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Dear resident,

We hope you’re keeping well and looking forward to any summer break you may have. 

Inside this email… 

• Help shape the future of local tenant engagement 
• The next round of our satisfaction programme
• Lost keys – have you got a spare to hand? 
• The results of our self-assessment against the Housing Ombudsman Complaint Handling Code
• How to contact us 

It’s important we offer local opportunities for you to give feedback on our services and be able to influence local priorities. To help us do this, we’d like to know more about how you’d like to see this happen and what matters most to you. Take part in our survey to help create a new local ‘Tenant Engagement Service Offer’. Closing date is Friday 26 July. 

Lost keys and lock changes 

Did you know that every year thousands of tenants ask for a lock change because they’ve lost their keys? This is a significant cost on our limited budget and this money could be better spent on home improvements. Repairs such as lock changes are the responsibility of tenants, as can be seen in section 10 of your tenancy agreement.  

If you lost your key, do you have a spare handy? It’s a good idea to keep a spare key with a trusted friend or family member. This will mean that you don’t have to wait around for a lock change and will save money.  

Last month we reminded you about tenant’s contents insurance, in which lock changes are covered. 

• Tenant’s contents insurance financially protects the contents in your home, garage, and shed 

• Prices start from as little as 45p per week, £1.47 a month, £15.64* per year for contents insurance 

• You can pay weekly, fortnightly, monthly, or annually – whatever suits you best 

• No nasty surprises – no excess on claims, and no fees for changing your details or cancelling your policy 

* Prices shown are for £4,000 of contents insurance cover, based on postcode area and include a transaction fee. They exclude accidental damage and optional covers. The price you pay will depend on your individual circumstances, postcode, and cover chosen. RSA price data June 2023. 

To find out more about tenant’s contents insurance designed for council and social housing tenants and leaseholder visit www.rsainsurance.co.uk/tenants-contents-insurance or call 0345 671 8172.

In April 2024, the Housing Ombudsman Complaint Handling Code became statutory, meaning we’re required by law to follow this. The Code describes the standards all landlords must now follow when managing a complaint from a resident. You can read a summary of our self-assessment against the Code or view the full copy.     

One of the requirements of the Code is that we present an annual complaint and service improvement report to our governing body, the Leeds Housing Board. We did this on the 6 June 2024. You can read more about how we manage complaints and the statement from the board in response to the annual complaints report on our website – the last expandable section. 

And finally...

Running since 2006, Sunday 21 July is the annual Leeds LGBT Pride celebration, and the largest regular event held in the city of Leeds. The colourful parade kicks off at Millennium Square, winding its way through the city streets and culminating on Lower Briggate by The Calls. The free to attend parade is a hugely successful celebration of pride and solidarity, attracting people from all over the UK and overseas. 

Contacting us:

To request a repair: 

• Call 0800 188 4000  

• Outside of office hours we will only take calls for emergency repairs. 

• Swarcliffe PFI areas please call 0345 366 4403 

• Little London, Beeston Hill & Holbeck PFI areas please call 03331 210 074  

To make a rent payment: go to Housing Rent Payments or call 0300 456 0484. You can also call your local housing office to make a payment. 

For all general enquiries: Call 0800 188 4000 (Monday, Tuesday, Thursday, and Friday, 9am to 5pm; Wednesday 10am to 5pm). This number is free from a mobile and a landline.  

For all ongoing tenancy matters please contact your local housing office  

If you’re not happy with the service you’ve received, you can make a complaint 

Check your closest available customer service HUB here 

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