New ‘Service Standards’ and ‘Our performance’ webpages

A few months ago, we asked for your views on how we communicate our service standards and share information about our performance. We wanted to make sure the information we shared focused on what matters most to you.

Thank you to everyone who took part. Here's what you told us and what we've done as a result.

What you told us:

• You wanted clearer information about the standards of service you can expect from us, especially when it comes to repairs.
• You wanted us to explain:
  • What you can expect from us when you contact us about your service request.
  • How you can get in touch with us.
  • How long things should take.
  • How to make a complaint if you're unhappy with the service you receive.
• You also felt it was important for us to explain what you can do to help us meet these service standards.
• Views were mixed on how well we currently share information about our performance. Many of you told us you'd like to see more information online, including on our website and in email updates.
• Around a quarter of you said you'd be interested in helping us improve how we share performance information in the future.

What we've done with your feedback:

• We've launched new 'Service Standards' webpage which sets out the level of service you can expect from us, this brings all our service standards together in one place, making them easier to find, understand and use.
• Launched a new ‘Our Performance’ webpage, where you can see how we're performing against these standards. This gives you more information in addition to the Tenant Satisfaction Measures we already share.
• Over the coming months, we'll be in touch with those who expressed an interest in this topic to get your feedback on these two new pages and what they include to make sure they're as useful, relevant and tenant friendly as possible.

Thank you to everyone who took part in the consultation. If you have any comments or suggestions about our Service Standards or Performance webpages, please contact us at housinginvolvement@leeds.gov.uk. Your feedback will help us make sure the information we provide is clear, useful and relevant to you.