr emergency then you fail to turn up, damp mould leaking roof, health deteriorating rapid, a full month so far, hole made in ceiling to let the water out! I’m crying uncontrollably, ptsd amongst other issues, COPD? The Press have been let’s see now! I’m no longer begging for jobs to be done that are putting my health in danger!
EDIT….. CONTACT THE WARDEN AT MANY BROOK HOUSE PRESTON PR5 0FD.. NATALIE WHO HAS RUNG FIX 360 (WHO FIX ZERO) TIME OVER! YOU SHOULD BE ASHAMED OF YOURSELVES…. IM LIVING IN A HOME WITH MINUS 2! MY CARE HAS STOPPED DURING THE NIGHT WHEN I NEED IT THE MOST! I HAVE BEEN TREATED LIKE DIRT WHENEVER I HAVE MANAGED TO GET TO CHAT TO IGNORANT OPERATORS I GIVE UP!! MAKING PEOPLE SUICIDAL!!!!