No matter how you contact us, we aim to give you great service. We believe in being open, honest, trustworthy, and working together with the people of Leeds.
What you can expect from us
We will:
- be polite, helpful, and treat you with respect
- let you know about any support that might help you
- explain what will happen next and when
- tell you how to contact us if you have questions
- keep a note of any communication needs you have and try to meet them
- speak to your advocate if you have one
Phone
Our staff are trained to:
- treat you as an individual
- understand your point of view
- be clear about what we’re doing and how long it will take
- be honest about what we can and can’t do
- thank you for getting in touch
- take responsibility and try to solve your issue
We aim to answer calls within 5 minutes. If the wait is longer, you can choose to get a link to our online services or request a callback.
If you call a Housing office and no one is available, you can leave a voicemail. The message will tell you who to contact in an emergency.
Online
You can use our Tenant Portal to:
- book non-urgent repairs
- see recent repair history
- check your account and download statements
- view tenancy details
- request things like keeping a pet or making changes to your home
We share important updates across our social media accounts.
These pages explain how we protect your privacy and when we’re available to respond.
Text and email
We send:
- texts to confirm repair appointments, promote services, or share useful information
- emails about services, updates about your home, or to ask for feedback
Letters
All letters we send to you:
- are clear and easy to understand
- use a standard format with the Leeds City Council logo
- include a phone number and email so you have a contact for any follow up enquiries
In-person
You can visit us at community hubs across Leeds. Please check which days and times you can get support before you travel.
If you meet us in-person, our staff will always:
- be friendly, respectful, and introduce themselves with Photo ID
- keep your information private
- try to solve your issue right away. If not, they’ll tell you who can help
Home visits are usually by appointment. Our contractors must follow a code of conduct for good customer service.
More information
Contact us by phone on 0800 188 4000 or email housingenquiries@leeds.gov.uk.
Alternatively find out where to visit your local housing team in person. If you have any other communication needs or need help understanding anything.
If something goes wrong, tell us, so we can put it right. You can make a complaint about our service by phone, email, in person or online. Find out more about how to give feedback, make a compliment or complaint.
You can find more details about how we communicate and work with customers in our communications and engagement policy.