Concierge service myth buster March 2019

let’s talk about concierge

Concierge: busting the myths MYTH vs REALITY

Myth: YHN is removing the concierge service

Reality: This is not true, we are making changes only to improve the service we deliver. As part of the review, customers were asked to tell us what improvements they would like to see.

Reality: All of the cameras work, we have a system in place which tells us if a camera loses connection for any reason.

Myth: CCTV cameras don’t work, and no one monitors them

The cameras are always on rotation within our enquiry centre, they are always recording and are reactively monitored.

Myth: Concierge takes ages to answer the intercom

Reality: The intercom system is not answered by the staff in the concierge service. Rather, it goes directly to our enquiry centre at our head office in South Gosforth. The enquiry centre is going through a review at the minute, which takes into account customer feedback from this consultation. Please remember if you are ringing about an emergency, you should first dial 999 and ask for the relevant service.

Myth: It’s tenants’ responsibility to Putting yourself at risk is NOT something YHN would expect you challenge perpetrators to do. All we ask is that customers living in the block ensure the door and tailgaters closes behind them properly when entering or leaving the building.

We also ask customers to never let anyone in the block unless they are known to them. If you find yourself in a situation where this is not possible or puts you at risk, then please dial 999 for emergencies and 101 for non-emergencies.

If you suspect you have salespeople or a cold caller in your block, then please report this to staff on-site or tell the enquiry centre via your intercom.

Reality:

Myth: You don’t have to call 999 when your smoke alarm goes off or if there is a fire, YHN do it for you

Reality: Whilst properties have an intercom system and a concierge service this is not there to be relied upon in an emergency situation. Dial 999 and, if in doubt, get out.

Reality: One of the reasons for the change to the service is to make it easier to be able to assist more with low level anti-social behaviour. The police should always be called for high level ASB and criminal activity.

Myth: Concierge never clean the windows

Myth: Anti–social behaviour is getting worse, but the concierge are doing fewer hours

Reality: Concierge service staff can clean communal internal windows and very low-level external windows (as long as they don’t need to work at height). They do not clean the windows of individual properties.

Reality:

Myth: Concierge should be dealing with fly tipping

Fly tipping is something that is everyone’s responsibility to report to Newcastle City Council on 0191 278 7878 so that they can get it removed. Within the new service, we will have a number of mobile caretakers whose role will be to deal with low-level environmental issues i.e. keeping the communal gardens clean and tidy, but fly tipping still needs to be reported to the council.

Myth: It is up to Concierge to report and deal with serious crime within blocks

Reality: This is not true; concierge staff have no more powers than you do and YHN would not put their staff at risk. If you ever come across any sort of crime, then please dial 999.

Reality: This is not true and that won’t be changing with the new service the new caretakers will not be holding spare keys in the future.

Myth: YHN keep spare keys in case I lose mine

If you feel this is something that you struggle with due to health reasons, then you could contact our Ostara service on 0191 278 8600 who may be able to support you.