...make a complaint?
Comments
We welcome comments from our customers on any of our services.
Please tell us if you think we could offer new services, or improve
existing ones
We aim to exceed our customers' expectations, so please let us
know if you are pleased with the services we provide!
Complaints
We recognise that we will not always get things right. When we
make mistakes, our aim is always to put them right straight away.
If we don't, and you are still dissatisfied, we will investigate
and provide you with an explanation.
What to do…
Letting us know
If you are unhappy with the service you have received, contact
our Customer Service Centre. We can usually sort the problem out
there and then.
You can contact the Customer Service Centre on 0113 386
1000
Making a formal complaint
If you are not satisfied with our response, you should contact
us and ask to make a formal complaint. The Complaints Administrator
will acknowledge your complaint and the Departmental Manager will
be asked to investigate.
You can register a complaint by completing
a contact us form or by writing to us at the
address below. We don't insist that you put it in writing; you can
also make a complaint over the phone or by
e-mail.
Asking for a review
If you are not satisfied with the Departmental Manager's
response, you may request that your complaint is reviewed by one of
Leeds Federated's Directors.
If you still disagree with the way we have dealt with your
complaint, you have the right to take your case to the Appeals
Panel. The panel is made up of tenant representatives, members of
the Board and a Director who has not previously been involved in
the case.
How will we respond?
Whatever stage your query is at, Leeds Federated will
contact you in writing within 2 working days to let you know how we
are handling your complaint. Within 10 working days, we will give
you a full written response. If we can't keep to this deadline, we
will always contact you in writing to let you know when we will
provide a full response.
Beyond Leeds Federated
Occasionally we are not able to resolve complaints within
our procedure. If you have followed our complaints process through
and you are not happy with the outcome of the Appeal, you may ask
the Independent Housing Ombudsman Service to investigate.
The Housing Ombudsman Service provides a completely independent
service. They will investigate complaints which we have not been
able to resolve to a customer's satisfaction through our formal
complaints procedure and decide what should be done. Leeds
Federated is obliged to implement their
decisions.
You can contact the Independent Housing Ombudsman Service
at:
Norman House
105-109
Strand
London
WC2R 0AA
Tel: 08457 125973 (local call rates apply)
Web:
www.ihos.org.uk
HOW TO GET IN TOUCH WITH US
You can get in touch with us by completing a
contact form or if you prefer to write us a
letter, phone us or contact us by
e-mail, we will act on that.
Please send your comments, complaints and compliments
to:
The Complaints Administrator
Leeds Federated
Housing Association Ltd
Arthington House
30 Westfield Road
LEEDS
LS3 1DE
You can phone us on: 0113 386 1000
You can e-mail us on:
homes@leedsfederated.com