Complaints Performance Dashboard 2025/2026

94

Total Complaints

Total Number of Complaints Received

+54

24

Escalated to Stage 2

Total Number of Complaints Escalated to Stage 2

+13

2

Housing Ombudsman

Number of Complaints Escalated to Housing Ombudsman

+1

Stage 1 Acknowledged on time

% of Stage 1 complaints responded to within 10 days (or 20 days with extension)

Stage 2 Acknowledged on time

% of Stage 2 complaints responded to within 20 days (or 40 days with extension)

Total Increase in Complaints = 135%

68%

Stage 1 Complaints upheld

+10%

67%

Stage 2 Complaints upheld

+22%

£7,800

Total Compensation Awarded

31

Number of Tenants Awarded Compensation

Complaints Service Area Breakdown

52% (49)

Repairs

17% (16)

Housing

17% (16)

Compliance

6.3% (6)

Income

4.2% (4)

Finance / Resources

2.1% (2)

Enterprise

1.1% (1)

Regeneration

65.7

Number of Stage 1 Complaints

CH01(1) - Stage 1 Number of complaints per 1,000 properties

+37

17.4

Number of Stage 2 Complaints

CH01(2) - Stage 2 Number of complaints per 1,000 properties

+9.8

74.7%

% Stage 1 Complaints Responded Within Timescale

CH02(1) - Stage 1 Complaints responded to within Complaints Handling Code timescales

-4.2%

91.3%

% Stage 2 Complaints Responded Within Timescale

CH02(2) - Stage 2 Complaints responded to within Complaints Handling Code timescales

+11.3%

-6.5%