This is the share of surveyed tenants who made a complaint recently and were satisfied with how it was handled. Complaint handling is where a landlord shows whether it can put things right when they go wrong. This is typically the lowest-scoring measure everywhere, so it is best compared between landlords: a relatively high percentage means complaints are taken seriously and resolved; a low one means complaining feels like a dead end.
| name | tsm_complaints_satisfaction |
|---|---|
| dataset | 10-tenant-satisfaction-measures |
| kind | extracted |
| type | numeric (survey percentage) |
| unit | % of respondents satisfied |
| grain | landlord-year |
| role | outcome |
| source | `data/TSM_2025_Full_Data/TSM_2025_Full_Data - File 01 - LCRA_perception.csv`, column `TP09_Satisfied_Calc_LCRA` (identical `TP09_Satisfied_Calc_COMB` in File 03) |
| 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. A landlord's perception figures sit in File 01 (`_LCRA`) *or* File 03 (`_COMB`, for landlords reporting LCRA+LCHO combined) — merge both files for full coverage, else the value appears missing. Asked of complainants only, so small samples and wider margins. |
| score_note | Complaints-handling perception; low base sizes, mostly covered by CH measures. |
| peer_group | registered landlords (RSH-regulated, 1,000+ homes) — not yet scored on the leaderboard |
Percentage of tenants who made a complaint in the last 12 months satisfied with the landlord's approach to complaints handling (TP09). Asked of complainants only, so samples are small and margins wide; typically the lowest-scoring TP measure. Survey-based: carries a per-landlord margin of error (Estimated_margin_LCRA), and collection-mode effects are large — control for Predominant_method_LCRA and Census_or_Sample_LCRA when comparing landlords. Interpretation per the data dictionary: "Satisfied with approach to complaints handling (complainants only)".