Addressing Stigma in Social Housing

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We have signed up to the Stop Stigma in Social Housing Campaign and want to use their journey planner and resources to work with customers to find out if there are areas where we may be directly or indirectly causing stigma by the way we deliver services. This may include the information we provide, how we speak to people and the actions we take.

You can view this video from Stop Stigma in Social Housing to find out what other tenants across the country think:
Social housing stigma was the most important issue raised by tenants in the Ministerial roadshows that took place post the Grenfell tragedy – i.e. the feeling amongst, tenants that they were being treated as second class citizens. Social housing stigma has barely been addressed since then despite it being raised as such an important issue by tenants. So far we have:

Worked with colleagues from across the organisation to consider key questions from the Stop stigma is social housing campaign's planner.

  • Sought customer views in face to face sessions in November and early December
  • Included questions about how you may be impacted or experience stigma in the quarterly customer perception survey

We will be sharing all the suggestions and feedback raised with the colleague working group and across teams to agree actions.

Email customer.engagement@lfha.co.uk

We have signed up to the Stop Stigma in Social Housing Campaign and want to use their journey planner and resources to work with customers to find out if there are areas where we may be directly or indirectly causing stigma by the way we deliver services. This may include the information we provide, how we speak to people and the actions we take.

You can view this video from Stop Stigma in Social Housing to find out what other tenants across the country think:
Social housing stigma was the most important issue raised by tenants in the Ministerial roadshows that took place post the Grenfell tragedy – i.e. the feeling amongst, tenants that they were being treated as second class citizens. Social housing stigma has barely been addressed since then despite it being raised as such an important issue by tenants. So far we have:

Worked with colleagues from across the organisation to consider key questions from the Stop stigma is social housing campaign's planner.

  • Sought customer views in face to face sessions in November and early December
  • Included questions about how you may be impacted or experience stigma in the quarterly customer perception survey

We will be sharing all the suggestions and feedback raised with the colleague working group and across teams to agree actions.

Email customer.engagement@lfha.co.uk

Share your experience of when you have felt stigma as a tenant of Leeds Federated.

Please tell us about a time or situation where you have experienced stigma as a tenant of Leeds Federated.

Thank you for sharing your story with us.

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  • Share SandraS on Facebook Share SandraS on Twitter Share SandraS on Linkedin Email SandraS link

    SandraS

    by SandraS, 7 months ago
    Before I explain my experiences of feeling stigmatised as a tenant of Leeds Fed, I have to say that there has been a huge change for the better in the handling and attitude of the customer facing staff at Leeds Fed and also the repairs handling and service delivered. For some years it seemed an uphill task to report repairs and receive a courteous, efficient service in return. I actually feel like an equal now rather than subservant. I know that Stephen Blundell was a real advocate for this and I am pleased that the changes have happened.


    What I... Continue reading

    Before I explain my experiences of feeling stigmatised as a tenant of Leeds Fed, I have to say that there has been a huge change for the better in the handling and attitude of the customer facing staff at Leeds Fed and also the repairs handling and service delivered. For some years it seemed an uphill task to report repairs and receive a courteous, efficient service in return. I actually feel like an equal now rather than subservant. I know that Stephen Blundell was a real advocate for this and I am pleased that the changes have happened.


    What I have experienced, as recently as in the last 12 months, is that when 3rd party businesses become involved, on behalf of Leeds Fed or Engie, it reverts back to being treated with a curt, talked down to, manner. It may ( from personal experience) be a company providing doors and windows, asbestos checking, or roof maintenance.

    I know that LFHA provide these contractors with the names of the tenants, as well as the address, but to be asked whether I am " the tenant" rather than Ms Smith - to be told that LFHA are the customer, not me. It is almost as if people forget that this is our home. The irony is that I have to answer a number of security questions if I ring LFHA but these people phone you and don't even address you by your name!

    At risk of repeating myself over and again, I do feel that we " good tenants" are often lumped in with people who don't respect their tenancy or property and given short shrift as a result.







Page last updated: 06 Jan 2026, 12:30 PM