Only 37% of residents were happy with how their complaints were handled in 2025/26

In its analysis of the data, data firm Housemark said: "In many organisations, there is still a significant gap between what landlords record as a complaint and what residents believe they have complained about.”  Although the result was an improvement on the 35.5% satisfaction level achieved in 2024/25, satisfaction with complaint handling was one of the slowest-improving tenants’ perceptions in the year.  The analysis also found that the volume of tenant complaints had increased by 90% since April 2023.  Although performance against agreed timescales for complaint handling had improved, Jonathan Cox of Housemark observed that residents judge complaint services on much more than speed alone.