Complaints compared to the number of transactions The table below shows the proportion of complaints a department has received between 1st April and 30th September 2025, compared to their ‘headline’ transactions, along with a definition for each:
Number of complaints
Number of transactions
Complaint proportion
Transaction definition
Department
Customer services Property services Lettings and neighbourhoods
3
40,255 12,647 11,107
0.007% Total calls and emails received
29 28
0.23% 0.25%
Total repairs logged Number of customer contacts (CRMs) raised
21 new homes delivered and 622 defects reported Total arrears cases managed
Development
8 3
643
1.2%
Income
27,508
0.01%
It can be difficult to compare the proportion of complaints a department receives against the number of services they have delivered, as many departments have a lot of contact with residents in the delivery of services. However, we continue to look at ways we can measure this. Refused complaints Between 1st April and 30th September 2025, we refused to log three stage 1 complaints: • The first of these requests was refused as the matters raised happened more than 12 months from the date of the complaint and had already been responded to, at stage 2 of our complaints process. • The second was refused as the matters happened over two years before the complaint request was made. • The third was refused as the issue raised was about an area that had been adopted by the local authority, so was not under the control of CCHA. This complaint also included a report of anti-social behaviour which we dealt with in line with our ASB Policy. In all cases, we gave the complainants our decision in writing as required by the CHC.
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