When tenants take their landlord to the independent housing watchdog, some of the watchdog's rulings are not about the original problem (like a broken boiler) but about how badly the landlord handled the complaint itself. This measures what share of rulings were about complaint handling. A high share means residents were failed twice — first by the service, then by the process meant to fix it; a low share means the complaints process itself mostly worked.
| name | ho_complaints_handling_share |
|---|---|
| dataset | 09-ombudsman-lgsco |
| kind | constructed |
| type | rate |
| unit | proportion |
| grain | landlord-year |
| role | feature |
| source | `Complaints Handling Total` / `Grand Total` (ho Table 2) |
| 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 | Useful process-on-top-of-service signal; overlaps with CHFOs and category splits. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Share of findings that are about the landlord's complaints process itself rather than the underlying service. High values indicate process failure layered on top of service failure — residents were failed twice.