40
Total Complaints
Total Number of Complaints Received
Last updated: 31 March 2025
11
Escalated to Stage 2
Total Number of Complaints Escalated to Stage 2
1
Housing Ombudsman
Number of Complaints Escalated to Housing Ombudsman
Last updated: 31 March 2025
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 = 17.6%
Last updated: 31 March 2025
58%
Stage 1 Complaints upheld
45%
Stage 2 Complaints upheld
£16,704
Total Compensation Awarded
47
Number of Tenants Awarded Compensation
Complaints Service Area Breakdown
50% (20)
Repairs
20% (8)
Housing
5% (2)
Assets
2.5% (1)
Income
2.5% (1)
Resources
2.5% (1)
Enterprise
Tenant Satisfaction Measures - LCRA
Complaints Related TSM Data
Last updated: 31 March 2025
28.7
Number of Stage 1 Complaints
CH01(1) - Stage 1 Number of complaints per 1,000 properties
7.6
Number of Stage 2 Complaints
CH01(2) - Stage 2 Number of complaints per 1,000 properties
78%
% Stage 1 Complaints Responded Within Timescale
CH02(1) - Stage 1 Complaints responded to within Complaints Handling Code timescales
82%
% Stage 2 Complaints Responded Within Timescale
CH02(2) - Stage 2 Complaints responded to within Complaints Handling Code timescales
Satisfaction with Complaints
TP09 - Satisfaction With the Landlord’s Approach to Handling of Complaints
Last updated: 31 March 2025
Positive change: +7.7%