Court Guide · Sources checked 13 September 2026 · England · registered landlord L2285
These are landlord-level survey results for low-cost rental accommodation in England, not figures for one estate or an assessment of every tenant’s experience. Leaseholder/shared-ownership results are a separate population and are not mixed into this table.
Tenant satisfaction measures: low-cost rental accommodation
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| Measure | Satisfied respondents (%) |
|---|---|
| Overall service (TP01) | 78.5 |
| Repairs service (TP02) | 79.3 |
| Time to complete repair (TP03) | 76.3 |
| Well-maintained home (TP04) | 76.4 |
| Safe home (TP05) | 82.4 |
| Listens and acts (TP06) | 62.8 |
| Keeps tenants informed (TP07) | 70.4 |
| Fair treatment and respect (TP08) | 84.7 |
| Complaint handling (TP09) | 30.5 |
| Communal areas (TP10) | 77.7 |
| Neighbourhood contribution (TP11) | 59.5 |
| Anti-social behaviour handling (TP12) | 49.4 |
Survey context
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| Measure | Published value |
|---|---|
| Relevant tenant population | 3,048 |
| Responses achieved | 1,064 |
| Estimated margin of error (percentage points) | 2.4 |
| Main collection method | Telephone |
| Survey approach | Census |
| Landlord group size (homes) | <5,000 |
| Predominant region | North |
Landlord-reported complaint handling (management data)
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| Measure | Published value |
|---|---|
| LCRA - Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes (CH01 1) | 59.2 |
| LCRA - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02 1)5 | 95.6 |
| LCRA - Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes (CH01 2) | 5.8 |
| LCRA - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02 2) | 94.4 |
| Combined - Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes (CH01 1) | [U] |
| Combined - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02 1) | [U] |
| Combined - Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes (CH01 2) | [U] |
| Combined - Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02 2) | [U] |
| LCRA - Number of stage one complaints made by tenants in the relevant stock type during the reporting year (CH01 1 Numerator) | 183 |
| LCRA - Number of dwelling units owned of the relevant stock type at year end (CH01 1 Denominator) | 3,090 |
| LCRA - Number of stage one complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale (CH02 1 Numerator) | 175 |
| LCRA - Number of stage one complaints made by tenants in the relevant stock type during the reporting year (CH02 1 Denominator)5 | 183 |
| LCRA - Number of stage two complaints made by tenants in the relevant stock type during the reporting year (CH01 2 Numerator) | 18 |
| LCRA - Number of dwelling units owned of the relevant stock type at year end (CH01 2 Denominator) | 3,090 |
| LCRA - Number of stage two complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale (CH02 2 Numerator) | 17 |
| LCRA - Number of stage two complaints made by tenants in the relevant stock type during the reporting year (CH02 2 Denominator) | 18 |
| Combined - Number of stage one complaints made by tenants in the relevant stock type during the reporting year (CH01 1 Numerator) | Not published |
| Combined - Number of dwelling units owned of the relevant stock type at year end (CH01 1 Denominator) | Not published |
| Combined - Number of stage one complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale (CH02 1 Numerator) | Not published |
| Combined - Number of stage one complaints made by tenants in the relevant stock type during the reporting year (CH02 1 Denominator) | Not published |
| Combined - Number of stage two complaints made by tenants in the relevant stock type during the reporting year (CH01 2 Numerator) | Not published |
| Combined - Number of dwelling units owned of the relevant stock type at year end (CH01 2 Denominator) | Not published |
| Combined - Number of stage two complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale (CH02 2 Numerator) | Not published |
| Combined - Number of stage two complaints made by tenants in the relevant stock type during the reporting year (CH02 2 Denominator) | Not published |
How to interpret these figures
Survey method, response rates, weighting and the mix of tenants affect comparisons. Complaint-handling satisfaction is asked of the relevant respondents; it is not the proportion of complaints upheld by the Housing Ombudsman.
Management complaint measures describe complaints reported by the landlord. Ombudsman investigations use a different process and denominator. Missing or suppressed source values are shown as unavailable, never zero.
Useful next steps
Practical help: housing, repairs and landlord complaints
Identify both the landlord and the issue. A repairs complaint, homelessness decision, possession claim and service-charge dispute may need different routes. Published satisfaction and complaint figures add context, but do not decide the rights or remedies in your own tenancy.
Keep a record of the problem
Record when the issue started, when it was reported and each response. Keep the tenancy agreement or lease, dated photographs, repair appointments and receipts for relevant expenses. Describe the effect on daily life and any urgent health or access concerns. Keep originals and a short chronology.
Use the correct complaint or appeal process
For a social landlord’s service, start with its complaint procedure and check the Housing Ombudsman’s route. Homelessness, allocations and some council administration issues may fall under different review or Ombudsman powers. Leasehold service charges and some rent disputes can involve a property tribunal. Check jurisdiction before applying.
Treat possession paperwork separately
A repairs complaint does not remove a possession deadline. Read any notice, claim and hearing letter immediately. The Housing Loss Prevention Advice Service can provide early advice and court duty help within its scope. Ask the listed provider about your circumstances and how to access help before the hearing.
Read landlord data in context
Survey percentages describe respondents. Collection methods, weighting, sample size and tenant mix affect results. Landlord complaint counts, Ombudsman findings and regulator assessments measure different things. This directory does not combine them into a single landlord score.
Official guidance and related resources
Data sources
- Tenant Satisfaction Measures 2024/25 · checked 13 September 2026
Figures retain the source’s units and periods. Unknown or suppressed values are not treated as zero. Methods and coverage · Report a correction.