Customer Feedback

Making sure you’re happy is our top priority. That’s why your feedback is so important. It helps us improve what we do and build the right services for you. So, whether it’s good or bad, we want to hear what you have to say.


So, what type of feedback can you share with us? It’s simple – a complaint or a compliment.  


If you're happy with something we’ve done, let us know! We’ll use this feedback to thank our colleagues. 


We also want to know if you’re unhappy with anything. We always aim to get things right first-time round but if this doesn’t happen, let us know so we can get things sorted.


Let us know if you have an idea about how we could improve anything about our home buying process. We’re always looking at how we can make things better so your suggestions are very welcome! 


Housing Ombudsman's Complaint Handling Code

We also follow the requirements in the Housing Ombudsman's Complaint Handling Code. The Code helps us to deal with complaints quickly and fairly. It also helps us to use what we learn from complaints to improve our services. As part of the Code, we’re required to complete a self-assessment, we do this every year with our customer complaints forum members.


Reasonable Adjustments

Whatever your needs, we want our services to be accessible for you.

This might mean giving you the information you need in a different format (like in larger print) so it’s easier for you to understand, or providing a sign language interpreter at meetings. 

Get in touch with our team to chat about what support you need and how we can help you.  

Reasonable Adjustments Policy
What is a complaint?
A complaint is an expression of dissatisfaction. So, if you’re not happy about a service we’ve provided or an experience you’ve had with us, you can complain about it. It could be something you’ve experienced personally, or it could be from a group of customers. 
Is there anything I can't complain about?

There are some things we don’t deal with through our complaints process. These are:  

The first time you request a service 

So, if your boiler breaks for the first time, this would be a repair request not a complaint. 

Antisocial behaviour or issues with other customers 

These are dealt with under our antisocial behaviour policy. 

Where there’s a legal process happening 

So, a claim for damages should be handled as a public liability insurance claim. Or, you might already be involved in court proceedings. 

Housing applications or banding decisions 

If they’re a part of a Local Authority Choice Based Lettings schemes. (These are schemes that allow applicants to search, apply and bid for social rented homes in their area.) 

Decisions made by other organisations 

So, a local council or a utility company that we have no control over. 

A Yorkshire Housing policy 

If you’re unhappy with one of our policies, we’ll treat this as a suggestion rather than a complaint. We work closely with customers when we change our policies. So, we’ll take into account any suggestions when we’re reviewing the policy.  

How do I share my feedback?

The easiest and quickest way to make a complaint or give a compliment is to fill out our feedback form. You can also: 

Email us: 

Call us:

0345 366 4404 

Write to us:

The Place, 2 Central Place, Leeds, LS10 1FB