LJHA is committed to the provision of high quality of 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 December 2020, we revised our new Complaints Policy to comply with changes described in the Housing Ombudsman Complaint Handling Code. The main change was that the number of stages has been reduced from 3 stages to 2 stages. Following a review one year after it was introduced, the Ombudsman asked housing associations to strengthen provisions to support a positive complaint handling culture. The changes took effect from 1st April 2022.

You can view the full Complaints Policy by clicking here.

To see a summary of the key changes as of 1st April, please click here.

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

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

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


LJHA Complaints Report April-December 2021

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 info@ljha.co.uk

  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