This is the share of escalated (stage 2) complaints the council answered within the timescales set by the Housing Ombudsman's code. These are the cases where the tenant was already unhappy with the first response, so speed matters even more. A figure near 100% means even escalated complaints get dealt with promptly; a low figure means dissatisfied tenants face further delays on top of their original problem.
| name | tsm_stage2_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_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 timeliness; strong signal but correlated with stage-one on-time. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Percentage of stage-two complaints responded to within Complaint Handling Code timescales (CH02·2, File 04). Small denominators for landlords with few escalations make the rate volatile. Numerator and denominator columns are present in File 04, so the rate can be recomputed or re-based.