The
The Housing Ombudsman Complaints Handling Code became a legal requirement from 1 April 2024. The code helps us respond to complaints effectively and fairly.
There are 72 provisions in the Code that we assess ourselves against. There are currently 2 provisions where we do not meet the requirements and we’re working towards complying with these.
We publish the findings from our self-assessment in relation to the main themes in the code.
See the full self-assessment. You can also email
complaints@leeds.gov.uk or call 0113 222 4405 for a full copy.
One of the Code requirements is that we present an annual complaint and service improvement report to the Leeds Housing Board and publish their response. We presented our report on 6 June 2024 and the Board response can be seen below.
Statement from the Leeds Housing Board in response to our
end of year complaints report.
“The Board are pleased to see that complaints management has improved during 2023/24. We have a good understanding of what is working well and what needs to be improved as we receive regular reports. There is still more to do to make sure that all residents receive a timely, fair, and high-quality response. The board would also like to see improvements in how we learn from complaints and see more examples of this shared with residents. We are confident that we will continue to strengthen our complaints handling, especially as we embed the role of the ‘Member Responsible for Complaints’. We look forward to receiving the recommendations from the Tenant Scrutiny Board who are currently reviewing our complaints handling. We also look forward to comparing our performance with similar sized landlords later in the year.”
What a complaint is
Our complaints policy defines a complaint using the definition in the code, as an ‘expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.’ We won’t deal with complaints where there is a separate appeals process, as there is still a fair way for someone to express dissatisfaction.
How to make a complaint
Complaints can be made by telephone, email, face to face and in writing or using this website.
Our complaints policy is available online or on request. Reasonable adjustments are made when investigating complaints, in line with our complaints policy. You can send us feedback about our services, and we actively promote contact information on all correspondence.
Information on how to contact the Housing Ombudsman is available online on this page in the ‘What happens next’ section. This information is shared regularly through customer communication and as part of our acknowledgment at stage 1 of the complaints process.
Complaints team and process
We have a two stage policy. When a complaint is first made, this is logged at stage 1 and given to an investigating officer.
In stage 1 complaint responses, details are included of how complaints can be escalated.
Where you are dissatisfied with investigation at stage 1, complaints are escalated to stage 2 of our policy. Stage 2 complaints are acknowledged in 5 working days and an investigation will be completed within 20 working days.
At the conclusion of our second stage, you are provided with details of how complaints can be escalated to the Housing Ombudsman Service. Approximately three out of four complaints are resolved at the first stage.
We have a central Customer Relations Team. They are responsible for complaints administration and making sure that complaints are allocated to appropriate named investigating officers and the customer is informed by way of an acknowledgement.
Responding to your complaint
You will receive an acknowledgement of your complaint within 5 working days. This will confirm the target for completion, which is within 10 working days at stage 1, and 20 working days at stage 2.
As part of the investigation, the investigating officer should attempt to speak to you about your complaint. This is our opportunity to understand the complaint in full, and what you would like us to do to resolve the complaint. The officer will have an open and honest discussion about the realistic remedies available.
We issue monthly satisfaction surveys to customers who have had a complaint response in the preceding month. We use this information to identify service improvement opportunities and we share this with our teams.
If for any reason the response to a complaint is going to be delayed at either stage, the Investigating Officer will update you and let you know when you can expect a response.
Complaint stages
Our 10 working day response timescale for complaints at stage 1 and 20 working day response timescale for stage 2 is set in our policy. Between April 2023 and March 2024, 88 per cent of stage 1 complaints received a response in 10 working days or with an agreed extension. Over the same period, 88 per cent of stage 2 complaints received a response in 20 working days or with an agreed extension.
Our overall performance is improving, and we are prioritising the improvement of complaint handling in terms of timescales and quality so that we meet a higher proportion of timescales in the future.
We resolved 75 per cent of complaints at stage one, and 96 per cent were resolved without involving either Ombudsman.
We accept and respond to complaints made through a representative at all stages. We are committed to giving clear and easy to understand responses and advice. There have been no cases where we have refused to escalate a complaint.
Putting things right
Where someone has told us about a failure of service, we make every effort to put things right. Where an error has occurred, we apologise and work with the complainant to find a solution.
Our financial remedy guidance reflects good practice as suggested by the Housing Ombudsman. This provides staff guidance around financial and non-financial redress, which helps ensure a fair and consistent approach.
Learning from complaints
Over the last 12 months we have:
- continued providing refresher training and extra guidance to all officers who investigate and respond to complaints to make sure that we are meeting our service standards
- continued to share our monthly ‘hints, tips, and reminders’ for all staff
- continued to invest in our damp and mould team to help with the early intervention and triage of cases
- introduced procedures for managing complex repairs
- used customer satisfaction data to address dissatisfaction and put in place service improvements
- started to review our procedures for capturing and tailoring our services to meet vulnerability needs
Improving our complaints handling
We regularly review feedback to see where we can improve our service. We share learning in our Annual Report, and we are working with our Tenant Scrutiny Board to improve how we share learning more frequently.
