LJHA is committed to the provision of high quality service to our customers. We welcome complaints, comments, and compliments and we use customer feedback as an opportunity to learn about what we are doing well and where we need to improve. If you wish to make a general comment about any of the services you have received or compliment the organisation or a member of staff, please contact us.

We appreciate there may be occasions where customers are dissatisfied with the level or type of service they have received and wish to make a complaint.

In October 2023, the Housing Ombudsman Service consulted on their Complaint Handling Code as a result of the Social Housing Regulation Act. 

Following the consultation, the Housing Ombudsman Service introduced the revised Complaint Handling Code. The Code provides a set of standards for complaint procedures that LJHA and other housing providers are required to comply with.  

The Code became statutory from 1st April 2024, and places a legal duty on the Ombudsman to monitor whether housing associations comply with the Code, regardless of whether the service receives a complaint from residents about their landlord. 

The Social Housing (Regulation) Act 2023 placed a statutory requirement on registered providers to demonstrate compliance with the Housing Ombudsman Complaints Handling Code. In order to demonstrate compliance, landlords are required to submit evidence of this to the Housing Ombudsman annually, or whenever there is a significant change made to the organisation.

LJHA Annual Complaints and Service Improvement 2024 (pdf)

As set out in the consultation, landlords are required to submit their self-assessment against the Code annually, alongside their Tenant Satisfaction Measures (TSMs). 

Housing Associations have to regularly publish a self-assessment of their Complaints Procedures.

LJHA Complaints Self Assessment 2024 (PDF)

You can view the full Complaints Policy by clicking here.

For Frequently Asked Questions on the Complaints Policy please click here.

You can also find Frequently Asked Questions on the Housing Ombudsman website at here

 

For the Easy Read Version of our Complaints Policy, please click here

To hear an audio and video explanation of our policy, please click here.

 

How Do I Make a Complaint?

You can make a complaint to us in a variety of ways:

  1. You can call us on 0113 320 7777

  2. You can e-mail us at [email protected]

  3. You can write to us at Stonegate Way, Queenshill Avenue, Leeds, LS17 6FD

  4. You can complete an online form below

  5. Or, if you would prefer, you can ask someone to make a complaint on your behalf

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More details on our complaints process can be found below.

LJHA Complaints Graphic

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations and local authorities.

You can contact them at any point during the complaint process. The assistance they can offer depends on whether the landlord’s complaints procedure has been completed and when.

You can find further information in this poster, and in this leaflet. To learn more about the Ombudsman, please see their website at https://www.housing-ombudsman.org.uk/.