PI's: Stage 1 Complaints
Satisfaction: Stage 1 Complaints
CH01 Stage1: Stage 1 complaints per 1000 homes
Rationale, Definition & Worked Example
Below you can find information regarding the rationale, definition and formula for this performance indicator. This includes a worked example to demonstrate how this indicator should be calculated.
Rationale
The RSH requires this TSM to be collected for both LCRA and LCHO. Smaller providers (with fewer than 1000 LCRA units and fewer than 1000 LCHO units may report a combined figure.
For full details of the RSH requirements and links to TSM Guidance, click here.
This metric was introduced by the English Regulator of Social Housing (RSH) in April 2023 as one of a suite of Tenant Satisfaction Measures (TSMs). It is a regulatory requirement that all Registered Providers (RPs), regardless of size, collect and report the TSMs to their tenants.
Definition
Providers must follow the definition of ‘complaint’ set out in the Housing Ombudsman’s Complaint Handling Code.
Similarly, for the purposes of this TSM, ‘stage one’ and ‘stage two’ have the same meanings as they do for the purposes of the Housing Ombudsman’s Complaint Handling Code. This code is available on the Housing Ombudsman’s website.
Every complaint must be allocated to a single reporting year as specified in Section 1 of Tenant Satisfaction Measures: Technical requirements based on the date the complaint was made.
Formula
Divided by
B. Number of LCRA and LCHO dwelling units owned by the landlord at year end.
Multiplied by 1,000.
Worked Example
The metric would therefore be calculated as:
CH01 Stage1 = (A * 1000)/B
Or in this case:
CH01 Stage1 = (40 * 1000) /450
CH01 Stage1 = 88.89