Other FAQs

Other info you might want to know.

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Communication service standards

When you get in touch with us you can expect the following:

1. We will listen to you and be helpful, respectful and polite.

2. We will try to deal with your query straight away. If we can't, we will keep you informed while we're working on it.

3. If we say we will do something, we will make sure it gets done.

4. If we can't do something we will explain why.

5. We will communicate with you in the way that suits you best.

Complaints

If you’re unhappy with the service you have received, please contact our Customer Service Team. Let us know what the problem is and how you would like it to be resolved and we can usually sort the problem out there and then. If you don’t feel we have dealt with the problem you can make a formal complaint:
  • Online via My Account
  • By email to hello@leedsfed.com
  • Directly to a member of staff
  • By telephone on 0113 386 1000
  • By letter - write to us at 30 Westfield Road, Leeds, LS3 1DE
  • Through an advocate or interpreter using any of the ways listed above


Complaints process

It can often be quicker and easier for everyone if a problem can be sorted out straight away.  We ask customers to contact the person or department that provided the service they are dissatisfied with. It is important that the customer informs us exactly what the problem is and how they would like to see it resolved. We will try to solve the problem straight away or within 1 working day.

If the problem has not been resolved then a formal complaint can be made.  
Stage 1
• We will acknowledge the complaint in writing within 24 hours
• An appropriate member of staff will carry out an investigation
• We will give you a full response within 7 working days, or where that is not possible we will contact you to explain why
• If you are not satisfied with the outcome you should let us know within 15 working days, when it will then go to the relevant Head of Service or Director to review.  This will happen within 5 working days
• If you are still unhappy with the response, then you can progress to Stage 2

Stage 2
• At this stage, the complaint will be reviewed by members of the Board of Management
• A review will normally take place within 7 working days of a request for a review and the outcome of the review will be provided as a full and final response
• We will inform you of what you can do if you are still unhappy with the response.

Complaints Service Standards

We aim to deliver an excellent service, but if you are unhappy with it and complain you can expect us to work to the following standards.
  • We will take your complaint seriously and investigate it fully
  • We will be honest and fair in responding to your complaint
  • We will keep you informed of progress in investigating your complaint
  • If we have made a mistake, we will do our best to put it right
  • We will make sure we learn from any mistakes made


Fire testing Service Standards

Leeds Federated manages fire and emergency light testing in communal areas and aims to visit  each scheme every week. When one of our team carries out a fire test visit they will make the checks listed and work to the following service standards:

• Make visual check at each site to ensure a safe working environment
• They will carry identification at all times
• Work within Health and Safety guidelines and safe working practices including wearing correct Personal Protective Equipment for all tasks
• Sound test to the fire alarm system within the timescales stated in your communal area
• A visual weekly test of emergency lighting. A manual switch test is also carried out on a monthly basis
• Smoke vent test if applicable
• A smoke alarm test if applicable
• Check and report on any defective fire doors
• Check all emergency and fire exit routes to ensure they are not obstructed
• Report all housekeeping issues to the Neighbourhood Officer, this includes all resident belongings that are stored in hallways, landings and under stairwells
• Removal and correct disposal of any junk mail along with any other internal litter
• Work with tenants in discouraging storage of tenant belongings in communal areas
• Complete an electronic record of attendance

If you feel the above standards have not been delivered or you have any comments on our service please contact our Soft Services Manager  or call Customer Services on 0113 386 1000.



Your information - how we use it

If you are a Leeds Federated tenant we process and hold your information in order to provide services to you.

Leeds Federated Housing Association is registered as a data controller under the EU Regulation 2016/679 General Data Protection Regulation (‘GDPR’) and the Data Protection Act 2018 (‘DPA’) as we are responsible for deciding how we hold and use personal information about you.

We understand the importance of keeping your information safe and have put together a guide to let you know:
  • What personal information we collect and store
  • How and why we collect personal information about you
  • How we use and share your information
  • How we protect your information
  • Your rights to access your information
You can download the guide 'Keeping your information safe' here.