Tenant Satisfaction Measures: Effective complaints handling
How well we’re doing at handling complaints.
What we've done | Result | 2024/25 | 2023/24 | ||
| Complaints relative to the size of the landlord (as the average number of complaints per 1,000 homes managed) | Stage 1 complaints per 1,000 homes | 120 | 151.3 | ||
| Stage 2 complaints per 1,000 homes | 33 | 24.4 | |||
| Complaints responded to within Complaint Handling Code timescales | Percentage of stage one complaints responded to within 10 working days | 91.1% | 83.9% | ||
| Percentage of stage two complaints responded to within 20 working days | 75.4% | 35.8% | |||
| What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | ||
| 2024/25 | 2023/24 | 2024/25 | 2023/24 | |
| Satisfaction with L&Q's approach to handling complaints | 26% | 27% | 13% | 10% |
What we’re doing to improve
We reduced the number of complaints we’re managing at any one time by almost 55% between April 2024 and March 2025, meaning that we can respond to new complaints more quickly.
We’ve reviewed our complaints letters by asking for feedback from resident volunteers on how they could be improved, including our stage 1 and 2 responses and acknowledgement letters. The new versions form part of a one-stop shop supporting colleagues in day-to-day complaint handling, which also includes complaint handler call guidance to make sure our team are listening effectively and putting the right steps in place to resolve your issues.
We’ve introduced a new team to help us manage complaints that are escalated to the Housing Ombudsman. This team make sure we’re resolving each case, and learning from them where we need to, as well as working closely with the Ombudsman to learn from best practice in the sector and ensure we’re meeting the Complaint Handling Code.
Directors across L&Q have shadowed complaints handlers to understand the challenges they face when responding to complaints, and to identify ways to improve how we work.
We held workshops with our Housing Management teams and surveyors to increase awareness of what effective complaint management should look like.
We now hold regular complaint handler forums every month to monitor progress, deliver feedback and update colleagues on how we’re improving our processes.
We’ve introduced new Complaint Handlers’ Podcasts where colleagues discuss hot topics of learning to inspire best practice in complaint handling.
We’re continuing to routinely check the quality of complaint responses every month to ensure these meet your needs.
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: