Two people sat on a sofa. One is a woman looking at her ipad and next to her is a man looking at his phone.

The Regulator for Social Housing (RSH) asks all social landlords to collect and submit annual feedback from tenants/customers – these are called Tenant Satisfaction Measures (TSMs). The RSH uses this information to check that landlords are meeting the regulatory requirements and achieving expected standards. In November, the RSH published the annual TSM results from each social landlord which covered the period of April 2024 – March 2025. You can find out more about the process and see all the results here.

Our performance

The TSMs are split into five further themes: Tenant perception, building safety, anti-social behaviour, complaints, and the Decent Homes Standard and repairs. You can view our annual TSM results across all five topics here or find out how we’re doing in comparison with other social landlords (excluding local authorities) across each of the TSMs below.

Tenant perception measures

The  tenant perception measures capture customer views about how well we’re delivering services. MEL Research collects this information on our behalf via a quarterly telephone survey. They speak to 600 customers over the course of the year to hear their views on our services. As well as repairs and the condition of your home, tenant perception measures focus on how open we are with our customers and whether we treat them with fairness and respect. The measures also show whether we help customers access services effectively, raise complaints, influence decision making and hold us to account.

The results for the tenant perception measures show customer satisfaction at Leeds Federated as being in the top 50% across all social landlords.

Customer satisfaction with TP04 (how we maintain homes) and TP10 (how we upkeep communal areas) are in the top 25% of all social landlords.

We’re always looking for ways to improve our services.

Since submitting our TSM results we’ve:

  • Upgraded our phone system with call back features and improved option menus
  • Invited customers to update information about any needs and adjustments we need to make, allowing us to offer a more tailored service
  • Introduced our Communicating Together commitment, to lay out how we support customers and make sure everyone is treated with respect
  • Launched our new monthly Housing Hub to meet with customers face-to-face
  • Begun work exploring the development of a new Housing App to help customers track and manage their tenancies more easily. We hope to share more about this, and get further feedback from customers, later this year.
  • Following a review with colleagues and feedback from customers, we’ve refreshed how we describe our local way of working. What was previously known as our community-based approach is now our neighbourhood approach. This better reflects what matters most to customers, with a strong focus on place, local priorities and visible action that improves everyday experiences. While the language has changed, our commitment to place and community remains central, helping us better target improvements and strengthen outcomes reflected in our TSM scores.

Building safety measures

We carry out regular checks and assessments to help keep homes safe. The building safety measures show whether or not we’ve met the standard checks and highlight areas that we might need to focus on.

We achieved 100% compliance in three out of five safety measures (BS02-BS04). We scored slightly lower than our target for gas safety checks (BS01), completing 99.7% of checks and for lift servicing (BS05), completing 88.0% of safety checks.

Since submitting our TSM results we’ve:

  • Begun working to a new process and timescales to investigate and resolve damp and mould issues in line with Awaab’s law.
  • Trained colleagues on Awaab’s law and produced a comprehensive guide to help colleagues identify and report damp and mould.
  • Created a new inspection form for our surveyors to check for damp and mould, Housing Health and Safety Rating System (HHSRS) risk ratings and customer feedback. The form will help keep customers more informed about findings in their home survey.

Anti-social behaviour measures

Anti-social behaviour is any behaviour that causes nuisance, alarm or annoyance. The anti-social behaviour measures  show how many anti-social behaviour cases have been opened.

The anti-social behaviour measures include two questions which are about the number of anti-social behaviour and hate crime cases opened per 1000 homes. We recorded 30.3 anti-social behaviour cases per 1000 homes, which falls below the national median of 34.5. Cases that involved a hate incident were in the top quartile with 1.5 cases per 1000 homes recorded. These measures should be viewed along with TP12, which asks customers how satisfied they are with our handling of anti-social behaviour.

Since submitting our TSM results we’ve:

Complaints measures

The  complaints measures show how many complaints we’ve received at each stage of the complaint process. We use complaint feedback to help us learn and improve.

We scored in the upper 25% of landlords for the number of complaints received per 1000 homes. This is in part due to changes to our complaints policy and procedure which makes it easier for customers to raise complaints and for us to record the number of complaints. Complaint figures have increased nationally as a result of changes to the Ombudsman’s Complaint Handling Code and greater awareness about complaints.

Our response times to stage 1 complaints were above the national median, with 95.6% of stage 1 complaints responded to on time. Our responses to stage 2 complaints were slightly lower at 88.9% responded to on time.

Since submitting our TSM results we’ve:

  • Updated our “Putting Things Right” policy which covers clarity, transparency and a customer focused tone
  • Trained all operational managers on complaint handling
  • Conducted an annual self-assessment against the Housing Ombudsman’s Code of Conduct and published the learnings on our website
  • Launched a Learning Portal to allow us to track trends and share improvements across the organisation.

Decent homes measures and repairs standards

When customers tell us there’s a problem in their home our aim is to resolve this quickly and efficiently. The Decent Homes Standard and repairs measures show how well we understand the condition of our homes. They also indicate whether we are carrying out repairs within reasonable timescales.

The proportion of our homes not meeting the Decent Homes Standard was 0% compared with a median of 0.1% across all social landlords, putting us in the top performing landlords nationally for this measure.

We completed 98.3% of non-emergency repairs within timescales and 99.2% of emergency repairs within times, which puts us within the top 25% of all social landlords for both measures.

Since submitting our TSM results we’ve:

  • Added evening and weekend appointments to some of our day-to-day repairs schedules, giving customers more choice and flexibility
  • Begun the process of re-procuring our Repairs and Maintenance contract, with the help of our Customer Voices Panel and feedback from customers
  • Started increasing the number of visits we carry out after repairs have been completed to check the quality of the work carried out by contractors and to make sure the repairs meet our standards
  • Worked closely with our contractors to understand how many appointments are missed due to resource issues, and put processes in place to reduce and manage this.

The future

We’re committed to continuing to improve our services for our customers. As a customer, you can help us to improve by sharing your feedback with us. There are lots of ways to have your say:

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