Complaints Performance Dashboard 2026/2027

Total Complaints

Total Number of Complaints Received

-51

Escalated to Stage 2

Total Number of Complaints Escalated to Stage 2

-15

Housing Ombudsman

Number of Complaints Escalated to Housing Ombudsman

Stage 1 Acknowledged on time

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

+24%

Stage 2 Acknowledged on time

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

+4%

65%

Stage 1 Complaints upheld

-3%

78%

Stage 2 Complaints upheld

+11%

£5,515

Total Compensation Awarded

-£2,285

Number of Tenants Awarded Compensation

-18

Complaints Service Area Breakdown

51% (22)

Repairs

14% (6)

Multiple Services

12% (5)

Housing

9% (4)

Estate Services

5% (2)

Compliance / Assets

5% (2)

Regeneration

2% (1)

ASB

2% (1)

Income

32.5

Number of Stage 1 Complaints

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

-33.2

6.8

Number of Stage 2 Complaints

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

-10.6

95.3%

% Stage 1 Complaints Responded Within Timescale

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

+20.6%

100%

% Stage 2 Complaints Responded Within Timescale

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

+8.7%

+5.7%