Complaints compared to the number of transactions The table below shows the proportion of complaints a department received against their ‘headline transaction’ measures for 2023/24. We have defined what these are in the table. It is difficult to compare the proportion of complaints per department against their total transactions, as many departments have a significant number of other contacts with residents in the delivery of their services. We will continue to look at new ways we can show the number of complaints against the number of services delivered.
Number of complaints
Number of transactions
Complaint proportion
Transaction definition
Department
Total number of calls and emails received by the CST
Customer services team (CST) Property services Lettings & neighbourhoods
1
43,196
0.002%
Total number of repairs logged
62
20,538
0.3%
Contacts recorded as notes by the team 168 houses built; 769 defects reported Total arrears recommendations
39
18,946
0.2%
Development
11
937
1.2%
Income
2
24,648
0.01%
10
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