Effective handling of complaints

What we measured

TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

What we measured

CH01(1): The number of stage one complaints we received per 1,000 homes.

What we measured

CH01(2): The number of stage two complaints we received per 1,000 homes.

What we measured

CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

What we measured

CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.