When a social-housing tenant complains and their landlord's own complaints system breaks down — for example the complaint just sits there and never gets an answer — the independent Housing Ombudsman can issue a formal order telling the landlord to fix its process. This counts how many of those orders the landlord received in a year. A high number means residents couldn't even get their complaints handled, let alone resolved; zero (for landlords in the table) means the process at least functioned.
| name | ho_chfos |
|---|---|
| dataset | 09-ombudsman-lgsco |
| kind | extracted |
| type | count |
| unit | orders/year |
| grain | landlord-year |
| role | outcome |
| source | data/housing-ombudsman/Tables-for-landlords-with-individual-performance-reports-2024-25.xlsx, sheet `Table 1`, column `CHFOs` |
| period | 2024-25 |
| missingness | Table rows exist only for landlords with 5+ findings in 2024-25 — treat absence as missing, not zero. Join to LGSCO/TSM data is by landlord name and lossy (ALMO/association names don't match council names). |
| score_note | Distinct process-failure order signal, but 5+-findings threshold and lossy name-join limit coverage. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Complaint Handling Failure Orders — issued when the landlord's own complaints process failed (e.g. not progressing a complaint). A process-failure signal distinct from the substantive service failure.