This counts how many formal complaints tenants made to the council in a year, per 1,000 homes, at the first (stage 1) level. It is a rough gauge of how often things go wrong badly enough that tenants put it in writing. A high number can mean poor service — but it can also mean tenants find it easy to complain, so it is best read alongside satisfaction and repairs figures; a very low number is not automatically good news.
| name | tsm_stage1_complaints_per_1000 |
|---|---|
| dataset | 10-tenant-satisfaction-measures |
| kind | extracted |
| type | rate |
| unit | complaints /1,000 homes |
| grain | landlord-year |
| role | outcome |
| source | `data/TSM_2025_Full_Data/TSM_2025_Full_Data - File 04 - Management_info.csv`, column `CH01_1_Calculated_Value_LCRA` |
| period | 2024/25 (year to 31 March 2025) |
| missingness | Stock-transfer (LSVT) councils are absent — they own no stock, so absence is structural, not missing data. Only large landlords (1,000+ social homes) report; Files 05/06 list excluded landlords. CH01/CH02 also have `_LCHO`/`_COMB` variants in File 04 — landlords reporting combined tenures carry values in the `_COMB` columns, so check variants before treating a value as missing. |
| score_note | Complaint volume is ambiguous (dissatisfaction vs accessible process) but distinct. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Stage-one complaints received from LCRA tenants per 1,000 homes (CH01·1, File 04). Ambiguous direction: high rates can signal poor service or an accessible complaints process, so read with TP09 and CH02 timeliness. Numerator and denominator columns are present in File 04, so the rate can be recomputed or re-based.