During 2024/25, MEL Research collected feedback from over 600 Leeds Federated customers on our behalf as part of our Tenant Satisfaction Measures (TSMs) survey programme.

These conversations have been vital in helping us understand what matters most to customers, what priorities we should include in our 2025-30 Corporate Plan, and how we can continue improving our services.

We published our 2024/25 TSM results at the end of June. Housemark have since shared an indication of results their housing provider members. For 2024/25, our scores placed us in either the upper quartile or between the median and upper quartile for each TSM against the Housemark results. The Regulator for Social Housing is collating the results from all housing providers in the UK and these results will be available later in the year.

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 2024/25 and the changes we’ve made in response:

1. Anti-Social Behaviour (ASB)

What you told us:

• Concerns about drug use in local areas
• Requests for sensitive letting policies to prevent ASB
• A need for increased security and deterrents for crime
• Issues with parking blocking driveways and lack of permits

What we’ve done:

• In 2024/25, we strengthened our approach to tackling ASB through the introduction of a new Neighbourhood Management Policy, designed to sit alongside our ASB Policy. All Housing and Customer Service teams received comprehensive training on the tools and legal powers available to address ASB more effectively.
• We also rolled out a new Neighbourhood approach, grouping homes into specific Neighbourhoods. We consulted directly with customers in each area to understand local priorities. Where customers raised ASB concerns, our Neighbourhood Officers provided support and helped tackle the issues. They’re also continuing to take a proactive role, working in partnership with police, local authorities, and community organisations.
• To better support our customers, we expanded our ASB toolkit. This includes temporary security cameras, noise insulation mats, and practical home security measures aimed at reducing opportunities for crime. If you need support or want to find out more, please speak to your Neighbourhood Officer.

Learn more about how we tackle ASB and how you can report it

2. Communication and Customer Services

What you told us:

• It should be easier to contact us
• Emergency out of hours calls need to be answered quickly
• More opportunities for face-to-face contact
• Greater access to wardens and local officers
• Provide spaces such as community centres

What we’ve done:

• Our new Neighbourhood approach includes a variety of community engagement activities, such as door-knocking, local events, and surveys. Each Neighbourhood now has a tailored Neighbourhood Plan which outlines priorities and advertises when Neighbourhood Officers will be present in each area.
• We trialled drop-in sessions at community centres based on customer requests. However, attendance was low, so we’ve decided to explore alternatives. We’ll share more details on this through 2025/26.
• Neighbourhood Officers carry out regular estate inspections, giving customers a chance to meet with them and raise issues directly.

Visiting your Neighbourhood page on YourVoice to find out when your Neighbourhood Officer will be in your area.

3. Complaints Handling

What you told us:

• Complaints should be taken seriously
• Customers want more updates throughout the process

What we’ve done:

• We delivered updated complaints training to all operational leaders and overhauled our complaints policy with a focus on clarity, transparency, and a customer-friendly tone. The new Policy is called “Putting Things Right”.
• We conducted an annual self-assessment against the Housing Ombudsman’s Code of Conduct and published learnings on our website.
• We developed a new Learning Portal at the latter end of 2024/25 – this is being rolled out now. The Learning Portal combines insights from complaints, surveys, and other feedback into a single resource so we can better track our progress and share updates with customers. We’ll share more information on our website at end of 2025/26.

Find out more about our approach to complaints, our Putting Things Right Policy and our complaints self-assessment

4. Gardening and Estate Management

What you told us:

• Grounds maintenance standards could be improved
• Concerns about the quality of window cleaning

What we’ve done:

• We developed a clear Grounds Maintenance Service Standard as part of our wider review of service charges in this area. This helps ensure both consistency and transparency in how communal spaces are maintained.

Find out more about our service standard on our Community Spaces team page

5. Repairs and Maintenance

What you told us:

• Try to complete repairs as quickly as possible
• Ensure repairs are completed to a high standard
• Clean graffiti on buildings
• Contractors to call ahead to say they’re on their way
• Cyclical replacements to be carried out more frequently
• Offer more appointment slots for repairs

What we’ve done:

• During 2024/25, we worked with our contractors to make appointment slots available for some repairs during the evenings and weekends. If you need an evening or weekend slot please ask a member of our Customer Experience team when you log your repair.
• We’ve also worked closely with our main contractors to understand how many customer appointments were missed due to resource issues. As part of this review, we’ve asked contractors to get in touch with customers by telephone in good time and in advance of appointments so they can give reasonable notice if appointments have to be replanned.
• We’ve started to increase the number of visits we carry out after repairs have been completed. We call these visits post-inspections and we use them to check the quality of work carried out by our contractors and to make sure the repairs meet our standards. We also use the post-inspections to measure the performance of our contractors.
• We’ve created a new inspection form for our surveyors to complete. The new form includes damp and mould checks, Housing Health and Safety Rating System (HHSRS) risk ratings, and customer feedback. The form will keep customers more informed about findings from their home surveys, as well as any follow-up work that might be needed. The new process also helps us meet the requirements of Awaab’s Law.

Thank you for your feedback!

Thank you to everyone who shared their feedback with us. These changes are just the beginning, and your input continues to shape the way we work. We remain committed to transparency, continuous improvement, and putting customers at the heart of everything we do.

Find out how to get more involved in our work or share further suggestions