Our staff have attempted to contact all customers affected by the recent disruption to the heating and hot water to your home.

We acknowledge that we haven’t been able to speak to everyone as you may have missed our call or the number we have on our files is no longer in use.

Due to the number of households affected by disruption to their heating and hot water supply over the last two weeks, our team has attempted to make over 1300 calls to customers. We have also sent SMS text messages to our customers with updates and included this information on our website and social media channels.

Our team are continuing to make calls today to customers affected by last week’s disruption, and are re-attempting to contact customers who we haven’t been able to speak to first time round.

All customers will be reimbursed with their heat charge payment for service disruption. This will be automatically credited to your account, so you don’t need to do anything.

In addition, we’re offering you vouchers for the inconvenience you have received, which you can redeem for cash or you can request for the amount to be credited to your rent account.

For customers affected by this week’s disruption to their heating and hot water supply, during our welfare calls we have asked customers if they would prefer a voucher or a credit on their rent account for the inconvenience they have received. Vouchers have been ordered and we will resume issuing voucher codes to you after the Christmas holiday period in the New Year.

How does the voucher work?

You will be given a voucher code, which is unique to your property, and you’ll be able to redeem the voucher for cash at ASDA on the Fossway in Byker. This is the only store that will accept these vouchers.

Thank you for your patience and understanding, and sincerely apologise for the inconvenience this disruption has caused.

If you are a private owner living on the estate and purchase your heating and hot water directly from YHN/Newcastle City Council, please contact them about compensation of your vouchers on 0191 278 7878.