The Regulator of Social Housing sets the standards for how we manage your home, support you with your tenancy and respond to your service requests.
This is to ensure that we:
Find out more about the Regulator of Social Housing on GOV.UK.
We must comply with Regulator of Social Housing’s four consumer standards. The:
Find more information about the Regulator's Consumer Standards on GOV.UK.
Along with other landlords of social housing from April 2023 we started to collect performance information against 22 national Tenant Satisfaction Measures (TSMs). We then report our performance each year to the Regulator and share this information with tenants.
10 of the measures are calculated from our performance information and 12 are collected via a tenant satisfaction survey.
The surveys may be sent to you as a link in an email or you may receive a phone call from an independent company undertaking the surveys on our behalf. We share with residents when our surveys are happening, and the results in our bulletins and on our website.
You can read a summary of our approach describing how we collect tenant satisfaction information.
You can also view a full copy of the complete tenant satisfaction measures questionnaire. This includes how we introduce the survey if you receive a phone call or email asking you to take part.
| 2023/24 | 2024/25 | |
|---|---|---|
| Stage 1 complaints received | 2,175 (41.1 per 1,000 homes) | 1,806 (34.4 per 1,000 homes) |
| Stage 2 complaints received | 549 (10.4 per 1,000 homes) | 457 (8.7 per 1,000 homes) |
| Stage 1 complaints responded within timescales | 88.0% | 94.7% |
| Stage 2 complaints responded within timescales | 87.6% | 88.8% |
| 2023/24 | 2024/25 | |
|---|---|---|
| Antisocial behaviour cases | 886 (16.7 per 1,000 homes) | 3,035 (57.7 per 1,000 homes) |
| Antisocial behaviour cases that involve hate incidents | 53 (1 per 1,000 homes) | 83 (1.6 per 1,000 homes) |
| 2023/24 | 2024/25 | |
|---|---|---|
| Homes not meeting Decent Homes Standard | 3.3% | 3.8% |
| Non-emergency repairs completed within timescales | 82.3% | 93.1% |
| Emergency repairs completed within timescales | 93.7% | 94.8% |
| 2023/24 | 2024/25 | |
|---|---|---|
| Gas safety checks | 99.4% | 99.8% |
| Fire risk assessments | 100% | 100% |
| Asbestos surveys | 100% | 99.4% |
| Water checks | 100% | 99.9% |
| Lift safety checks | 100% | 98.7% |
Your satisfaction:
| With our overall service | |
|---|---|
| Percentage | |
| 2022/23 (full year) | 60% |
| 2023/24 (full year) | 66% |
| 2024/25 (full year) | 66% |
| 2025/26 (first quarter) | 70% |
| 2025/26 (second quarter) | 70% |
Your satisfaction:
| With the repair in the last 12 months | |
|---|---|
| Percentage | |
| 2022/23 | 66% |
| 2023/24 | 70% |
| 2024/25 (full year) | 70% |
| 2025/26 (first quarter) | 74% |
| 2025/26 (second quarter) | 75% |
| With the time taken to complete your most recent repair | |
|---|---|
| Percentage | |
| 2022/23 | 61% |
| 2023/24 | 67% |
| 2024/25 (full year) | 69% |
| 2025/26 (first quarter) | 77% |
| 2025/26 (second quarter) | 77% |
| That we provide a home that is well maintained | |
|---|---|
| Percentage | |
| 2022/23 | 61% |
| 2023/24 | 68% |
| 2024/25 (full year) | 67% |
| 2025/26 (first quarter) | 69% |
| 2025/26 (second quarter) | 70% |
| That we provide a home that is safe | |
|---|---|
| Percentage | |
| 2022/23 | 61% |
| 2023/24 | 74% |
| 2024/25 (full year) | 72% |
| 2025/26 (first quarter) | 76% |
| 2025/26 (second quarter) | 76% |
Your satisfaction:
| That we listen to your views and act upon them | |
|---|---|
| Percentage | |
| 2022/23 | 44% |
| 2023/24 | 55% |
| 2024/25 (full year) | 54% |
| 2025/26 (first quarter) | 55% |
| 2025/26 (second quarter) | 56% |
| That you are kept informed about things that matter to you | |
|---|---|
| Percentage | |
| 2022/23 | 53% |
| 2023/24 | 67% |
| 2024/25 (full year) | 67% |
| 2025/26 (first quarter) | 70% |
| 2025/26 (second quarter) | 70% |
| That we treat you fairly and with respect | |
|---|---|
| Percentage | |
| 2022/23 | 62% |
| 2023/24 | 74% |
| 2024/25 (full year) | 73% |
| 2025/26 (first quarter) | 74% |
| 2025/26 (second quarter) | 73% |
| With our approach to complaint handling | |
|---|---|
| Percentage | |
| 2022/23 | 24% |
| 2023/24 | 29% |
| 2024/25 (full year) | 26% |
| 2025/26 (first quarter) | 26% |
| 2025/26 (second quarter) | 29% |
Your satisfaction:
| That communal areas are kept clean and well maintained | |
|---|---|
| Percentage | |
| 2022/23 | 56% |
| 2023/24 | 65% |
| 2024/25 (full year) | 62% |
| 2025/26 (first quarter) | 62% |
| 2025/26 (second quarter) | 64% |
| That we make a positive contribution to your neighbourhood | |
|---|---|
| Percentage | |
| 2022/23 | 44% |
| 2023/24 | 60% |
| 2024/25 (full year) | 59% |
| 2025/26 (first quarter) | 64% |
| 2025/26 (second quarter) | 63% |
| With our approach to handling antisocial behaviour | |
|---|---|
| Percentage | |
| 2022/23 | 42% |
| 2023/24 | 53% |
| 2024/25 (full year) | 52% |
| 2025/26 (first quarter) | 54% |
| 2025/26 (second quarter) | 54% |
Landlords have a significant responsibility to ensure the safety of their residents. The 2022 Building Safety Act sets out responsibilities that landlords must meet to ensure the safety of higher risk residential buildings.
Higher risk buildings are buildings which are at least 18 metres or 7 stories high and with 2 or more residential units.
As the owner and manager of a number of multi-storey blocks of flats we are responsible for ensuring the responsibilities in the act are met. To do this we must ensure that:
Find more information about the Building Safety Act on GOV.UK.
We are a member of the Housing Ombudsman Service. The Housing Ombudsman is an impartial service available to all social housing tenants to support them to resolve disputes with their landlord. If a tenant wants to make a formal complaint about services provided more information can be found on our complaints, compliments and feedback page.
Each year we carry out a self-assessment against the Housing Ombudsman Complaint Handling Code. This is a legal requirement and the results from our self-assessment are shared with the Leeds Housing Board and the Ombudsman themselves.
You can view a copy of our latest self-assessment.
We also produce an annual complaints performance and improvement report. This outlines how many complaints we receive, about what, and what we are doing to improve.
Please see a copy of our end of year complaints report. The appendices mentioned in the report can be viewed as follows:
7a. Complaints Review Neighbourhood Housing Offices
7b. Housing Ombudsman Landlord Report
7c. Complaint Handling Code Self-Assessment September 2025
“The Board are pleased to see that complaints management continues to improve year on year, with a strong focus on staff training, quality responses, and sharing learning outcomes. We continue to receive regular updates during the year so have a good understanding of what is working well and where improvements are needed. We would like to thank the Tenant Scrutiny Board for their work this year in reviewing our complaint’s performance and how we learn from complaints. These recommendations have helped us understand and start to improve the experience and outcomes for customers, we will continue to follow these recommendations to see further improvements. We are pleased that our Complaints Working Group is now up and running. We are confident that this will strengthen the Board’s oversight of complaints and drive a strong learning from complaints culture.”
Gerard Tinsdale as Chief Officer Housing is responsible for overseeing the delivery of all landlord services and so is responsible for ensuring overall compliance with the Regulator of Social Housing’s Consumer Standards.
He is supported by Adam Crampton (Head of Asset Management) who oversees the repairs, maintenance and investment service. Adam is responsible for overseeing compliance with the Safety and Quality Standard.
Mandy Sawyer (Head of Housing and Neighbourhood Services) oversees tenancy and neighbourhood management services and is responsible for overseeing compliance with the Tenancy Standard, the Neighbourhood and Community Standard and the Transparency, Influence and Accountability Standard.
If you have any questions or concerns about compliance with the consumer standards, email housingenquiries@leeds.gov.uk.
Under the Social Housing (Regulation) Act 2023, we are required to have a named lead person on matters relating to health and safety. Adam Crampton is the named lead for Housing Leeds and his role is to support residents with issues concerning health and safety and to support the council by highlighting risk and issues where concerns are identified.
If you have any questions or concerns about health and safety issues relating to a council home, email: buildingsafety@leeds.gov.uk.
Gerard Tinsdale as Chief Officer for Housing is responsible for overseeing compliance with the Ombudsman’s Complaints Handling Code and for ensuring that complaints are effectively managed.
Councillor Jessica Lennox (Executive Member for Housing) is the Elected Member responsible for ensuring that there is a positive complaints handling culture and that insight and performance is shared with our governing body. Councillor Lennox is supported by tenant members of the Leeds Housing Board to carry out this role.
If you have any questions or concerns about accessing the complaints process, email complaints@leeds.gov.uk.
The Leeds Housing Board is made up of Elected Members and tenants to oversee the council’s compliance with regulatory requirements. The Board meets 4 times a year to review the council’s performance in meeting standards.
Copies of agendas, papers and minutes are available to view on our Democracy website.
Tenants are recruited to the Board from our 'Tenant Voice Panel', a wider group of tenants, residents and leaseholders who are happy to help give feedback about our services.
On 27 October 2025, it becomes law that as a social housing landlord, we must:
When we become aware of damp and mould hazards that are potentially a significant risk to health, we must:
There are no changes to how you should report repairs and damp and mould to us:
You should report issues (damp, mould, other hazards) to us as soon as you notice them and allow us access, as long as we have given you reasonable notice.
If you are unsure about the progress of a repair or an inspection, then contact us and ask us for an update on your repair appointment.
If deadlines are not met, or if you are concerned about progress, then you may have a right to complain or take further action using our complaints process, going to the Housing Ombudsman, or in some cases taking legal action.
Information about how to make a complaint or access the Housing Ombudsman service.
The government are introducing Awaab’s Law in phases:
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