Service Standards

These Service Standards set out what you can expect from Leeds Tenants Federation.

Contacting Leeds Tenants Federation

You can contact us in person, or by mail, telephone, email or fax. We have a freepost address so that you can contact us without paying postage.

Our freepost address is:
Leeds Tenants Federation,
Freepost NEA16248,
Leeds LS2 3YY

Telephone: (0113) 2145330
Fax: (0113) 2145333
Email:  admin@leedstenants.org.uk  
Website: www.leedstenants.org.uk

• We will respond to letters within 10 working days


• We will answer the phone promptly within five rings


• When answering the phone, we will give our name and the name of the organisation


• We will respond to emails and faxes within 10 working days

Information

• We publish a magazine distributed to all our members.


• We also provide leaflets and information packs about the organisation and our services


• This information will be written in plain language and designed to be attractive and easy to read


• Where we use jargon we will explain what it means


• We make sure that all key information is offered in alternative formats: large print, Braille or audio tape, and interpreted into community languages on request


• We have a website from which key documents can be downloaded.  Our website address is: www.leedstenants.org.uk

Meetings

• We will make sure our meeting venues are accessible and that everyone can take part in the event.


• We will meet with our membership four times a year.


• We will hold conferences and events to enable residents to make their views known to decision-makers city-wide.

Services to members

• We provide a range of practical support  to tenants and residents so that they can participate in decisions about their homes and communities.


• We will grant membership to residents who meet the membership criteria


• We will assist in the development of residents groups and support groups to operate independently and effectively 


• We give telephone advice to groups and we will visit groups or attend at meetings if we are invited


• We will provide a free photocopying service for affiliated groups and members to enable them to produce at least two newsletters or leaflets a year


• We will help affiliated groups and members design and produce publicity on request and by appointment.

Complaints

• Complaints can be made verbally or in writing.


• We will acknowledge your complaint within three working days and let you know the results of our investigation within fifteen working days.


• Please see our Complaints Procedure for more details.