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Q3 Quarterly Data 23-24

In this quarter, from October to December 2023, we made 1,212 determinations.

Complaints received

The complaint categories graph shows that ‘property condition’ was once again the most complained about category, with 56% of all complaints. That compares to the second highest ‘complaint handling’, at 13%.

The following 2 graphs show how many complaints we receive from different types of landlords and different sizes regarding the top 3 complaint categories (property condition, complaint handling and anti-social behaviour).

Complaint categories

a graph to show the percentage of complaint categories

Type of landlord

graph to show complaints by landlord type

Size of landlord

graph to show complaint types by size of landlord

Determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 78% of cases in the quarter.

% of determinations

This graph shows how we found maladministration (whether that be severe, partial, or maladministration) in 67% of cases in the quarter.

Category findings

These graphs show how the different category findings relate to the top 3 complaint categories, the different types of landlords, and the different size of landlords.

Different category findings

graph to show different category findings

Type of landlord

Graph to show catergory findings by type of landlord

Size of landlord

Category findings by size of landlord

Orders and recommendations

The orders given to landlords graph shows that in 46% of cases, we ordered landlords to pay residents compensation. And the recommendations given to landlord’s graph shows that in 29% of cases, we recommended that the landlord take non-specific action (usually something that is outside a repair).

The final graph shows how many orders and recommendations we’ve made based on the top 3 complaint categories.

Orders given to landlords

percentage of orders given to landlords

Recommendations given to landlords

Percentage of recommendations given to landlords

Orders and recommendations made against top 3 complaints

Orders and recommendations made against top three complaints

* All data is provisional and subject to confirmation in the final end-year figures to be published in the annual report.