Our performance

Complaints resolution

The graphs on this page show the performance of our complaints resolution service over time. We update this information every month so you can see how we're performing against our targets.

A young couple planning their budget on a laptop

Our performance

To view the exact statistics for each month, simply hover over or tap on the data points on the charts.

Customer satisfaction
Month Customer satisfaction score
September 2024 52%
October 2024 48%
November 2024 54%
December 2024 60%
January 2025 83%
February 2025 55%
Stage one complaints responded to in time
Month Stage one complaints responded to in time*
September 2024 25%
October 2024 85%
November 2024 91%
December 2024 92%
January 2025 91%
February 2025 100%

*We have updated the way we monitor performance for complaints resolution to reflect the new requirements of the Housing Ombudsman. Our infographic now reflects stage one complaints responded to in time, including both the time it has taken to acknowledge and respond to the complaints we have received.