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.
View our latest tenant satisfaction results and other performance information.
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 Board thank the service for the continued work to strengthen the management of complaints. The Complaints Working Group has given the Board additional insight into complaints management as they review different aspects of how we work. For example, reviewing the guidance given to Investigating Officers, and drilling down into areas of interest, such as what we can learn from more complex repair related complaints. Whilst we’re pleased to note the positive trends reported in the Housing Ombudsman’s annual report about our service, indicating we are giving a more consistent complaints service with clearer processes across Housing Leeds, we know there is more that we can do to improve customer satisfaction with our complaints handling. In the year ahead we ask the service to embed improvements made to better record and share the learning from complaints and strengthen our approach to quality assurance, so we improve customer satisfaction and more reliably meet our target of responding to 95% of complaints within Complaint Handling Code timescales.”
Adam Crampton 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 Rob Goor and David Gold (Deputy Heads of Asset Management) who oversee the repairs, maintenance and investment service. They are 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.
Adam Crampton 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 Asghar Khan (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 Khan 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 became 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:
In January 2026, the Regulator of Social Housing (RSH) carried out its first inspection of our Housing Service. Their inspection team met with tenants, councillors, staff and others who help deliver our services. They also looked at a wide range of documents and watched how our committees and tenant groups, including the Tenant Scrutiny Board, work.
In March, the RSH published their judgement. We received a C2 rating, which is the second-highest of four possible grades. A C2 rating means that most tenants receive good services, but there are some weaknesses that need improving.
The RSH highlighted two main areas for improvement:
We take our responsibility to provide safe, high‑quality homes very seriously. We already knew about these issues before the inspection and had started work to fix them.
The inspection also recognised several strengths in our service, including:
You can read the full RSH report and our response.
We will continue to work closely with the RSH to make the required improvements, and we remain committed to achieving the top C1 rating in the future.
From October 2026 we are required to comply with the Regulator of Social Housing’s Competence and Conduct Standard. This standard ensures tenants receive services from staff who are skilled, knowledgeable, professional and respectful.
We take this standard seriously and are committed to making sure we meet its requirements. Our aim will always be to provide tenants with high-quality services and to ensure that others who provide services on our behalf, including PFI contractors and Belle Isle Tenant Management Organisation, also meet the requirements.
One of the requirements of the standard, is to ensure senior managers and executives in our service have a level 4 or 5 housing qualification. We are now working with these members of staff to achieve this before the transition period ends.
The new standard requires us to have a code of conduct and to give tenants meaningful opportunity to help shape it.
All council staff who provide housing services must follow Leeds City Council’s Code of Conduct, our values and behaviours, and work in line with our customer strategy.
We regularly ask tenants for feedback about their experiences and how our services can be improved. The Tenant Scrutiny Board is also working with us to better understand social housing stigma in Leeds.
We plan to adapt the council’s code of conduct, values and behaviours, and customer strategy specifically for housing services and seek the views of tenants on this approach. We will also ask tenants how staff should behave and interact with tenants when delivering our services.
We also expect the same high standards of customer service from our contractors and sub-contractors. We have already asked tenants their views on this and published an updated code of conduct for our contractors.
The new standard also requires us to have a Learning and Development Policy and give tenants meaningful opportunity to help shape it.
We already provide training and development for staff so they can deliver good-quality services. However, we recognise that our approach could be better co-ordinated and more joined up. Recently, the Tenant Scrutiny Board reviewed the training and support available to housing officers and suggested things could be improved by creating a dedicated Learning and Development Team.
We have listened to this feedback and are currently preparing a business case to set up a Housing Learning and Development Team. Over the coming months, we will ask tenants for their views on what training and development should be prioritised. We will use this feedback when developing our Learning and Development Policy.
The standard also requires us to have clear policies for assessing staff performance and dealing with poor performance. The council already has strong arrangements in place. All housing staff have an annual appraisal where their performance, objectives and development needs are reviewed. If there are concerns about staff performance, these are managed through the council's Improving Performance Policy.
We are committed to providing housing services that are professional, respectful, accountable and focused on what tenants need. We will continue to involve tenants as we develop our approach to meeting the competence and conduct standard and will share more information once our policies and plans are finalised.
If you’d like to be involved in our future consultations, email housinginvolvement@leeds.gov.uk or call our engagement team on 0113 378 3330. To be invited to take part in all our consultations you can also join our Tenant Voice Panel.
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