Last year, we launched the Flash Feedback page on Your Voice. We created this page so that Leeds Federated colleagues could find out more about what customers think on a variety of housing-related topics, such as anti-social behaviour and opportunities in neighbourhoods, through short survey questions.

Since the launch, we’ve listened to your views and acted on your feedback to shape our services. Here are some of the questions we’ve asked throughout the year and what we did next.

Our email style

For our first Flash Feedback question, we asked what email introductions you prefer and whether we need to change our style. The results showed that you prefer more casual introductions or the introduction to be led by the nature of the email.
We’ve recently updated our customer data system, which allows colleagues to have more control over the salutations on emails and letters we send out. We’ve already rolled out the new approach across letters and emails from the Income team and will be implementing this across other team letters over the next few months.

Social media channels

In our next question, we wanted to know which social media channels you use most so that we can make sure we’re reaching you. You told us that Facebook and WhatsApp were your top choices. We already share daily updates, news and useful information on our Facebook page. While WhatsApp isn’t currently one of the ways you can contact us, your feedback is helping us explore more convenient options, including the development of an app.

Monthly e news

We asked what you’d like to read about in our monthly e news. Some of you told us you’d love to see more shared ownership opportunities. We listened and now include updates on new developments whenever homes become available.

You also said you’d like to know more about how we tackle anti-social behaviour. In response, we’ve shared news stories about our new approach and the positive difference it’s making.

Opportunities in neighbourhoods and communities

We wanted to hear your ideas about what you’d like to see in your neighbourhoods and communities. You told us you’d love more youth clubs and craft classes. While plans for permanent youth clubs are still taking shape, we wanted to offer something in the meantime. So, we teamed up with other housing associations and activity providers across Leeds to give children a varied programme of activities to enjoy during the summer holidays.

In May and June, we held two Common Ground events in Meanwood and Belle Isle. The events included a DJ, crafts, painting, giant games, basketball, and more. Both events had a fantastic turnout, and young people shared more about what they’d like to see in their neighbourhoods.

We also joined the Meanwood Olympics and ran basketball and roller-skating sessions on the local court. Following the feedback we received, we’re now planning more events for next year, so stay tuned and get involved!

Celebrating good neighbours

We asked what makes your neighbour a good neighbour, and your responses highlighted just how much small acts of kindness matter. Whether it was helping with bins, feeding pets during holidays, or simply being there when needed, your stories showed the value of looking out for one another.

While this question didn’t lead to a direct service change, it helped us celebrate the positive things happening in our neighbourhoods.

Online services

Our latest question is still live! We’d like to know how confident you feel using online services, such as websites, apps, online forms, shopping, or healthcare services. Your responses let us know where we can provide additional support, guidance, or improvements. Your feedback is important in helping us understand what support our customers need.