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In this edition:
- Our annual report is out!
- Treating everyone with fairness and respect
- Get a more tailored service from us
- Take part in our 100 things campaign
- Book your next Time to Talk online session
- Book onto Four Million Homes training sessions
- Share your story for our 50th anniversary
- Community clean up day in Belle Isle
- Gas Safety Week
- A recap of the Customer Voices Panel September meeting
- Meet our latest APS electrical test prize draw winner
- Improved security on My Account
- Review our e news
- Our latest customer story
 The report looks back over 2024-25 and includes highlights like...
• The launch of our online Time to Talk sessions
• Updates about our community-based approach
• A summary of our investments and developments over the past year
• The introduction of our Contact Centre team and Customer Resolutions team
• Our focus on fire safety and our new Fire Protection and Compliance assistant
• Our Money Matters team generating £470k in extra income for customers
• Stories from customers
• Reflections on how we're still helping people make a home, 50 years on
• ...and more!
"We hope it’s clear in reading this report that we’re absolutely focused on helping people make a home. We’ve been doing it for 50 years now – here’s to carrying on for the next 50!!" Matthew Walker, CEO of Leeds Federated
In our last Time to Talk session, our Director of Finance and IT, Jason Ridley, shared an update on our finance and how we spent your rent over the past year. You can watch his video below:
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We've been updating our approach to communication and how we maintain fairness and respect with customers.
We don’t often come across behaviour that is challenging, but when we do, it's useful to have some guidelines so colleagues can help in the best way.
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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. Or find out more about how you can update your own information now.
320 customers have already told us what adjustments they need. We want to hear from more customers so we can make sure we’re tailoring our services to what each person needs.
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Inspired by the Stop Stigma in Social Housing campaign, we've launched our own campaign that spotlights people, rather than their social housing status.
We invite you to share a few things about yourself that challenges some of the negative stereotypes and stigma attached to social housing.
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We're aiming to collate a list of 100 things that customers do, or have achieved, that have nothing to do with their housing status.
You might have recently completed a marathon or a degree, started a new hobby or job, or be well-known for taking care of your friends, family or local community.
Big or small, we want to hear about your achievements and what makes you...you!
Join our Time to Talk session on Tuesday 7 October at 12.30pm or 7.00pm with our Head of Service Improvement, Jane Gillard to share your ideas for a new housing app.
We want your feedback on features, concerns, and improvements to make accessing services, managing your tenancy, and staying connected with Leeds Federated easier on your phone.
Find out more and register below take part and help shape the app. You can also check out our previous Time to Talk sessions over on Your Voice
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Four Million Homes is hosting free online training events to help you deepen your understanding of your rights as a social housing resident.
These sessions are a great opportunity to connect with other social housing residents, share knowledge and experiences, and learn effective strategies for sharing your voice!
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If you're struggling to access these at home we're looking to host in person sessions at our office on Kirkstall Road, Leeds. If this is something you're interested in, email us at customer.engagement@lfha.co.uk.
This month, our team joined forces with volunteers from Equans, Sure Maintenance, BITMO, and Places for People for a community clean up day in Belle Isle.
Together, we litter-picked across the neighbourhood and cleared rubbish from customers' gardens - filling an entire skip by the end of the day!
Have you got any unwanted items? You can use the links below to contact your local council for help with removal.
Have you got a story to tell?
As part of our 50 years of Leeds Federated celebrations - we'd love to celebrate the stories of 50 people about their time with us.
This year we’ve already heard inspiring stories - from John’s love of gardening, to how our work with St Anne’s Community Services changed Vicky’s life, to Audrey being our longest-standing customer! You can check out these stories through the link below.
If you're a customer and would like to share your reflections or story, you can get involved in our 50th celebration project over on Your Voice.
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From the 8-13 September it was Gas Safety Week.
Gas safety might not be the most thrilling topic, but staying safe is super important for you, your family, and your neighbours.
Here’s how you can protect your home:
- Let us in for your annual gas safety check (it’s quick, legal, and keeps you safe!)
- Can’t make your appointment? Just let us know! We’ll reschedule so your certificate stays valid.
- Report any issues with your gas appliances straight away - don’t wait!
- Never try to fix gas appliances yourself - always use a Gas Safe registered engineer.
- Know where your gas meter is and how to turn it off in an emergency.
- Keep vents and air bricks clear for proper ventilation.
- Be alert to any signs of gas leaks.
If you suspect a gas leak:
- Call the National Gas Emergency Helpline on 0800 111 999 immediately
- Open your doors and windows and turn the gas off at the meter (unless it’s in a cellar/ basement)
- Don't use naked flames or electrical switches, including light switches
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Our Customer Voices Panel met our contractors Equans to discuss how they deliver repairs. A Panel Member shares a recap of the meeting.
"The meeting with management from Equans was highly informative, giving us a better understanding of the logistics and integral workings behind delivering a repair service on behalf of Leeds Federated. After the presentation the Panel set about challenging Equans on key areas;
Efficiency - wanting Equans to improve how many return visits it takes to complete a repair. This not only takes up customers time but increases cost which is passed back to us.
Courtesy - making sure Equans operatives are always courteous and professional on every visit. Equans will work closely with Leeds Federated to educate all its employees on stopping stigma in social housing.
Failure to show - the Panel was keen to stress that Equans improve upon operatives not turning up or cancelling last minute. Equans are working closer with Leeds Federated to integrate systems to improve upon no shows and cancellations.
The Panel recommends to all customers that if a repair operative doesn't show or cancels last minute, they report it immediately to Leeds Federated. Please remember, Leeds Federated cannot track or challenge Equans if they do not know it happened.”
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Earlier this year, our in-house contractor, APS, launched a £200 prize draw to encourage more customers to keep their electrical test appointments.
We're pleased to announce Audrey Harris from Meanwood won the latest £200 prize draw from APS,
Make sure you keep your electrical test appointment to be in with a chance of winning.
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We're introducing an extra log in step for customers who are already registered on My Account – this is to improve security and protect personal data. Later this month, we’ll be contacting all customers who currently have a My Account to share more information about the changes and a step-by-step guide.
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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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The first day of my life - customer Anne shares her inspiring and heart-warming story of escaping domestic abuse and offers advice to others going through something similar.
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