Frequently Asked Questions About Leeds Directory | About Leeds Directory

The Leeds Directory is an online source of information, offering a comprehensive range of services and community based support, groups and activities, in order to support people to live the life they want to live.

As well as accessing information online through our website, we also offer a friendly telephone help line 0113 378 4610 Monday to Friday from 9am to 5pm. We can also send out printed information too.

There are over 1,500 organisations and services to assist and support people in a variety of ways to live more independently. Organisations providing services around the home and garden, or that provide one to one support are checked and vetted for peace of mind. These providers are marked with our Green Tick.

Our star ratings and reviews allow people to write comments on their experiences of services they have received and also find out what others think. All ratings and reviews are checked before publishing and a minimum of 10% reviews are checked for authenticity.

Leeds Directory is a Leeds City Council funded service.

The Leeds Directory site is for the people of Leeds and supports them to live the life they want to live.

There are over 1,800 organisations and services to assist and support people in a variety of ways to live more independently. For example, services to help maintain the home and garden or equipment and technology that can be used around the home to help with daily living tasks like cooking or getting washed and dressed. Information about events, social groups or activities you might be interested in; either for yourself or for someone else, details of different housing options to consider such as assisted living accommodation, home care services and care homes, information and services that can support keeping healthy and active, and more!

Organisations providing services around the home and garden, or that provide one to one support are checked and vetted for peace of mind. These providers are marked with our Green Tick.

There are different ways you can use this directory to find the information you are looking for, you can find out more by visiting our help page.

We have a tool called the Information Finder which can help you work out the type of information you need.

It's simple to use - just click on a subject area that you think is most relevant then select from the options below. You will be directed to useful information and also have the option to email the results.

This is currently under development, please check back soon.

Any organisation that offers a service in the home or garden, or on a one to one basis in the community, must have a Green Tick before we will list them. Organisations with a Green Tick on their listing in the Directory have been checked and vetted for your peace of mind. Further information is available in the Green Tick section.

Provider complaints

You can provide feedback or make a complaint about a provider by;

submitting an online form via our Contact Form or using the Feedback button in the bottom corner of each page

writing to us at Provider Monitoring Officer, Leeds Directory Team, Leeds City Council, 4^th Floor East, Merrion House, 110 Merrion Centre, Leeds, LS2 8BB
calling us on 0113 378 4610 weekdays 9am to 5pm

Procedure

All complaints will be recorded. Where appropriate we will review issues against the Leeds Directory Code of Good Practice.
If the complaint is about a trade service you can report them to Trading Standards and get help as a consumer on Citizens Advice Consumer Helpline
If the complaint is about an organisation that provides personal care please contact the Local Government and Social Care Ombudsman as follows:-
- Helpline: 0300 061 0614
- Website: (including an on-line enquiry form) lgo.org.uk
Depending the complaint, we may pass information to Trading Standards, the Local Government & Social Care Ombudsman or other relevant mandatory regulatory bodies where appropriate.

If you have a complaint about the Leeds Directory website you can submit your feedback using the feedback feature located at the bottom right of the web page. To help us respond to your experience please submit feedback from the page where you experienced the problem.

If your complaint is about the Leeds Directory Helpline Staff you can;

Call the Service Delivery Manager via our helpline 0113 378 4610 weekdays 9am to 5pm / e mail: leedsdirectory@leeds.gov.uk and we will try and resolve the problem
write to the Service Delivery Manager, Leeds Directory Team, Leeds City Council, 4^th Floor East, Merrion House, 110 Merrion Centre, Leeds, LS2 8BB
Make a complaint through the Leeds City Council complaints policy. Information is available at https://www.leeds.gov.uk/residents/health-and-social-care/adult-social-care/complaints or by calling 0113 222 4405

As well as accessing information online through our website, we also offer a friendly telephone help line 0113 378 4610. We can also send out printed information too.

The council cannot promote any political party but if your party is holding a non-political activity or event, you can add this to the Calendar of activities.

You can provide us with this information;

by submitting an online form via the contact form
calling us on 0113 378 4610 weekdays 9am to 5pm
emailing us at: leedsdirectory@leeds.gov.uk

To add your organisation's details, complete a registration form.

If you organisation is already listed on the Directory and you want to change some of your information, go to your listing then use the Suggest a Change button.

Yes, you can by creating a favourites list.

This function allows you to save pages from the Leeds Directory website to come back to later or send via email so you can print it out in booklet form.

You can save the pages that interest you by clicking 'Add to favourites' where you see a button, or by clicking the 'Add to favourites' option in the “create favourites lists” drop down located at the top of the page.

Once you have collected the pages you want to print, click 'create booklet' in the drop down list. This will take you to a page where you can in put your details to your booklet before emailing it to yourself. You will be sent an email with your booklet attached as a PDF, which you can then print from your machine.

Any organisation that offers a service in the home or garden, or on a one to one basis in the community, must have a Green Tick before we will list them. Organisations with a Green Tick on their listing in the Directory have been checked and vetted for your peace of mind. Further information is available in the Green Tick section.

Star Ratings and Reviews let you see what other customers thought of the service they have received.

How can I submit a review?

First, search for the organisation you would like to review by using our Search Page. Click on the provider name to view more details. You can then complete the review form at the bottom of their listing.

Alternatively, you can phone us on 0113 378 4610 weekdays 9am to 5pm to tell us your comments.

What do the stars mean?

When you review a service you can give a score of 1 star (poor) to 5 stars (excellent).

We ask people how they would rate a service’s:

Reliability – did they do what they said they would?
Affordability – did you get good value for money?
Flexibility – were they willing to work around you and your needs?
Accessibility – how easy was it to contact the organisation/service?
Quality – how satisfied are you with the quality of the service?

We then add these scores up and divide by 5 – this gives us an average star rating.

Where can I see reviews?

If you click on a provider name to view their details you will be able to see all of the reviews they have received at the bottom of their listing.

Are the reviews genuine?

We make every effort to ensure reviews submitted to the Leeds Directory are genuine. You may receive a phone call from us to confirm the scores you have given and to confirm the service you received.

Any provider found to be generating false or misleading reviews will be investigated and may be removed from the Leeds Directory.

Where a review raises concerns, and permission to share contact name and information is not given, Leeds Directory reserves the right to discuss the content of the review on an anonymous basis with relevant regulatory bodies.

Leeds Directory will not publish reviews if there is reason to believe they are not genuine after the completion of a verification process.

Who can review a service?

Reviews should only be submitted by people who have used the service. If you have had trouble getting in touch with a service, or you feel you received an unsatisfactory response, please let us know via the Helpline or by emailing LeedsDirectory@leeds.gov.uk .

We will not accept reviews from a Providers’ friends or family or any individual/organisation with a vested interest in the organisation or members of staff within the organisation being rated. We make calls to clients to verify the feedback we receive. Any provider found to be abusing this system will be removed from Leeds Directory.

Please Note: All comments and ratings are the views of people who have used a service and do not represent the views of Leeds City Council.

Yes, choose Accessibility from the toolbar on the homepage and from there you can choose alternative languages, change the font size and change the contrast of the directory.

The Ability Net website also has lots of information to help make your device easier to use.