This compares the number of stage 2 complaints to stage 1 complaints — roughly, the fraction of complaints where the council's first answer didn't satisfy the tenant. It measures how well the council resolves problems at the first attempt. A low ratio means most complaints are sorted out first time; a high ratio means tenants often have to push their complaint further to get a proper resolution.
| name | tsm_complaint_escalation_rate |
|---|---|
| dataset | 10-tenant-satisfaction-measures |
| kind | constructed |
| type | numeric (derived) |
| unit | ratio |
| grain | landlord-year |
| role | feature |
| source | `CH01_2_Calculated_Value_LCRA / CH01_1_Calculated_Value_LCRA` (File 04) |
| 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. Undefined where the stage-one rate is zero; `_LCHO`/`_COMB` variants needed for combined reporters. |
| score_note | First-response quality proxy; volatile at low complaint counts. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Share of stage-one complaints escalating to stage two — a proxy for first-response quality: if stage-one answers resolved issues, few tenants would escalate. Volatile for landlords with few complaints.