The Leeds Housing Board met to discuss tenant satisfaction, high rise heating efficiency, complaints, and changes to the Lettings Policy. The board received updates on Tenant Satisfaction Measures (TSM), communications and engagement, and the annual complaints performance. They also discussed the efficiency of high rise heating systems and the Lettings Policy update, and reviewed the Board's Terms of Reference.

Tenant Satisfaction Measures (TSM) Update

The Leeds Housing Board received an update on the TSM for Quarter 1 of 2025/26. The report provided an overview of tenant satisfaction across various areas of service.

In the previous meeting on 17 June 2025, Councillor Jessica Lennox, Executive Member for Housing, requested an update on the number of people using the tenant portal, including a breakdown of new tenants.

Annual Complaints and Service Improvement Report

The Board received the Annual Complaints Performance & Service Improvement Report for 2024-25, as required by the Housing Ombudsman Complaint Handling Code¹. The report included a review of complaints related to neighbourhood housing offices and a self-assessment against the Complaint Handling Code.

Councillor Jessica Lennox had previously said that she and Mandy Sawyer would identify a new complaints champion.

Efficiency of High Rise Heating Systems

Following a request from the Board, a report was presented to share information relating to the efficiency and efficacy of heating systems in Housing Leeds properties, with a specific focus on high rise heating systems.

Lettings Policy Update

The Board received a report outlining the approved changes to the Lettings Policy, along with an update on the progress of its implementation.

At the previous meeting, tenants had requested an update on changes to the Lettings Policy be added to the agenda for a future meeting.

BITMO 24/25 Annual Performance

The Board received an annual report covering 2024/25, providing an update of BITMO's TSM performance. The report also covered BITMO's compliance with the Consumer Standards and progress in strengthening relationship and performance management arrangements to ensure robust compliance with regulatory standards. Deborah Kelly presented the report.

Communications and Engagement Update

The Leeds Housing Board received an update on recent communications and engagement activity, including updates on high rise communications. Ian Montgomery presented the update.

LHB Terms of Reference

The Board received a report following a review of the Board's Terms of Reference to reflect recommendations. The draft Terms of Reference were included in the report.

Work Programme

The Board discussed the Work Programme for the remainder of the financial year 2025/26. Councillor Jessica Lennox asked for a piece of work which shows the connection of Housing Officers with their patches and longevity in the role.