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.
Types of feedback
Complaints
We also want to know if you’re unhappy with any of our services. 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.
Compliments
If you're chuffed with something we’ve done, let us know! We’ll use this feedback to thank our colleagues.
Suggestions
Let us know if you have an idea about how we could improve one of our services or policies! We’re always looking at how we can make things better so your suggestions are very welcome!
Useful information
FAQs
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. If you want to know more about how our complaints process works, visit our How complaints work page.
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. If you want to know more about how our complaints process works, visit our How complaints work page.
When you make a complaint, we’ll try to get things sorted the first time you contact us. If this isn’t possible, here’s the steps we’ll take to get things fixed.
- Investigation
If we can’t solve the problem straight away, we’ll log a stage one formal complaint. - Review
If you're not happy with our decision, you can ask for a review. We call this a stage two formal complaint. - Housing Ombudsman
If you’re still unhappy with our response after completing our complaints process, you can refer your complaint to the Housing Ombudsman Service.
You can find more informaiton about our complaints process on our How complaints work page.
We’ll try to get things sorted the first time you contact us, but if this isn't possible then we follow a process to get it fixed.
The easiest and quickest way to make a complaint or give a compliment is to fill out our feedback form. If you want to know more about how our complaints process works, visit our How complaints work page.
You can also:
Email us:
customerservices@yorkshirehousing.co.uk
Call us:
0345 366 4404
Write to us:
The Place, 2 Central Place, Leeds, LS10 1FB
If you live in a Leeds City Council home or are a leaseholder, you can report a complaint at www.leeds.gov.uk/complaints or on 0113 222 4405. Leeds City Council is responsible for the service we provide and will reply to your complaint directly.
We have our annual complaints performance and service improvement report (PDF) where you can find an overview on the number of complaints, the outcomes of those complaints and the changes we've made to improve what we do.
You can also see our complaint handling code self assessment (PDF), our full Board report on complaints (PDF) and also our Board's response to our complaints reporting (PDF).
There might be times when we treat a complaint as unreasonable. By ‘unreasonable’ we mean the way a complaint’s made, things like:
- Using threatening, offensive or foul words on the phone or face-to-face
- Sending multiple threatening or offensive emails
- Leaving multiple threatening or offensive voicemails
- Sharing threatening or offensive posts on social media
We don’t stand for intimidating, abusive or threatening behaviour towards our colleagues. So, if a complaint’s made in what we consider to be an unreasonable way, we’ll take appropriate action to protect our colleagues. Here's our unreasonable customer behaviour policy (PDF).
You can take a look at our annual customer complaints report (PDF) to see how we're doing. And you can read all about out our customer obsessed strategy (PDF) to see where we're heading too.
Get in touch
This form is for telling us what you think about the service you’ve had from us. If something in your home isn’t working, you need to report a repair. If it’s an issue with a neighbour, you can visit our antisocial behaviour page.