PI's: Stage 2 Complaints in Timescales
Satisfaction: Stage 2 Complaints in Timescales
CH02 Stage2: Stage 2 complaint responses within timescales
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
Note: This TSM metric relates to LCRA and LCHO combined
The RSH require 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.
The RSH require 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’ and the maximum timescales for responses for each complaint stage set out in the Housing Ombudsman’s Complaint Handling Code and associated guidance. Providers may only use different maximum timescales if a valid exception as set by the Complaints Handling Code and associated guidance applies. If this measure has been calculated using timescales which differ from those set in the Code, providers must report the maximum timescales used alongside the TSM and clarify that these diverge from the standard timelines in the Complaints Handling Code.
Please add your target timescale for resolving complaints in the HA Profile page of the benchmarking application.
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 two’ 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.
Please add your target timescale for resolving complaints in the HA Profile page of the benchmarking application.
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 two’ 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
A. Number of stage two complaints made by LCRA and LCHO residents during the reporting year that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.
Divided by
B. Number of stage two complaints made by LCRA and LCHO residents during the reporting year
Multiplied by 100.
Divided by
B. Number of stage two complaints made by LCRA and LCHO residents during the reporting year
Multiplied by 100.
Worked Example
LCRA and LCHO residents make 30 stage two complaints during the reporting year. The landlord responded to 29 of these within the timescale.
The metric would therefore be calculated as:
CH02 stage2 = (A * 1000)/B
Or in this case:
CH02 stage2 = (29 * 100) /30
CH02 Stage2 = 96.67%
The metric would therefore be calculated as:
CH02 stage2 = (A * 1000)/B
Or in this case:
CH02 stage2 = (29 * 100) /30
CH02 Stage2 = 96.67%