We’ve had a busy year connecting with customers in lots of different ways. Whether online or out in communities, the focus has been the same: listening, learning, and working together to improve services, strengthen our neighbourhoods and help people make a home.

The work of the Customer Voices Panel

The Customer Voices Panel has helped shape our services and make sure customer views are heard. Highlights from their monthly meetings include:

Influencing the new Corporate Plan – Panel members discussed priorities for the Corporate Plan from a customer perspective, helping shape goals for the next five years.

Service performance feedback – Repairs and housing management performance is reviewed every quarter. In September, the panel dedicated a full meeting to repairs and building safety, The Panel shared their views on developing a new Housing App to help residents track repair appointments more easily.

Good neighbourhood management – Changes to dealing with anti-social behaviour and challenging behaviour were discussed and debated. The Panel contributed to a new webpage and leaflet about communicating together   

Service charge changes – The Panel had a full session on the new April 2025 charges, raising concerns about customer impact and learning about the hardship fund and dispute process.

Improving engagement – They suggested a clearer annual timetable and reviewed the Customer Engagement and Influence Policy to make involvement easier.

Championing customer voices – Panel representatives attended Customer Experience Committee meetings in February, May, and August and shared the views of the Panel.

We’re now preparing for 2026 by refreshing our ways of working and planning to welcome new panel members. If you’d like to have your say and help shape the services we deliver, take a look at the Customer Voices Panel page on Your Voice. 

Time to Talk

Our monthly Time to Talk sessions has been a great way for customers to share their views on how we can improve our services, as well as hear updates from our Leadership team, all from the comfort of their homes.

We’ve covered a range of topics from building safety, damp and mould, developing our new website and service charges. Head to the Time to Talk page on Your Voice to catch up on our past sessions, suggest topics for future ones or book your place at our next one!

Engaging with customers in our communities

Our Neighbourhood Officers, Customer Engagement team and Housing teams have spent the year out and about running community activities, from neighbourhood clean-ups to craft sessions, planting events and attending local festivals. Here’s some of the highlights:

Community clean-ups

Last year, we developed Neighbourhood Plans with customers to gather their feedback on what could be improved in their local areas.

Many customers told us in their Neighbourhood Plan surveys that they’d noticed an increase in rubbish around their neighbourhoods. In response, we’ve been busy organising clean-up events with local partners and customers to tidy local areas.

Arthingtons

In May 2025, we joined Litter Free Leeds and Getting Clean for a neighbourhood litter pick in Arthingtons. There was food, games (including “Name the Bear” and a lucky dip), and plenty of conversation about everything from repairs to anti-social behaviour.

In October 2025, we carried out a community walkabout and provided two large skips, which filled up quickly! It was fantastic to see customers making good use of them, and the improvement to the area was clear.

Belle Isle community clean-up

We had a fantastic turnout for the clean-up day in September, run in partnership with Places for People and BITMO (Belle Isle Tenant Management Organisation.) More than 40 volunteers came along, including residents and customers, colleagues, contractors, and local councillors.

Despite a soggy start, the sun eventually came out, and together we filled three skips and got the area looking great again.

Flower and tree planting

Back in February, Neighbourhood Officer Sharon coordinated a community event in collaboration with Leeds City Council and Fruit Works, where we rolled up our sleeves and got our hands dirty planting fruit trees in Woodville Square to create a more vibrant and welcoming outdoor space for customers and the local community!

Over the summer, Neighbourhood Officers hosted hanging baskets and flower-arranging workshops in Jarvis Square and Hastings. The events brought residents together to plant flowers and create colourful baskets to enjoy throughout the season.

The residents shared feedback on how they enjoyed seeing colleagues in their neighbourhoods and would appreciate more of a presence.

Festivals and galas galore

Belle Isle Gala

In July, we had a fantastic day at the Belle Isle Gala, and loved seeing so many customers who popped by to see us at our stand.

Pudsey fun day

We also joined the Pudsey Funday in July, alongside Breeze, ASDA, Leeds City Council and local partners. It was a great day of activities and our team were there to chat with customers, offer advice on repairs and housing support, and listen to neighbourhood concerns. Customers fed back on concerns around anti-social behaviour.

The Housing Hub

This year, in response to customer feedback we were excited to launch The Housing Hub! The hub is a new drop-in space where customers can talk to teams across the organisation about housing support, income advice and how to get involved. You can also book an appointment.

Our first two events have been a huge success, and we’re looking forward to seeing more of you at our Hub in the new year. Don’t forget, the Hub takes place every last Friday of the month at Age UK Leeds!

What’s next?

There’s plenty more to come next year! We’re planning more events, including those supported by our Community Grants Fund, and we’re building a full calendar of neighbourhood activities with our Housing teams!

If you’d like something to happen in your local area or want to find out more ways you can get involved, get in touch with our team at customer.engagement@lfha.co.uk