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Frequently Asked Questions

Giving you easy access to the answers you need.

If the answer you're looking for isnt in the list below use our search function or select one of the categories at the bottom of the page.

Paying rent and service charges

Paying your rent and service charge is simple and flexible. We have three easy ways for you to pay your rent so you can choose a solution that works for you.

Direct Debit: Setting up a direct debit means your rent will be paid automatically on a regular basis so you don't have to worry about missing a payment. To set up a direct debit call 0113 386 1200

Credit/ Debit card: You can pay your rent with a credit or debit card and can even set up a recurring card payment. There are two easy ways to do this; on our website through MyAccount or by calling 0113 386 1200.

Payment card: You can pay your rent at Post Offices and local shops who are part of the PayPoint scheme with a Leeds Federated payment card. Call 0113 386 1200 to request a card. 

 You can choose to pay your rent at a frequency to suit you, this can be weekly, fortnightly or monthly. You can check your rent balance on My Account which gives you access to information about your tenancy 24/7.

Report a repair

You can report repairs and book appointments by calling 0113 386 1000;We aim to make non-emergency repairs within an average of 8 days. Depending on the nature of the repair required, some take longer.

General emergency repairs (e.g. severe water leak, loss of all power) will be made safe within 4 hours and repaired within 24 hours.
Emergency gas repairs (e.g. broken boiler, no hot water) will receive a repairs visit within 8 hours during Winter months from 1 October to 31 March. At other times, these will be classed as a non-emergency repair. 

A range of appointments are offered for customer convenience as below:

Morning - 8 a.m. to 12 p.m.
Avoid School Run- 10 a.m. to 2 p.m.
Afternoon- 12-5 p.m.
Evening Appointments- 5-8 p.m. (subject to availability)
Saturdays- from September until November, appointments are available on the 4th Saturday of the month ( trade dependent) 8 a.m.-12 p.m.  In December, on the 3rd Saturday of the month (trade dependent) 8 a.m.-12 p.m.

You must allow access within the pre-agreed appointment times, failure to do so may result in you being charged.

If you suspect a gas leak, call the National Gas Emergency Helpline on 0800 111 999 immediately.  

Rent a home

We have homes in Leeds, Wakefield, West and North Yorkshire. Our homes are allocated by the local councils in each area and there is a different application process for each council.
For Leeds properties, you need to register with Leeds Homes
For homes in Wakefield register with Homesearch
For homes in North Yorkshire including Selby you need to register with Harrogate Borough Council

Reporting Anti Social Behaviour (ASB)

If you are a Leeds Federated tenant, the easiest way to report ASB is online through My Account. You can also:                                                                                           
  • Call 0113 386 1200
  • email: hello@leedsfed.com
  • Write to us at Leeds Federated, The Tannery, 91 Kirkstall Road, Leeds, LS3 1HS (this address is for correspondence only)
You can also report ASB being caused by Leeds Federated tenants.

Moving in

If you bid for, or are nominated for a home, we will meet you and request references from your current or previous landlords as well as ensuring that the home is suitable for your needs. When the property is empty and any work has been completed, you will then be able to view it. Your Neighbourhood Officer will then guide you through the sign up process and can answer any questions you may have. 

Lost keys

If you lose your house keys you will be charged for replacing them, unless you have a crime reference number to show that they were stolen.


You are responsible for decorating your home. Depending on the condition of the property when you move in, you may be given some decorating vouchers to help with this.

You can choose your own colours and wallpaper, but please don't paint kitchen units, floors or plug sockets.


If you’re unhappy with the service you have received, please contact our Customer Service Team. Let us know what the problem is and how you would like it to be resolved and we can usually sort the problem out there and then. You can find a link to our Complaints Guide here. If you don’t feel we have dealt with the problem you can make a formal complaint:
  • Online via My Account
  • By email to hello@leedsfed.com
  • Directly to a member of staff
  • By telephone on 0113 386 1000
  • By letter - write to us at The Tannery, 91 Kirkstall Road, Leeds LS3 1HS (this address is for correspondence only)
  • Through an advocate or interpreter using any of the ways listed above

Condensation issues and mould

Everyday activities such as cooking, boiling a kettle or drying clothes can cause condensation to build up in your home.
Condensation is formed when warm moist air comes into contact with a cooler surface such as a wall or window. If condensation isn't dealt with, it can cause black mould to grow.

Ways to avoid condensation :
  • Use pan lids and turn your extractor fan on when cooking
  • Open the window when taking a shower or bath
  • Don’t place your furniture against the wall – leave some space for the air to flow
  • We don't recommend drying clothes indoors or on radiators, but if you have to open a window
Open windows during the day to allow air to circulate. You can read more about how to deal with condensation here.

For more information and resources about condensation and mould please see our 'how to deal with damp and mould' page.

Debt advice

If you are struggling to pay your rent or manage your bills, you can get support and advice from our friendly team.

We can give advice on benefit claims, or if you are in debt, help to arrange a repayment plan so that you can pay back the money at a rate you can afford.  Our team can also refer you for specialist debt advice if needed.

If you are a customer who would like advice on money matters, email hello@leedsfed.com or call 0113 386 1200

Other local organisations that can help you with money advice include Better Leeds, St Vincent's, Step Change and Citizen's Advice Bureau.


With every ASB case, confidentiality is important and we don’t disclose the information we receive during an investigation to the third parties involved. Sometimes we may need to share information with the Police or other enforcement agencies, but this is rare. 

You can report ASB anonymously although this will limit our ability to investigate it.     

How can I change or reset my password on ‘My Account’?

You can reset your password by following these simple steps:

  1. Click on the ‘Forgotten your password’ password reset link on the ‘My Account’ login page and enter either the email address or the mobile telephone number registered against your  account.

  2. Use the link to reset your password sent by email or SMS and then enter the new password details.

  3. On the ‘My Account’ login page you will now be able to access your account by entering their username (email address) and new password.

I cannot remember My User Name

Your username is the email address you used to register for My Account