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Q1 Quarterly Data 23-24

In this quarter, from April to June 2023, we made 1,284 determinations – this represents a 69% increase on the previous quarter.

On this page

This page refers to Complaint Handling Failure Orders (CHFOs), which was our process at the time of publication. We now issue Complaint Handling Failure Notices (CHFNs) in these circumstances. View the latest information on how we bring landlords into compliance in casework.

Complaints received

The complaint categories graph shows that 'property condition' was once again the most complained about category, with 58% of all complaints. That compares to the second highest 'complaint handling', at 25%.

The following two graphs show how many complaints we receive from different types of landlords and different sizes regarding the top three complaint categories (property condition, complaint handling and anti-social behaviour).

Complaint categories

Category % of Complaints Property Condition 58% Complaints Handling 25% Anti-Social Behaviour 13% Estate Management 9% Charges 8% Moving to a Property 5% Health and Safety (inc. building safety) 5% Reimbursement and Payments 5% Staff 3% Occupancy Rights 2% Enquiry stage 1% Information and data management 1% Buying or selling a property 1% Resident Involvement 0%

Type of landlord

Provider Type Property Condition Complaints Handling Anti-Social Behaviour Housing Association 52% 23% 12% Local Authority / ALMO or TMO 58% 21% 12%

Size of landlord

Size Band Property Condition Complaints Handling Anti-Social Behaviour Between 1,000 and 10,000 units 50% 24% 15% Less than 1,000 units 42% 19% 14% More than 10,000 units 55% 22% 11%

Determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 67% of cases in the quarter.

% of determinations

 

Determination Outcome % of Determinations Severe Maladministration 3% Maladministration 38% Partial Maladministration 26% Mediation 1% Reasonable Redress 7% No Maladministration 13% Outside Jurisdiction 7% Withdrawn 2% Unknown 3%

Category findings

These graphs show how the different category findings relate to the top three complaint categories, the different types of landlords, and the different size of landlords.

Different category findings

Category Outcome Property Condition Complaints Handling Anti-Social Behaviour Severe Maladministration 11% 5% 7% Maladministration 35% 50% 30% Service failure 14% 24% 16% Redress 13% 14% 8% No maladministration 17% 5% 32% OSJ 8% 2% 8% Settlement 1% 0% 0% Withdrawn 2% 1% 2%

Type of landlord

Category Outcome Housing Association Local Authority / ALMO or TMO Other Severe Maladministration 6% 9% 5% Maladministration 34% 38% 14% Service failure 18% 16% 24% Redress 16% 5% 14% No maladministration 17% 18% 43% OSJ 8% 13% 5% Settlement 1% 1% 0% Withdrawn 1% 2% 0%

Size of landlord

Category Outcome Less than 1,000 units Between 1,000 and 10,000 units More than 10,000 units Severe Maladministration 7% 4% 7% Maladministration 31% 31% 36% Service failure 19% 14% 18% Redress 5% 11% 13% No maladministration 28% 25% 16% OSJ 12% 13% 9% Settlement 0% 0% 1% Withdrawn 0% 2% 1%

Orders and recommendations

The orders given to landlords graph shows that in 53% of cases, we ordered landlords to pay residents compensation. And the recommendations given to landlord's graph shows that in 14% of cases, we recommended that the landlord take non-specific action (usually something that is outside a repair).

The final graph shows how many orders and recommendations we’ve made based on the top three complaint categories.

Orders given to landlords

Order Type % Orders Compensation 52% Apology 15% Take Specific Action (non-repair)13% Repairs 6% Case Review 6% Staff Training 4% Other 3% Process Chang 2%

Recommendations given to landlords

Recommendation % Recommendations Take Specific Action (non-repair) 28% Policy Review 20% Compensation 14% Staff Training 12% Other 9% Process Change 8% Repairs 6% Case Review 3% Apology 1%

Orders and recommendations made against top three complaints

Category # orders # recommendations Property Condition 1,234 456 Complaints Handling 888 341 Anti-Social Behaviour 326 158

* All data is provisional and subject to confirmation in the final end-year figures to be published in the annual report.

Please note that this data may be subject to change. The verified data that we publish on an annual basis in our Annual Complaints Review can be found online.