Other FAQs

Other info you might want to know.

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Communication service standards

When you get in touch with us you can expect the following:

1. We will listen to you and be helpful, respectful and polite.

2. We will try to deal with your query straight away. If we can't, we will keep you informed while we're working on it.

3. If we say we will do something, we will make sure it gets done.

4. If we can't do something we will explain why.

5. We will communicate with you in the way that suits you best.

Complaints

If you’re unhappy with the service you have received, please contact our Customer Service Team. Let us know what the problem is and how you would like it to be resolved and we can usually sort the problem out there and then. You can find a link to our Complaints Guide here.  If you don’t feel we have dealt with the problem you can make a formal complaint:
  • Online via My Account
  • By email to hello@leedsfed.com
  • Directly to a member of staff
  • By telephone on 0113 386 1000
  • By letter - write to us at 15th Floor, Pinnacle, 67 Albion St, Leeds LS1 5AA
  • Through an advocate or interpreter using any of the ways listed above


Complaints process

How do we deal with complaints?
 
We will get in touch with you within 5 days of receiving your complaint and agree a timeframe for replying to your complaint and when you can expect an answer.
Depending on how complicated your complaint is, you will usually receive an answer within 10 days of us receiving the complaint. We will always reply within 20 days of getting your complaint.
We will also agree how you would like us to respond and what a successful outcome would be for you.
 
Once we have logged your complaint, we will give you a reference number, contact details for the person who will deal with your complaint and when you can expect to hear back from us.
You will get a formal answer to your complaint either via email or a letter, as well as the method we have agreed with you. This answer will confirm the outcome of our investigation, how we have reacted to your complaint and what changes, if any, we have made to our business practices as a result of learning from your complaint.
 
What happens if you are not happy with how we have dealt with your complaint?
 
If you are still unsatisfied, the complaint will be escalated to a senior staff member who will review the complaint and how it has been dealt with so far. They will ask you why you are unhappy with how we have answered your complaint and will agree a further date for when you can expect an answer from them. This will usually be within 20 working days of your appeal, but may take up to 30 days.
 
Taking it further
We aim to sort out your complaint quickly, but if you’re unhappy with the final decision made you can take your complaint to a ‘designated person’ such as a local councillor or your MP.
They can try to resolve it for you or may decide to refer it to the Housing Ombudsman. The Housing Ombudsman is an independent service which deals with disputes between tenants and landlords.
For more information call 0300 111 3000 or go to
www.housingombudsman.org.uk
 
When we get a complaint we will:
 
Take your complaint seriously
Investigate it thoroughly
Be honest and fair in responding to it
Keep you informed of progress
Do our best to put any mistakes we have made right
Learn from any mistakes we have made
 
Leeds Federated have the right to decline dealing with a matter through the complaints process where there is a valid reason to do so.
This may include:
•            Matters that have already been considered under the complaints policy
•            “Vexatious”/persistent complaints
•            Matters where legal proceedings have been started
•            Where the issue that the complaint relates to occurred more than 6 months in the past
             
Get in touch
If you want to make a complaint you can:
Go to www.leedsfed.com
Email hello@leedsfed.com
Call us on 0113 386 1000
Write to us
Talk to a member of staff
Contact us via Facebook or Twitter
 

Complaints Service Standards

We aim to deliver an excellent service, but if you are unhappy with it and complain you can expect us to work to the following standards.
  • We will take your complaint seriously and investigate it fully
  • We will be honest and fair in responding to your complaint
  • We will keep you informed of progress in investigating your complaint
  • If we have made a mistake, we will do our best to put it right
  • We will make sure we learn from any mistakes made
You can see our self-assessment against the Housing Ombudsman's Complaint Handling Code here

Fire testing Service Standards

Leeds Federated manages fire and emergency light testing in communal areas and aims to visit  each scheme every week. When one of our team carries out a fire test visit they will make the checks listed and work to the following service standards:

• Make visual check at each site to ensure a safe working environment
• They will carry identification at all times
• Work within Health and Safety guidelines and safe working practices including wearing correct Personal Protective Equipment for all tasks
• Sound test to the fire alarm system within the timescales stated in your communal area
• A visual weekly test of emergency lighting. A manual switch test is also carried out on a monthly basis
• Smoke vent test if applicable
• A smoke alarm test if applicable
• Check and report on any defective fire doors
• Check all emergency and fire exit routes to ensure they are not obstructed
• Report all housekeeping issues to the Neighbourhood Officer, this includes all resident belongings that are stored in hallways, landings and under stairwells
• Removal and correct disposal of any junk mail along with any other internal litter
• Work with tenants in discouraging storage of tenant belongings in communal areas
• Complete an electronic record of attendance

If you feel the above standards have not been delivered or you have any comments on our service please contact our Soft Services Manager  or call Customer Services on 0113 386 1000.



Your information - how we use it

If you are a Leeds Federated customer we process and hold your information in order to provide services to you.

Leeds Federated Housing Association is registered as a data controller under the EU Regulation 2016/679 General Data Protection Regulation (‘GDPR’) and the Data Protection Act 2018 (‘DPA’) as we are responsible for deciding how we hold and use personal information about you.

We understand the importance of keeping your information safe and have put together a guide to let you know:
  • What personal information we collect and store
  • How and why we collect personal information about you
  • How we use and share your information
  • How we protect your information
  • Your rights to access your information
You can download the guide 'Keeping your information safe' here.

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