Status: getting better
Overall, we received fewer complaints last year than in the year before.
Changing how we deliver some of our repairs has helped us to improve satisfaction with our repair service.
Number of complaints received | 2022/23 | 2023/24 | 2023/24 TSM data** |
First point of contact resolution | 415 | 291 |
271 |
Stage one | 961 | 854 | 655 |
Stage two | 40 | 53 | 36 |
*The totals do not include the Stage twos as the complaint has already been included in the Stage one figures.
**TSM data relates to our Low Cost Rental accommodation units only. All other data relates to all complaints received by the Group.