Tenant Satisfaction Measures: Effective complaints handling
How well we're doing at handling complaints
What we've done
| Stage 1 complaints relative to the size of the landlord (as the average per 1,000 homes) | |||
| Year | LCRA | LCHO | Combined |
| 2025/26 | 132 | 71.4 | 125 |
| 2024/25 | 125.5 | 82 | 120 |
| 2023/24 | 160 | 92 | 151.3 |
| Stage 2 complaints relative to the size of the landlord (as the average per 1,000 homes) | |||
| Year | LCRA | LCHO | Combined |
| 2025/26 | 47.6 | 32.6 | 38 |
| 2024/25 | 32.2 | 35 | 33 |
| 2023/24 | 25 | 22 | 24.4 |
| % of Stage 1 complaints responded to within Complaint Handling Code timescales (10 working days) | |||
| Year | LCRA | LCHO | Combined |
| 2025/26 | 95.9% | 95.1% | 95.8% |
| 2024/25 | 92.4% | 88.7% | 91.1% |
| 2023/24 | 84.7% | 74.4% | 83.9% |
| % of Stage 2 complaints responded to within Complaint Handling Code timescales (20 working days) | |||
| Year | LCRA | LCHO | Combined |
| 2025/26 | 96.2% | 97.6% | 96.4% |
| 2024/25 | 75.2% | 76.7% | 75.4% |
| 2023/24 | 34.9% | 43.9% | 35.8% |
What you've told us
| Satisfaction with L&Q's approach to handling complaints | ||
| Year | LCRA | LCHO |
| 2025/26 | 27.9% | 11.8% |
| 2024/25 | 26.3% | 12.6% |
| 2023/24 | 27.3% | 10% |
How we're improving
We're dealing with complaints more quickly. We have reduced our backlog of older complaints, so we can focus on new ones and are now responding within the timescales set by the Housing Ombudsman over 95% of the time.
We've improved how we manage and track complaint actions. When we agree to put something right, we now record and track this more clearly to make sure it gets done and you are kept informed.
We're making complaint handling more consistent. We are bringing complaint handling into one place within our organisation, so every resident receives a fair and consistent service, no matter what the issue is about.
We’ve improved training and guidance for colleagues, so they can respond clearly, confidently and with empathy, and make sure our responses are easy to understand, explain what happens next, and keep you updated throughout your complaint.
We’re using complaints, feedback and Housing Ombudsman decisions to spot issues early, learn across our teams and prevent repeat problems, while working closely with the Ombudsman to improve how we handle complaints and meet national standards.
We're redesigning the complaints service. We are reviewing the whole complaints journey to make it simpler, clearer and easier to use, based on what you have told us matters most.
Our Tenant Satisfaction Measures report
For a more detailed description of our Tenant Satisfaction Measures (TSMs) results, including what you’ve told us, and more on what we’re doing to improve, you can read our full report: