Complaints, compliments and feedback - let us know

Tell us what you think about our service – we are always glad to hear from you.

If you want to tell us about something we have done well, if there's something you want to feedback about or if you would like to make a formal complaint, this page will tell you how.

Feedback

Use the feedback form to tell us your experience of Leeds City Council so that we know how we need to improve in the future.

Alternatively you can call us on 0113 222 4444 or email general.enquiries@leeds.gov.uk.

Compliments and complaints

Use the compliments and complaints form to:

  • give a compliment - tell us about something we have done well
  • make a formal complaint - if you have spoken to the service your problem relates to and are unhappy with their response then we can investigate further

Alternatively you can call us on 0113 222 4405 (Monday, Wednesday and Friday, 9am to 5pm) or email complaints@leeds.gov.uk.

Compliments, complaints and feedback for Children's Services and Adult Social Care

Specific information is available for providing compliments, making complaints and providing feedback about Children's Services and Adult Social Care.

Compliments, complaints and feedback about councillors

Please read the information provided on the Code of Conduct page.

If your enquiry is not a formal complaint, compliment or feedback

If you simply have an enquiry about one of our services you can find their contact details on relevant web pages. Alternatively you can email general.enquiries@leeds.gov.uk.

What happens next

When a complaint is made our aim is to acknowledge your complaint in three working days and provide you with a response within 15 working days (or as per policy for Housing related complaints). Further information can be found in our compliments and complaints policy.

If you remain dissatisfied after you have complained to us, we will give you information about the Ombudsman. The Ombudsman is an independent public body who can investigate how the council has handled your complaint.

You can find out more about Ombudsman services on the Local Government Ombudsman website and the Housing Ombudsman Service website.

Dealing with a complaint of fraud, theft or corruption by a member of staff

We are committed to being open and accountable for our staff. If you have serious concerns about a member of Leeds City Council’s staff or the misuse of council resources, please come forward and let us know. All concerns will be treated in the strictest of confidence.     

Please write to:     

Internal Audit
3rd Floor West
Civic Hall
Leeds
LS1 1GF

You can email us at:     

concerns@leeds.gov.uk     

        

You can call us on:     

0113 3788008     

        

Making a complaint about a councillor or member of parliament

Complaints about councillors or members of parliament are not covered under the council’s corporate complaints policy.     

For complaints about councillors please write to:     

Governance Services unit
4th Floor West
Civic Hall
Leeds
LS1 1UR

For complaints about councillors please email:     

councillorconduct@leeds.gov.uk     

        

For complaints about members of parliament please write to:     

Office of the Parliamentary Commissioner for Standards
House of Commons
London
SW1A 0AA

For complaints about members of parliament please email:     

standardscommissioner@parliament.uk     

        

For complaints about members of parliament please call:     

020 7219 1883

How quickly will you respond to my complaint

When dealing with complaints, it is our aim to resolve the complaint and leave you feeling that it was handled fairly and appropriately. We will aim to respond to your complaint within 15 working days.     

Complaints about either adult or children’s social care issues are dealt with under separate statutory timescales – please refer to our compliments and complaints policy for further details.     

After I have made a complaint

Leeds City Council has a 2 stage policy. However complaints about either adult or children’s social care issues are dealt with under separate statutory timescales – please refer to our compliments and complaints policy for further details.     

Stage 1

Stage 1 of a complaint is the first formal stage and our policy is to respond in full to you within fifteen working days of receipt of your complaint, wherever operationally possible.     

Stage 2

If you remain dissatisfied following our investigation at stage 1, you can ask for your complaint to be looked at again by a more senior officer. Our policy is to respond within the same timescales as stage 1.     

Next steps

There is no further right of appeal to the Council. Our response at stage 2 will contain the contact details for the Local Government Ombudsman’s office.     

The Housing Ombudsman Complaint Handling Code

The Housing Ombudsman has a Complaints Handling Code that sets out good practice for all social housing landlords, including Housing Leeds. The code helps us respond to complaints effectively and fairly.     

We publish the findings from our self-assessment in relation to the main themes in the code. If you would like a full copy, please email complaints@leeds.gov.uk or call 0113 222 4405.     

What a complaint is

Our complaints policy defines a complaint using the definition in the code, as an ‘expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.’ We won’t deal with complaints where there is a separate appeals process, as there is still a fair way for someone to express dissatisfaction.     

How to make a complaint

Complaints can be made by telephone, email, face to face and in writing or using this website. A copy of our complaints policy is available online or on request. Reasonable adjustments are made when investigating complaints, in line with our complaints policy. You can send us feedback about our services, and we actively promote contact information on all correspondence.     

Information on how to contact the Housing Ombudsman is available online on this page in the ‘What happens next’ section. This information is shared regularly through customer communication and as part of our acknowledgment at stage 1 of the complaints process.     

Complaints team and process

We have a two stage policy. When a complaint is first made, this is logged at stage 1 and given to an investigating officer.     

In stage 1 complaint responses, details are included of how complaints can be escalated.     

Where you are dissatisfied with investigation at stage 1, complaints are escalated to stage 2 of our policy. Stage 2 complaints are acknowledged in 5 working days and an investigation will be completed within 20 working days.     

At the conclusion of our second stage, you are provided with details of how complaints can be escalated to the Housing Ombudsman Service. Approximately three out of four complaints are resolved at the first stage.     

We have a central Customer Relations Team. They are responsible for complaints administration and making sure that complaints are allocated to appropriate named investigating officers and the customer is informed by way of an acknowledgement.     

Responding to your complaint

You will receive an acknowledgement of your complaint within 5 working days. This will confirm the target for completion, which is within 10 working days at stage 1, and 20 working days at stage 2.     

As part of the investigation, the investigating officer should attempt to speak to you about your complaint. This is our opportunity to understand the complaint in full, and what you would like us to do to resolve the complaint. The officer will have an open and honest discussion about the realistic remedies available.     

We issue monthly satisfaction surveys to customers who have had a complaint response in the preceding month. We use this information to identify service improvement opportunities and we share this with our teams.     

If for any reason the response to a complaint is going to be delayed at either stage, the Investigating Officer will discuss this with you and agree a response date.     

Complaint stages

Our 10 working day response timescale for complaints at stage 1 and 20 working day response timescale for stage 2 is set in our policy. Between April 2023 and October 2023, 87% of stage 1 complaints received a response in 10 working days or with an agreed extension. Over the same period, 91% of stage 2 complaints received a response in 20 working days or with an agreed extension.     

Our overall performance is improving, and we are prioritising the improvement of complaint handling in terms of timescales and quality so that we meet a higher proportion of timescales in the future.     

We resolved 75 per cent of housing complaints at the first stage of our policy and 86 per cent at stage 2.     

We accept and respond to complaints made through a representative at all stages. We are committed to giving clear and easy to understand responses and advice. There have been no cases where we have refused to escalate a complaint.     

Putting things right

Where someone has told us about a failure of service, we make every effort to put things right. Where an error has occurred, we apologise and work with the complainant to find a solution.     

Our ‘good will’ guidance has been reviewed in line with good practice as suggested by the Housing Ombudsman. This provides staff guidance around financial and non-financial redress, which helps ensure a fair and consistent approach. This is reviewed annually.     

Learning from complaints

Over the last 12 months we have:     

  • provided refresher training and extra guidance to staff
  • continued to share our monthly ‘hints, tips, and reminders’ for all staff
  • developed our damp and mould team to help with the early intervention and triage of cases
  • used customer satisfaction data to address dissatisfaction and put in place service improvements
  • reviewed and updated our complaint response templates to ensure that customers are receiving detailed responses to their complaints.

Improving our complaints handling

We regularly review feedback to see where we can improve our service. For example, sharing how we have learned from complaints as a whole, not just the original complainant or a small group of people.     



Use this form to give us your comments. Do not use it to give us personal information - please contact us if you need to get in touch.