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Improving how we deal with complaints and the outcome

19 Mar 2024

At Leeds Federated we want to make sure we learn and improve services following complaints as well as put right any problems. We also want to make this process as easy as possible for you and not further add to any stresses or difficulties. Of those customers who have made a complaint in the last twelve months only 45% were satisfied with our approach to complaint handling, and we want to improve this.  

Over the past few years, how landlords deal with complaints has come to the fore with the introduction of new powers for the Housing Ombudsman as well as social media commentators and campaigners like Kwajo Tweneboa highlighting poor living conditions.  

In January we introduced new roles-Complaints Co-ordinator Beth Metcalfe and Customer Resolution Manager Leigh Dunbar, and we are also making changes to how we deal with complaints to make sure that if you have cause to make a complaint you are kept informed of what is happening and any problems are resolved quickly. 

To help us make this process the best it can be we would like to invite customers to an online webinar and discussion group to discuss complaints and how we deal with them. 

Join us for the Complaints Webinar!

There are two dates to tell us what you think:

Monday 22 April at 12.30pm Tuesday 23 April at 6pm 

The purpose of the webinars will be to: 

  • Find out about your experiences of making a complaint both positive or negative and how we can learn from your experiences  

  • Introduce the new team 

  • Explain our ideas for the new complaints process 

  • Describe the difference between a complaint and a service request 

  • Share how we are changing the culture to welcome complaints and learn from them 

We won’t be able to discuss individual complaints in the webinar, if you have any queries about a complaint, you have already made, please contact Beth Metcalfe Complaints Co-ordinator, Tel 0113 386 1144 or email beth.metcalfe@lfha.co.uk. 

Sign up here via our Google Form