Our Annual Report

We wanted to share a brief update on what was discussed at September's Time to Talk and give you the opportunity to share any thoughts or questions.

What Was Covered

During the session, Michelle Collins, Director of Customer Service, spoke about the key messages in our Annual Report. We also shared a short video from Jason Ridley, Director of Finance and IT, which outlines how we manage rent income responsibly and plan for improvements.

Customers who attended felt that Michelle addressed important concerns, particularly around:

  • Improvements to complaints handling
  • Progress on telephone system upgrades
  • Exploring a new customer app and WhatsApp option
  • Our new approach to tackling anti-social behaviour (ASB)

Presentation Summary: Customer Feedback, Performance & Priorities

Overview
Michelle shared how customer feedback shaped Leeds Federated work in 2024/25, the progress we’ve made in 2025/26 so far, and our forward plans into 2026/27.

Listening to Customers
In 2024/25, we strengthened our listening approach:

  • 600+ tenants completed the Tenant Satisfaction Measures survey (MEL Research)
  • 500+ complaints reviewed, with learning identified in 66%
  • Further insights came through the Customer Voice Panel, Neighbourhood Plan surveys, service requests, and direct feedback

Financial Stewardship
In a brief video, Jason Ridley Director of Finance and IT explained how we manage rent income:

  • Core services are protected
  • Budget is allocated for improvements based on feedback
  • Investment is guided by customer experience, long-term value, and fairness


Key Service Improvements (2024/25)

  • Repairs: New contract shaped by residents; evening/weekend appointments now available
  • Communication: Phone upgrades underway; WhatsApp option live; 24/7 app in development
  • ASB: Updated policies; staff training; temporary CCTV and noise monitoring introduced
  • Complaints: New 'Putting Things Right' policy; trends tracked via new Learning Portal
  • Estate Services: New service standards; regular inspections and reporting in place

Performance and Progress
Housemark benchmarking shows we are performing at or near upper quartile in key areas. However, we are focused on ensuring these results reflect your lived experience.

Work for 2025/26 is already underway, with several initiatives continuing into 2026/27.

Couldn’t Attend? We Still Want to Hear from You

Michelle is still keen to hear your views.
Please email any questions or feedback to:
customer.engagement@lfha.co.uk

We're also looking for ideas on how to improve our customer engagement. If you have suggestions for how we can involve more residents in these conversations, please let us know.

Next Steps: Help Shape Our Priorities

As we look ahead, we’re asking all residents to consider:

  • Are we focused on the right things?
  • Have we missed anything important?
  • What else should we prioritise going forward?

Your input will continue to shape how we plan and deliver services.

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