Thank you for helping us improve our services in 2025

Thank you to everyone who shared feedback with us in 2025 – whether through surveys, focus groups, telephone interviews or attending meetings.

Your input has helped us create new policies and ways of working more focussed on you, your home and your day-to-day experience of our service.

We have a fantastic 400 residents on our Tenant Voice Panel (open to tenants, leaseholders and other residents too) who are happy to be contacted to take part in our consultations.

30,616 people have visited our Housing Leeds Feedback website, making 5,023 contributions with over 2,000 residents now subscribing to our news feed for regular updates.

Here’s some examples of what your feedback has helped us achieve:

• New Customer Service Standards - so no matter how you contact us, you know the levels of service you can expect.

• Improved website content - our Tenant Voice Panel members user testing our repairs pages giving clearer information about how to order a repair or follow up on an existing repair.

• Improved learning from complaints - following recommendations from the Tenant Scrutiny Board, we’ve created a learning from complaints web page and more regular training for staff involved in responding to complaints.

• A new Contractors Code of Conduct - that reflects better what matters most to you. We’ve made this publicly available so you can hold us to account if we fall short.

• Better support for tenants in arrears - our letters are now clearer and more tenant friendly.

• A new Adaptations Policy - introducing ‘post-installation’ questionnaires, improved quality checks on finished work and improved communication with essential contact details.

• A clearer and more consistent approach for how we deal with your requests to make alterations to your home.

• A new Anti-Social Behaviour Policy - with clearer points of contact for people reporting ASB to us.

It’s great to see that as a result your satisfaction with our service is slowly improving. But we know there’s more to do, and we’re committed to listening and responding to you in 2026 and beyond.

Thank you again for giving us your views. Wishing you a happy festive season and looking forward to working with you in the year ahead.

Housing Leeds