This counts how many complaints were escalated to the second (stage 2) level in a year, per 1,000 homes — cases where the tenant was not satisfied with the council's first answer. It signals not just that things went wrong, but that the council's first attempt to put them right failed. A high number suggests complaints are being fobbed off at stage 1; a low number suggests most problems get resolved first time.
| name | tsm_stage2_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_2_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 | Stage-two volume; mostly captured by stage-one rate plus escalation rate. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Stage-two (escalated) complaints from LCRA tenants per 1,000 homes (CH01·2, File 04). Escalations suggest stage-one responses failed to resolve the issue; feeds the constructed escalation-rate variable. Numerator and denominator columns are present in File 04, so the rate can be recomputed or re-based.