A look back at the meeting in January 2026!

At this meeting panel members heard from Michelle Collins Director of Customer Services about key areas work undertaken in 2025 across the Assets and Maintenance teams, Service Improvement and Housing Management, and what had been shared and discussed at the Board Away Day as Leeds Federated to help guide more detailed work in year two of our Corporate Plan.

She explained the work had been strongly guided by customer feedback, the results from the customer perception survey Tenant satisfaction measures (TSMs), and changes in the complaints handling process.

Year Two of the Corporate plan will to continue to focus on customer experience, compliance services - keeping you safe in your home and how we collaborate with customers and colleagues to maintain or improve services.

Service Improvement

There were also updates from the Head of Service Improvement Jane Gillard, and Head of Assets Graham Rosenberg.

Jane explained how with the new telephone system is helping to reduce call waiting times, with the option to book a call back as well as share information on what's coming up in the recorded greeting.

Helen Thompkins, Customer experience manager will come to a panel meeting in the Spring to share more about improving customer experience and improvements planned.

Contact Centre performance remained stable with an 83% year to date call answer rate from 31,540 calls. The number of complaint received by Leeds Federated varies from month to month, but the majority of cases were handled within timescales.

Overall satisfaction increased to 81.5%, with improvements in listening to tenants (75.8%), keeping tenants informed (82.4%), and fairness/respect (86.4%).

Assets - repairs, maintenance and keeping homes safe

Graham updated the meeting on the performance in Assets between October and December ( quarter three) this includes, day to day repairs, planned maintenance, long term improvements to homes for energy efficiency and how we keep your homes safe.

Repairs performance remains strong with 97.7% of appointments with customers being kept and 88% customer satisfaction with the repair.

The cases we are working on of homes with damp and mould, remain low but he acknowledged there are some seasonal and weather related pressures.

Planned works are slightly behind target (90% vs 97%) but expected to recover by year end.

The Wave 3 energy efficiency programme, which is funded by grants from is delayed whilst grant negotiations take place. There are 402 homes below the energy performance certificate C, the target threshold, however this better than expected compared to other landlords.

Keeping homes safe, the building safety performance is robust, with 99.83% gas safety compliance, 100% fire risk assessments, and 99.4% electrical inspections, with access challenges affecting a small number of homes.related pressures.

The panel asked that Graham come to the next meeting and share more information on the approach taken to the dealing with damp and mould and responding to the new legislation Awaab's law.