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In this edition:
- Let us know your needs and adjustments
- Book your next Time to Talk
- Our learnings from the Tenant Satisfaction Measures (TSMs)
- Extended hours over summer
- Rent convergence? What's it all about?
- Our gardening competition winners
- Looking back on the Customer Voices Panel July meeting
- Share your thoughts on our new website!
- Flash feedback - answer our questions
- Have your say in our phone surveys
- Review our e news
- The latest stories
Over the last month we’ve been inviting customers to update the information we hold about any adjustments they need us to make – whether that’s getting a phone call before we visit, having extra time to answer the door, receiving information in a different format or something else.
We’ve already sent out text messages and emails to some customers asking them to get in touch with us to update their information – if you receive a text message or email from us about this please get in touch.
Between 15-29 July, 211 customers have told us what adjustments they need. This is a great start as it means we can tailor our services more to those customers.
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Join our next Time to Talk sessions on Wednesday 10 Sep at 12.30pm or at 7.00 pm.
These sessions will be hosted by Michelle Collins our Director of Customer Services and Kirsten Lomakin our Customer Engagement Business Partner. They'll be talking about the Annual Report and how we've spent your rent.
Join Michelle as we look back over the year on how well services were delivered and the projects we’ve made progress on. The session will also include information on what your rent pays for from Jason Ridley, our Director of Finance & IT.
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In June we released our Tenant Satisfaction Measures (TSMs). Our results are positive, but we’re committed to improving our services based on what you’ve told us.
From tackling anti-social behaviour to improving communication, repairs, and estate services, we’re taking clear steps to act on your feedback!
In this blog, we share a summary of the key themes we heard during 2024/25 and the changes we’ve made in response.
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Don't forget, colleagues in our Income Team are extending the hours they work to better support you and your family during the summer break.
In addition to our usual 9am-5pm Monday-Friday opening hours, from now until 28 August, the team will also be available during these times:
Wednesdays: 5pm – 8pm
Saturdays: 9am – 12pm
Rent convergence is the government’s plan to bring all social rents in line with a standard ‘formula rent’, so there’s more fairness and predictability - regardless of your landlord or how long you’ve lived in your home.
We're a registered member of TPAS which means as a customer you can also create a free account and be kept informed of nationwide consultations and link in with other tenants.
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A big thank you to M’Shell and another wonderful customer for sharing their beautiful garden photos, they truly brightened our day!
Don’t worry if you missed the chance to get involved, you can still share your gardening pictures, tips, and even your favourite walks over on our Gardening page on Your Voice.
This month, we’ve been out in the sunshine connecting with our customers!
We had a great time at Breeze’s summer park event and ran another successful flower planting workshop. Customers at Hasting’s Grove got hands-on creating beautiful hanging baskets and pots full of colourful flowers to brighten up their homes.
On the 17 September, we’re hosting a community clean-up in Belle Isle alongside BITMO and Places for People, with support from Litter Free Leeds.
If you’re a customer in the area, we’d love for you to join us and help make a difference in your community!
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Stop Social Housing Stigma has launched a survey to find out what social housing tenants think about stigma and what's being done to address it.
We encourage you to take part in the campaign and complete the survey. It will only take a few minutes.
We’re keen to hear about your experiences too so if you have examples you'd like to share with us that highlight stigma please email Louise Darby Customer Engagement Manager at louise.darby@lfha.co.uk
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A Customer Voices Panel Member shares a recap of the July meeting.
We held a productive quarterly meeting with the heads of service in July, which gave the Customer Voices Panel the opportunity to establish guiding principles for both the panel and Leeds Federated moving forward. Following the quarterly performance updates, the Panel challenged around customer service and complaints, but also highlighted the good work and high scores for the customer focus questions compared to other housing associations in the first quarter of the Tenant Satisfaction Measures (TSMs).
We welcomed the strong performance in Housing Management and Development, but continue to press for improvement on all aspects of cleaning, repairs and maintenance. As a result, we've arranged a meeting at the end of the year that will include representatives from our contractors.
The meeting concluded with an engaging discussion on Challenging Stigma in Social Housing. As part of the Stop Social Housing Stigma campaign, we were asked: “What three things were you before you were a social housing tenant?” One thing all members of the Panel agreed on is that before being social housing tenants...
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"...We're all 'Your Voice', we speak for all the tenants on matters that concern us all."
We've uploaded more example content for our new website to the Your Voice project page for you to review. We'd love to hear what you think!
The content we've just uploaded will sit under the 'Your Tenancy' and 'Repairs' headings on the new website. The new content includes topics such as rent and service charges, and safety in the home. Take a look at the project page to see the latest content - we'll be adding more example content to the page over time.
We've put together a short survey to find out what you think about our menu options and content.
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We've got a question for you!
We've set up a new page on Your Voice that helps us get your views quickly! The first question we've asked is about greetings we use in emails... let us know what you think.
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MEL Research speaks to Leeds Federated customers over the phone to collect feedback for the TSMs. This helps us understand what’s working well and where we can do better.
In this blog, Angela and Simon from the MEL Research contact centre share a behind-the-scenes look at how it all works.
If you get a call from MEL Research, please do take part and give them your feedback – it makes all the difference!
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We'd love to hear your feedback about our e news so we can continue to share important information with you in a way that suits you best.
If you could spare a few minutes to complete our survey, click on the button below.
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Meet our Fire Protection and Compliance team - From testing alarms in communal areas to reviewing reports and staying on top of evolving regulations, their day is a mix of responsibility and teamwork.
Follow Lukasz and Stephen as they work to protect our communities and raise awareness about fire safety.
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