During 2025/26, MEL Research collected feedback from over 600 Leeds Federated customers on our behalf as part of our Tenant Satisfaction Measures (TSMs) survey programme.

Listening to your views and acting on your feedback is key to helping us improve our services and neighbourhoods. We’ve spent the past year collecting your feedback and taking direct action to make things better where you live.

Our results are positive, but we’re committed to improving our services based on what you’ve told us. From tackling anti-social behaviour to improving communication, repairs, and estate services, we’re taking clear steps to act on your feedback. Here’s a summary of the key themes we heard during 2025/26 and the changes we’ve made in response:

1. Improving overall satisfaction and customer contact

What you told us:

• A repairs and housing app for self-service
• Shorter hold times and making it easier to get in touch with us
• More opportunities for face-to-face engagement with staff
• Actively listening to customers and making sure that their needs are met

What we’ve done:

Upgraded phone systems: We introduced new call-back features and improved phone options to reduce wait times and ease contact. We’ll be introducing further improvements over the coming year.

Tailored support: We invited customers to update their tailored needs and adjustments so we can adapt our service to suit individual circumstances.

Communicating together commitment: We published our commitment outlining clear standards for how we support customers and ensure everyone is treated with respect.

Monthly Housing Hubs: We launched face-to-face drop-in sessions allowing customers to speak directly with our staff in a central city centre location.

Digital improvements: We began development on a new Housing App to give you easier control over managing your tenancy online. This work will continue through the year.

2. Enhancing building safety

What you told us:

• Combat recurring instances of damp and mould
• Help with homes that are damp and hard to heat

What we’ve done:

• Adopted Awaab’s Law processes: Implemented new procedures and strict timescales to investigate and resolve damp and mould issues promptly.
• Staff training & clear guidance: Trained our teams on identifying damp and mould risks early.
• Upgraded inspection forms: Introduced new surveyor inspection forms incorporating damp and mould checks and Housing Health and Safety Rating System (HHSRS) risk ratings, keeping residents fully informed of survey findings.

3. Addressing Anti-Social Behaviour (ASB) and community safety

What you told us:

• Dealing more effectively with noise complaints and other anti-social behaviour
• More support for customers experiencing ASB in their homes
• Work to tackle ASB and fly-tipping in neighbourhoods

What we’ve done:

• Refreshed ASB policies and tools: Introduced a new Neighbourhood Management Policy, trained operational teams on legal powers, and launched a dedicated ASB Hub.
• Added monitoring equipment: Invested in anti-social behaviour prevention tools, including temporary CCTV and noise mats for flats.
• Stronger community partnerships: Worked closely with local police and community groups to address safety concerns collaboratively.

4. Strengthening complaint handling and learning

What you told us:

• Make sure complaints are easy to raise
• Use clear and easy to understand language
• Ensure colleagues are always polite and empathetic when handling complaints

What we’ve done:

• Updated our ‘Putting Things Right’ policy: Simplified our policy to ensure clarity, transparency, and a customer-focused tone.
• Manager training: Trained all operational managers on effective complaint handling aligned with the Housing Ombudsman’s Complaint Handling Code.
• Internal Learning Portal: Launched a dedicated internal platform to track complaint trends, learn from mistakes, and share improvements organisation-wide.

5. Maintaining repairs quality and home standards

What you told us:

• More Saturday appointments
• Evening appointments and contact opportunities
• Find ways to minimise repeat call-outs for recurring repair issues

What we’ve done:

• Flexible repairs appointments: Added evening and weekend slots for day-to-day repairs schedules.
• Contractor oversight: Increased post-repair quality checks to ensure work meets our standards and worked with contractors to minimise missed appointments.
• Re-procurement involvement: Consulted customers and involved our Customer Voices Panel in the re-procurement process for our upcoming Repairs and Maintenance contracts. We’ll be continuing this work over the coming year.
• Extended contact centre hours: We trialled extended opening hours. We’ll be reviewing how this went and sharing an update with customers.

6. Investing in your neighbourhoods and placeshaping

What you told us:

• Greater neighbourhood presence and more ‘feet on the ground’
• More amenities for young people to take advantage of
• More engagement activities for older customers
• More access to green spaces

What we’ve done:

• Greenside Walk Community Garden: Partnered with Hyde Park Source and residents to co-design a new community garden aimed at tackling ASB, increasing biodiversity, and improving green space.
• Youth activities and play facilities: Invested in youth provision in Hunslet and Belle Isle, and partnered with BITMO to upgrade lighting, seating, and play equipment at the West Grange Road MUGA pitch.
• North Yorkshire HELP project: Supported HADCA’s volunteer handyman and befriending service for over 300 older and vulnerable residents in Harrogate, Ripon, and Knaresborough.
• Environmental and estate improvements: Funded local projects including a new gardening group at Spofforth Park in Wetherby, front garden renewals at Woodville Square, community clean-up events, and new estate signage and planting.
• Dolly Parton Imagination Library: Joined local housing partners to fund free monthly books for children aged 0–5 in East Leeds to support early reading. So far, the scheme has benefitted 16 families who are Leeds Federated customers. Over the next year we’ll continue to support the scheme, extending coverage to parts of north Leeds too.

Looking ahead

We aren’t stopping here. Since April 2026, we’ve partnered with a new TSM provider, Acuity Research and Practice, whose geospatial mapping tools will allow us to break down survey results by individual neighbourhood. This will ensure your feedback directly shapes local action plans where you live.

Your input continues to shape the way we work, and we remain committed to transparency and continuous improvement. If you do get a call from Acuity, please consider taking part in the survey – your feedback makes all the difference.