This is the share of stage 1 complaints the council answered within the timescales set by the Housing Ombudsman's code. When a tenant complains, they are entitled to a response within a fixed number of working days. A figure near 100% means complaints get answered promptly; a low figure means tenants are routinely left waiting for a reply.
| name | tsm_stage1_complaints_on_time |
|---|---|
| dataset | 10-tenant-satisfaction-measures |
| kind | extracted |
| type | numeric (percentage) |
| unit | % |
| grain | landlord-year |
| role | outcome |
| source | `data/TSM_2025_Full_Data/TSM_2025_Full_Data - File 04 - Management_info.csv`, column `CH02_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 | Complaints handled within Ombudsman timescales — a direct process-efficiency read. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Percentage of stage-one complaints responded to within Housing Ombudsman Complaint Handling Code timescales (CH02·1, File 04). Unlike RP02 the bar is external and common to all landlords, so it compares cleanly. Numerator and denominator columns are present in File 04, so the rate can be recomputed or re-based.