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.
Help us to improve 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.
Let us know how we could do better. If you would like to help please email
housinginvolvement@leeds.gov.uk or call 0113 378 3330. You can also join our
Tenant Voice Panel to help us improve the services we give.
